Customer Service Associate

Fan Experience Representative

At Spurs Sports & Entertainment (SS&E), we work in service of something bigger than ourselves. To us it is so much more than just a game or concert. It takes all the members of our Spurs team to harness the power of sports and entertainment to create moments that excite, memories that endure, and connections that strengthen our community. SS&E owns and operates the San Antonio Spurs (NBA), Austin Spurs (NBA G-League), and the San Antonio FC (USL), and manages day-to-day operations of the Frost Bank Center, Toyota Field and STAR Complex.

We know that our people are our greatest asset as an organization. We aspire to provide our teams with meaningful work, to live our values - Integrity, Success & Caring day-to-day in what we do and foster an inclusive culture for our 1K+ employee workforce.

The Fan Experience Representative will uphold our standards and serve as an ambassador to our fans. The Fan Experience Representative will have the opportunity to become skilled in services such as usher, ticket taker, and elevator operator. They will be trained to have a basic understanding of crowd management for the safety of our guests and staff. This position supports all SS&E franchises, events, and contracted projects.

Hours/Week: up to 29hrs/week (Part-Time). Depending on number of events that week.

Must be able to arrive 2 hours before event start times and stay until after the events end.

Must live in or relocating to the San Antonio, TX area.

What You'll Do:

• Ability to remain calm and professional in high pressure situations
• Respond appropriately to emergency protocols, including guest evacuations or shelter-in-place directives.
• Provide direct guest services
• Be knowledgeable about our venues, events, and SS&E to deliver the best fan experience.
• Monitor assigned areas for safety, cleanliness, and compliance with venue policies.
• Able to maintain professionalism with high profile clients and talent
• Follow all event procedures for guest entry, seating, and access control.
• Maintain situational awareness and report safety, security, or medical concerns to appropriate personnel.
• Able to communicate professionally and clear to guest and staff
• Participate in pre-event briefings for all pertinent event information
• Support ADA guest requests and needs and other accessibility related service requests with urgency and empathy.
• Other duties as assigned.

Who You Are:

• Constantly deliver a level of professionalism to all fans and guests in compliance with SS&E policies
• Frequently work in an environment with moderate to very loud noise and large crowds.
• Constantly work flexible hours such as evenings, weekends and holidays as needed.
• Constantly able to communicate and exchange information in English; bilingual (Spanish) preferred.
• Must be 18 years of age or older at the time of hire.
• Must have reliable transportation to report to work on time.
• Understanding of venue flow, crowd management, and guest service standards within a high-capacity arena or similar environment.
• Comfortable working in a fast-paced environment while managing multiple priorities.
• Must be able to work 70% of events per month based on the number of events.

Physical Requirements:

• Frequently walking and moving around the venue.
• Occasionally lifting and carrying items up to 15 pounds at table height.
• Occasionally able to push or pull items up to 50 pounds
• Consistently able to stand for multiple hours at a time
• Occasionally Able to bend/kneel down
• Frequently ascend/descend multiple flights of stairs in an arena and outdoor stadium setting throughout the duration of the shift.
• Occasionally maneuver through the arena and outdoor stadium in dim or reduced lighting.
• Occasionally work confined spaces throughout the duration of the shift, such as an elevator or spaces with limited or restricted means of entry or exit.
• Frequently work outdoor events in hot, cold, wet or windy conditions throughout the duration of the shift.
• Frequently be comfortable with heights while working on high floors

In every position, each employee is expected to: demonstrate alignment with SS&E's core values and mission, collaborate with internal/external community members and demonstrate ongoing development.

If you don't have experience in every single bullet above, no sweat we still want to hear from you and encourage you to apply!

SS&E is an Equal Opportunity Employer

Nothing contained in this job description is intended to be a contract of employment, nor does any information contained here represent a guarantee of employment for a specific duration. Your employment with SS&E is "at will", which means that either you or SS&E may terminate the relationship at any time. Essential functions listed above must be performed with or without accommodations.