Senior Coordinator Guest Relations -Madison Square Garden

US-NY-New York
Requisition ID
17-7921
Division
Venues
Functional Area
Venue Management

Overview

The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment with a portfolio of legendary sports teams, exclusive entertainment productions and celebrated venues.  MSG Sports owns and operates some of the most widely recognized sports franchises: the New York Knicks (NBA), the New York Rangers (NHL) and the New York Liberty (WNBA), along with two development league teams -- the Westchester Knicks (NBADL) and the Hartford Wolf Pack (AHL).  MSG Sports also presents a broad array of world-class sporting events, including: professional boxing, college basketball, tennis, bull riding and e-gaming events.  MSG Entertainment features exclusive, original productions that include the Radio City Christmas Spectacular and New York Spectacular Starring The Radio City Rockettes.  MSG Entertainment also presents or hosts a wide variety of live entertainment offerings, including concerts, family shows and special events, in the Company’s diverse collection of iconic venues. These venues are: New York’s Madison Square Garden, The Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, California; The Chicago Theatre; and the Wang Theatre in Boston, MA.  More information is available at www.themadisonsquaregardencompany.com.

EEO Statement

At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.

Responsibilities

The Senior Guest Relations Coordinator position performs every function of the department, including handling calls, responding to customer written communications, managing issues and providing on-site presence at cancelled events and at events where problems are anticipated, such as obstructed seating. Handles approximately 4,000 calls and written correspondence. This position assists the Manager Guest Relations as the department lead.

 

MAIN DUTIES/FUNCTIONS: 

  • Fulfills anywhere from 3,000-10,000 guest recovery tickets for cancelled shows or other issues that require re-ticketing each year.
  • Assists in creating unique methods of resolving customer concerns by working with divisions and generates responses in writing or orally.
  • Works with every area of the company on a daily basis, particularly teams, facilities and entertainment.
  • Assists in compiling the annual Guest Relations summaries for MSG, Radio City, The Beacon Theatre and The Chicago Theatre including data and analysis from all calls and letters received that is used by senior management to understand the customer experience and identify recurring issues.
  • Assists with managing the Guest Relations area of the website, particularly the FAQ section, which has greatly diminished routine inquiries from the public and provides much better immediate service.
  • Corresponds with Knicks, Rangers and Liberty season subscribers with respect to violations of the terms and conditions of their season subscription agreement. Interacts with customers at more than 100 events (including approximately 25 cancelled events) to address concerns and ensure a positive overall experience.
  • Assists in preparing written responses to all patrons who have written to MSG, Radio City, The Beacon Theatre and The Chicago Theatre regarding problems, suggestions, comments and concerns.

Qualifications

  • Minimum 2-3 years in an administrative or customer service capacity (customer recovery)
  • Candidates who have completed a minimum of 60 credit hours of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred. Educational requirements may differ from job to job based on the role
  • Must be able to manage heavy volume of customer interaction and multi task in an extremely critical environment.
  • Excellent verbal & written communication, organizational and time management skills required
  • Must be able to multi-task and prioritize in a deadline-oriented environment
  • PC skills including MS Word, Excel, Outlook and PowerPoint
  • Must have a professional phone demeanor, ability to handle a large volume of calls and proven client service skills
  • Possess exceptional attention to detail and strong follow-up skills necessary
  • Must have the ability to work independently when necessary and as part of a team, and use sound business judgment
  • Ability to present an uplifting personality while maintaining a high degree of confidentiality and business ethics
  • Excellent conflict resolution and solution based skillsets are necessary.
  • Demonstrates integrity, tact, diplomacy and a commitment to company values, and principles while ensuring the upmost consistency
  • Problem solving, reasoning, motivational and organizational abilities are used often
  • Strong interpersonal/customer service skills
  • Able to work under pressure and meet deadlines, while managing multiple tasks.
  • Must be able to work a flexible schedule inclusive of days, nights, weekends and holidays. This is a 7 day a week operation requiring late evenings based upon event.

 

 

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

 

Office position mainly sitting, standing, walking, typing, etc.

 

 

Education

Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.

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