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Sales & Marketing: Client Relations/Customer Service
Coordinator, Amateur Soccer and Group Sales - LA Galaxy (Carson, CA)

Anschutz Entertainment Group, Inc. ("AEG") is a subsidiary of The Anschutz Company and one of the leading sports and entertainment presenters in the world. AEG owns a collection of companies including multi-use facilities such as STAPLES Center and StubHub! Center in Southern California, several sports franchises including the Los Angeles Kings (NHL) and Los Angeles Galaxy (MLS) and AEG LIVE, one of the world's leading concert promotions and touring companies. AEG is also currently overseeing the development of L.A. LIVE, 4 million sq. ft. downtown L.A. sports, residential and entertainment district.

POSITION PURPOSE:

The LA Galaxy is seeking a hard-working, detail-oriented, and proactive individual with the desire work on the LA Galaxy club. In addition to a motivated individual who will be responsible for supporting and executing many aspects of sales and service for the LA Galaxy.  The Coordinator of Amateur and Group Sales will provide clerical, administrative, and “Day of Game” support for the Sales and Service department under the general direction of the Director of Amateur Soccer and Fan Development or such person(s) we designate. They may also be responsible for coordinating sales activities, game day duties, associate programs, customer service communication, administrative duties, and content review within the department to assure constant quality customer service and sales objectives are met. He/she will work during regular office hours and/or event hours including evenings, weekends, and holidays.

ESSENTIAL FUNCTIONS:

  • Person will work closely with department managers to execute all areas of business plans, including year round tracking of timelines and recapping of all areas on a regular basis.
  • Work with sales managers to always have timely and accurate information about all current sales and general service information including current and new packages, upcoming events, etc.
  • Maintain www.lagalaxy.com/tickets and other sites to ensure quality of information, design, and updates
  • Work with sales managers and database team to execute and schedule prospecting and customer service calls
  • Proof read all Amateur contract verbiage, language and fullfillment
  • Create invoices, vouchers, and process ticketing orders
  • Support game day staffing duties and ensuring quality at all client interaction points.
  • Manage inventory of sales items
  • Coordinate all customer thank you activities (e-mails, letters, helping reps with new account list to send notes to)
  • Responsible for answering all feedback emails
  • Coordinate all direct customer email campaigns – including STM updates, pre-sales, and general messages
  • Work with department director and managers to maintain all sales associate activities and utilize sales associates to support overall customer service activities
  • Handle all direct mail correspondence, timelines and results including maintaining and driving all renewal correspondence campaigns
  • Work with ticket operations to assure timely delivery of tickets and proper billing and follow up all year round

SUPPORTIVE FUNCTIONS:

In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based on the particular requirements of the company

  • Coordinating staffing, logisitical efforts for other departments (i.e. events or charitable functions.)
  • Special projects as assigned by management
  • Special sales efforts as assigned by management

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY:

Must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skill and abilities.

  • Attentive to detail
  • Excellent relationship building and people skills
  • Excellent problem solving skills
  • Ability to read, listen, and communicate effectively; both verbally and in writing
  • Ability to consistently re-prioritize based on department needs
  • Ability to provide sales reports and contact status back to management on a daily and weekly basis
  • Ability to use and pick up on complex computer programs
  • Drive to succeed and develop a career in the sports and entertainment industry results-oriented
  • Supportive of team environment and adhere to departmental guideline(s)

QUALIFICATION STANDARDS:

  • Education
  • College Educations preferred

Experience - Must have experience in client account management or customer service.  Experience in the sports and entertainment or hospitality industry preferred.

Due to the cyclical nature of the entertainment industry, the employee may be required to work varying schedules to reflect the business needs of the company including working game nights

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Sales & Marketing: Client Relations/Customer Service
Inside Service Associate (Part-time) - LA Galaxy (Carson, CA)

Anschutz Entertainment Group, Inc. ("AEG") is a subsidiary of The Anschutz Company and one of the leading sports and entertainment presenters in the world. AEG owns a collection of companies including multi-use facilities such as STAPLES Center and StubHub! Center in Southern California, several sports franchises including the Los Angeles Kings (NHL) and Los Angeles Galaxy (MLS) and AEG LIVE, one of the world's leading concert promotions and touring companies. AEG is also currently overseeing the development of L.A. LIVE, 4 million sq. ft. downtown L.A. sports, residential and entertainment district.

