Premium Services Coordinator

Job Description

Job Description

American Airlines Center is one of the nation’s top arenas. Since openings its doors in 2001, American Airlines Center has been setting the precedent for sporting and live entertainment events. Bringing in a variety of big name shows and housing both the Dallas Mavericks and the Dallas Stars. American Airlines Center serves more than 2 million guests during 200+ live events each year. We aim to provide genuine, memorable and innovative experiences to every single one of our guests and demand excellence and creativity in everything we do.

This position works closely with the Vice President of Retention & Corporate Partnerships to service leased accounts. Manages the planning and execution of the Premium Services, Sales and Corporate Partnerships trips and VIP events. 

Essential Functions: include the following,

• Services approximately 100+ premium accounts annually and assists in servicing a portfolio of Corporate Partnerships accounts
• Assists the VP of Premium Retention & Corporate Partnerships on renewals, upgrades and add-ons to existing season seat account
• Responds to all customer requests within 24 hours
• Coordinates multiple touch points throughout the year, including but not limited to, face-to-face, email and phone
• Builds and nurtures relationships with Platinum Premier members to provide excellent customer service
• Provides invoices and receipts to clients and bills remaining monies on accounts at the end of each season
• Provides fulfillment of additional ticket requests for playoff tickets, third party event tickets and additional parking passes
• Plans and produces Platinum Premier special events and organizes and manages seasonal gift distribution
• Records all client interactions in CRM to track issues and resolution statuses and maintains accurate account information in CRM, Shared Drives and Archtics
• Supports the Premium Services team with tasks involving the Box Office Department
• Coordinates with Guest Services and Levy during events to resolve customer issues specific to Premium accounts
• Provides on-going communication to Platinum Premier members to keep them informed about new event updates
• Monitors box inventory, maintenance, and signage needs; submits appropriate work orders to internal departments
• Collaborates with the VP of Premium Retention & Corporate Partnerships to develop and maintain premium correspondence initiatives
• Provides extensive phone and email support to the VP Premium Retention & Corporate Partnerships regarding servicing and retention efforts, event information, invoices, and payments
• Performs other duties as assigned

Education / Qualifications:

• Bachelor’s degree (B.B.A.) in Business Administration, Public Relations, Hospitality, or a related field.
• Proficiency in Archtics, CRM, Microsoft Word, Excel, PowerPoint; familiarity with Photoshop and Illustrator is preferred.
• Ability to develop knowledge of club and restaurant operations.
• Experience managing a large account base while maintaining a professional environment.
• Ability to multitask and manage multiple projects in a high-pressure, team-oriented environment.
• Strong customer service and negotiation skills.
• Ability to communicate effectively both orally and in writing with employees and the public.
• Ability to interact professionally with high-profile clientele and/or challenging guests.

The qualified individual personifies our core values of INTEGRITY, TEAMWORK, PASSION , and EXCELLENCE at all times.

Work Environment / Physical Demands:

• Position requires the ability to stand, walk, use hands to handle or feel, reach with hands and arms, stoop, kneel, crouch, or crawl and talk or hear and climb stairs up to 4 hours
• Ability to sit at a computer workstation for extended periods of time
• Position requires the ability to lift and/or move up to 25 lbs.
• Company phone allowance is provided on bi-weekly basis as compensation for this job requirement. Employee must purchase a mobile phone and service plan of their own choosing with responsibility for the repair and/or replacement of the phone.
• Employees with this phone access requirement are not restricted in their movement, location, and activities during off hours when they are not at work.
• The noise level in the work environment is usually moderate, however, during events, the noise level may be loud.
• Must be flexible to work all shifts, including evenings, weekends and holidays as scheduled.

AMERICANS WITH DISABILITIES ACT - JOB ACCOMMODATION REQUESTS
Any individual who requests a job accommodation due to a physical or mental impairment will require a dialogue with Human Resources to determine if the individual can perform the essential duties of the job, with or without a reasonable accommodation. Medical documentation will be required to support any request for medical restrictions that impact job duties. 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.