over 4 years Business Job

Sales, Service, & Marketing: Client Retention/Customer Service 

Specialist, Guest Services - Washington Wizards (Washington, DC) 

Monumental Sports & Entertainment owns and operates three professional sports teams: the NBA's Washington Wizards, the NHL's Washington Capitals, and the WNBA's Washington Mystics. Monumental, which merged Lincoln Holdings and Washington Sports & Entertainment on June 10, 2010, also owns and operates Verizon Center, the premier sports and entertainment venue in Washington, D.C. Additionally, the group operates Kettler Capitals Iceplex, the Capitals' state-of-the-art training facility in Arlington, Va., and George Mason University's Patriot Center, located in Fairfax, Va. 

Overview: A Guest Services Specialist is directly responsible for all revenue goals associated with an assigned account base of existing season ticket holders, focusing on renewals and retention, referrals, add-ons and upgrades. A Guest Services Specialist will focus on creating relationships with assigned account base by being pro-active to anticipate the needs of their assigned account base. This is achieved by providing world class service, learning about and developing excellent relationships with accounts, and delivering customized communications, events, programs, and benefits to the team’s season ticket holders. Please note this is a Sales and Service position. 


  • Improve year-over-year fan satisfaction, retention rates, and associated revenue goals with assigned account base
  • Encourage non-renewed accounts to renew through incentive program
  • Sell Upgrades, Add-Ons, and referrals through incentive program
  • Understand, at individual levels, the changing needs, demographics and wants of assigned account base
  • Build strong relationships with assigned account base through pro-active communication, including seat visits, phone calls, emails and other communication channels
  • Must make a minimum of forty outbound calls per day
  • Maintain up-to-date knowledge and effectively communicate all team happenings, events, planholder benefits relevant to assigned account base
  • Be pro-active, respond and resolve all customer complaints, requests, and inquiries from assigned account base; handle difficult fans and situations in a calm and professional manner
  • Meet and exceed assigned service levels and standards
  • Ensure planholder information and data are accurate and complete for assigned accounts
  • Assist in developing and delivering customized programs, events, and benefits to drive loyalty within assigned account base
  • Work closely with Ticket Sales, Ticket Operations, Marketing, Community Relations, Basketball Operations, Arena Staff, Game Operations, PR and Sponsorship to execute integrated programs
  • Present oneself as the key go-to person for assigned account base
  • Oversee all planholder relocation requests and waiting lists
  • Assist in arranging Special Events such as VIP Reception, STH Planholder Events, STH Party, Feedback Sessions, etc. Includes mailing invitations and tracking RSVP’s as well as planning of event set up
  • Manage Ticket Exchange Program; input exchange info in Archtics
  • Work all Wizards home games and scheduled Mystics games in conjunction with Verizon Center Guest Services
  • Other duties as assigned 

Minimum Requirements: 

  • Bachelor's Degree
  • Minimum of 1-3 years experience in service/hospitality, sales and event management
  • Relationship Builder
  • Excellent Communication Skills- interpersonal, verbal, written, sales
  • Problem Solver; Creative; Attention to Detail and Team Player
  • Basic knowledge of Archtics Ticketing System

Apply now

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