CUSTOMER SERVICE COORDINATOR

Title:Customer Service Coordinator

Department:Ticket Sales & Service

Reports To:Director of Premium Seat Sales & Customer Service

Supervises People: No

How to Apply: www.chicagobears.com/jobs

About the Role

The Customer Service Coordinator is responsible for coordinating and assisting with the day-to-day customer service efforts within the Chicago Bears Ticket Sales & Service department. The Customer Service Coordinator will bring a positive attitude, service mindset and can-do approach to serving our loyal and passionate fan base while personally managing Season Ticket Holder accounts as a dedicated account representative. The job entails interaction with Season Ticket Holders, single game ticket purchasers, third-party vendors, partners, and various departments within the organization. This is a full-time hybrid role, paid hourly, requiring a minimum 3 days in-office per week out of our headquarters in Lake Forest, Illinois. In addition, this position requires working all home games at Soldier Field in Chicago, IL.

Who We Are

As one of the founding franchises of the NFL, family is the core of who we are. We believe every person matters and we can collectively achieve success through our values of respect, championship mindset, community, and perseverance. We're different from other companies, as our vision is to be "one of one". We strive to be a championship football organization that consistently performs at a level of excellence on and off the field Our people represent a vast array of cultural backgrounds, human experiences and perspectives and we believe they, collectively and as authentic individuals, are our greatest resource. Our working environment is one where your talent and contributions are valued by the organization and the community.

Responsibilities

• Provide exceptional customer service for Chicago Bears customers (including but not limited to Season Ticket Holders, single game ticket purchasers, Season Ticket Priority List customers) on the phone, in person, and through written communication.
• Develop and maintain strong relationships as a personal account representative for approximately 2K Season Ticket Holders accounts.
• Drive engagement for each account with daily touchpoints through phone calls, emails, in-game visits and special events.
• Proactively communicate Season Ticket Holder benefits, timelines, and gameday policies and procedures.
• Meet and exceed all productivity metrics including a minimum of 50 daily account touchpoints (outbound/inbound calls and emails) .
• Responsible for responding to general questions, comments, concerns, feedback received through various channels including forwarding to appropriate departments for response.
• Enter notes and customer info accurately and consistently into CRM system for reliable database tracking and reporting.
• Support the day-to-day planning, coordination and execution of the STH Points benefits program (including points assignments, event setup, program marketing and development).
• Assist with initiatives focused on increasing value for Chicago Bears customers (including but not limited to Halas Hall events, STH Advantage presales, training camp, gameday experiences and Advisory Group meetings).
• Assist with ordering and managing STH branded collateral, premium gifts and merchandise inventory.
• Provide customer service at all Chicago Bears home games at Soldier Field.
• Coordinate and execute customer service for non-gameday events.
• Assist with general ticket services (including but not limited to invoicing, payment collection, and mailings).
• Maintain a high level of professionalism and respect to both customers and colleagues.
• Assist with other projects as deemed necessary.

Qualifications

• Bachelor's degree in business administration, communications or related field, OR equivalent years of experience
• Strong customer service background (minimum 2 years' experience) with relevant experience preferred
• Experience with CRM and/or Ticketmaster system preferred (Archtics and Account Manager)
• Excellent communication skills both verbally and written
• Computer knowledge required; familiarity with Microsoft applications preferred
• Drive to succeed in a high-paced, revenue generating environment
• Ability to self-motivate
• Must be organized, detail oriented
• Able to work non-traditional hours, in non-traditional settings, including weekends, evenings and holidays

What We Offer

We remain committed to upholding the standard of being a first-class organization and employer of choice. Our goal is to provide quality support and a diverse, equitable, and inclusive environment for our most important resource, our people.

Competitive Industry Pay

The Customer Service Coordinator is a full-time non-contract position. This position is an HOURLY role. The expected hourly rate for this role is $24 - $27/per hour. Please note, due to job function, regular overtime (paid as time-and-a-half) is not expected. Exact compensation may vary based on skills, experience, and other job-related factors.

Benefits & Perks

Our full-time offerings include but are not limited to:

• Core Coverage: 100% paid premium for healthcare and dental coverage, affordable vision offerings, 100% paid premium for disability and employee life insurance coverage, paid FMLA (including paid paternity leave)
• Investments: employer paid pension plan, 401K with matching
• Flexible Work Location: Up to 2 days a week of remote work (role dependent)
• Time to Recharge: Minimum of 10 paid vacation days, 5 paid sick/mental health days, 4 paid floating holidays, 2 paid days to volunteer, 2 paid days to volunteer, plus 10 paid holidays
• Experiences: complimentary home game tickets & parking, ability to buy tickets to away games and fan events
• Gear: yearly Bears gear package plus 50% off at the Bears Pro Shop
• Wellness: FREE breakfast, lunch, snacks and drinks, access to onsite fitness facilities and BearsFit, complimentary Calm app access
• Connection: Social events for staff and their families, Employee Resource Groups, Service Milestones, and more
• Professional Development: complimentary LinkedIn Learning access, leadership programming, guest speakers, mentorship, and more

Additional information on employee benefits can be found by visiting www.ChicagoBears.com/jobs.

Our Commitment to Diversity, Equity & Inclusion

The Chicago Bears organization continues to deepen its commitment to establishing an inclusive, equitable work environment that reflects the diversity within our communities and fan base. We value, respect and appreciate diversity at all levels, on and off the field, and are guided by a vision of success that includes integrating diversity, equity, and inclusion into our club's DNA and culture. The Chicago Bears seek to attract, retain and develop top talent, regardless of personal characteristics, and we invite and encourage all individuals to apply for positions of interest.

The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements and criteria necessary to successfully perform the job. Chicago Bears Football Club, Inc. is an Equal Opportunity Employer.