POSITION PURPOSE:

LA Galaxy Inside Service Assocate will help nurture relationships with Galaxy Season Ticket Members. They support Galaxy Service Executives with the common needs of Galaxy Season Ticket Members. They are responsible for maximizing season ticket renewal percentages by providing outstanding customer service, providing professional service with members, and proactively overcoming objections and challenges that may hinder their clients’ likelihood of renewing.

Support of the Service Executive will require outbound calls, personalized letters, data entry, and regular email communication. Representatives will be trained in ticket sales and service principles.

Members of the Service Team will also provide support to the LA Galaxy’s ticket sales team by performing vital day-to-day functions, as assigned, that position the team for continued growth.

Ultimately each Inside Service Associate will be responsible for increasing the Season Ticket Member portfolio by providing a service level that is of the highest standard. By creating and maintaining this level of service excellence, both in individual interactions with Season Ticket Members and in joint efforts with fellow LA Galaxy Season Ticket Service Executives, they will increase customer loyalty and renewal percentages, generate additional revenues, and distinguish the LA Galaxy from other teams in the Los Angeles area and throughout professional sports.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Retention and renewal of LA Galaxy Season Ticket Members
  • Support and maintain positive personal relationships with LA Galaxy Season Ticket Members via out-bound calls,  personalized letters and emails
  • Be proficient in understanding and using MLS ticket sales best practices
  • Provide prompt, thorough, and courteous responses to all inbound customer communication – phone calls, emails, mail, etc.
  • Implement and execute amenities, benefits, and events for Season Ticket Members
  • Under direction of a Service Executive, respond to Season Ticket Member service needs such as customer service issues, ticket exchange and add-on requests, financial billing, and other ticketing and team-related questions
  • Utilize CRM system to track and report progress of relationships with all Season Ticket Members, as well as to ensure client profiles are always up-to-date
  • Work sales table at LA Galaxy events
  • Take part in department-wide outbound call campaigns
  • Other duties as assigned by the Manager of Season Ticket Sales and Service and other sales managers

SUPPORTIVE DUTIES AND RESPONSIBILITIES

  • Monitor, respond to or re-route all incoming communications to general Galaxy voice mail and email inboxes
  • Generate appropriate lists in conjunction with ticket sales management to support ticket sales initiatives
  • Maintain effective and efficient CRM database
  • Review and document fan complaints

SPECIFIC JOB KNOWLEDGE, SKILL AND ABILITY

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

  • A burning desire to help set the standard for client experience and retention departments in the sports industry
  • Genuinely excited about providing an outstanding level of customer service
  • Exemplary self-discipline, professionalism, pride and work ethic
  • Outstanding listening, written, and verbal communication skills
  • Team-oriented with a proactive positive attitude
  • Unquestionable integrity
  • Willingness to take initiative and ownership of projects
  • Detail oriented with ability to multi-task effectively and with a sense of urgency, sometimes under a high level of stress
  • Excellent organizational and time management skills
  • Proven to be reliable, diligent, self-motivated and dedicated
  • Ability to reason and problem solve. Define problems, collect data, establish facts, draw valid conclusions, make independent decisions, and exercise independent judgment and discretion
  • Enthusiasm for and/or experience in professional sports sales and/or service
  • Thoroughness and attention to detail
  • Compliance with organizational directives
  • Flexible hours required: working evenings/nights, weekends and holidays

QUALIFICATIONS, EDUCATION, FORMAL TRAINING, AND EXPERIENCE

  • Bachelor’s degree preferred
  • High proficiency in Microsoft Word, Microsoft Excel, Internet use, and other basic computer usage
  • Familiarity with basic tenets of sales and customer service
  • Bilingual English and Spanish a plus
  • Licenses or certificates – none specifically required.
  • Grooming – employee must maintain a neat, clean and well-groomed appearance. Good hygiene & professional appearance required.  Business attire in office and during events. Employees may be required to wear Galaxy attire (to be provided) when representing the Galaxy in public.
  • Work Environment – at times the noise level may be loud (especially during games).

COMPENSATION

This is a part-time hourly position. Hours may vary by week within the range of 15-34 hours.

 OTHER

This position is a critical one for the Galaxy ticket sales department and therefore for the entire organization.  The ideal candidate brings enthusiasm, a team first attitude, the ability to perform one’s core functions with the highest quality while proactively seeking new ways to improve our organization’s interactions with fans, and the desire to make fans’ experiences with the Galaxy positive and memorable.

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Apply for Future Notification Only: Future Notification
Future Consideration Notification/Update - MLS Teams (Various Locations, Various Locations)

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