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Overview

This position is charge of providing our Premium Services clients an exceptional service. The Premium Services Coordinator is responsible for making sure that customer benefits and experience are always fulfilled under the best customer service standards. This job requires insight and knowledge of the entertainment industry and how to effectively coordinate elements that create a unique and memorable experience. It will ensure all customer contact is courteous, informative, thorough, and friendly. You must know what is needed to meet the demands and expectations of our most important clients.

Responsibilities Include the following. Other duties may be assigned:

+ Respond to incoming calls and emails, for inquiries of our events, orders, deadlines, among others, in a friendly and positive manner.

+ Coordinate PREMIUM SERVICE for our high clients (i.e. parking, food and beverage, tickets, etc.)

+ Inform clients about upcoming events, special events, due dates, special menus, etc.

+ Assist in ticket requests for Suites and Club seats.

+ Communicate with customers via phone or email to obtain information necessary to fulfill requests.

+ Prepare and ensure proper execution of all PREMIUM SERVICES accompanied by a detailed client itinerary when necessary.

+ Gather Premium Services data and provide reports and insights as defined by Premium Services Manager.

+ Utilize multiple computer systems to maximum effectiveness.

+ Assist in the execution of special events and promotions.

+ Anticipate and provide for Premium Services client needs.

+ Adhere to regulatory, departmental and company policies in an ethical manner.

+ Work well with in-house departments and outside.

+ Be a participating team member by providing suggestions, volunteering and being involved in projects, processes, and task forces.

+ Work together with the Premium Services Manager or sometimes replace during specific events; and consequently, directly supervise concierges, security, and ushers in the PREMIUM SERVICES area.

+ For events, it is important that the PREMIUM SERVICE Coordinator collects the information required and necessary for various departments (i.e., parking logistic, lists, specs, etc.)

+ This position should assist in monitoring and following up on PREMIUM SERVICE customer memberships.

+ Maintain high standards of courtesy, hospitality, friendliness, and professionalism always.

Supervisory Responsibilities

This position has not supervisory responsibilities

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

+ Bachelor's degree preferred.

+ 1-2 years of related experience (event production, PREMIUM SERVICES, hospitality, ticketing, customer service).

Skills and Abilities

+ Positive, patient, and friendly attitude.

+ Self-motivation, attention to detail and strong organizational skills required.

+ Good communications skills.

+ Ability to manage multiple tasks in a fast-paced environment.

+ Proven problem-solving skills with attention to detail and follow-up.

+ Must have strong computer skills, including MS Word, MS Excel and Outlook.

+ Availability to work evenings and weekends when necessary.

+ Customer Service background preferred.

+ Fully Bilingual -- English and Spanish.

Computer Skills

+ Must have strong computer skills, including MS Word, MS Excel and Outlook.

+ Having knowledge of CRM programs would be a plus.

Certificates, Licenses, Registrations

No certifications are required.

Note

ASM reserves the right to change or modify the employee’s job description whether orally or in writing, at any time during the employment relationship. ASM may require an employee