Fan Services Representative

Saskatchewan Roughriders · Regina

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Are you passionate about delivering unforgettable experiences to fans and creating a welcoming environment for Rider Nation? As a Fan Services Representative, you’ll play a key role in providing personalized support to our loyal season ticket members and fans, ensuring their experience exceeds expectations both in and out of Mosaic Stadium. By focusing on renewals and enhancing customer satisfaction, you’ll help strengthen Rider Nation’s bond with the team. 

Requirements

Where will your talents be focused?  

Season Ticket Renewals: 

• Proactively engage with season ticket members to facilitate renewals, answer questions, and provide tailored solutions to meet their needs. 
• Build relationships with fans by listening to their feedback and finding ways to improve their game-day experiences. 
• Assist with ticket upgrades, changes, and special requests to enhance fan satisfaction. 
• Meet Renewal Targets: Achieve individual and team renewal goals by driving retention efforts and identifying opportunities to upsell or cross-sell additional products and services. 
• Track and follow up with fans throughout the renewal process to ensure seamless completion. 
• Engage and retain fans.  Periodic touchpoints with season ticket members throughout the season 

Deliver Outstanding Service: 

• Communicate with season ticket members & fans via phone, email, text and in-person to answer questions, provide renewal information, and facilitate payment processing, ensuring their needs are met and exceeded expectations. 
• Create/send/save MVP Contracts as required. 
• Take ownership of fan concerns, working quickly to find effective solutions and deliver a positive outcome. 
• Resolve customer issues effectively and promptly, turning potential challenges into opportunities to exceed expectations. 
• Assist with general ticket sales and inquiries, including single-game purchases and special promotions. 

Technology & Database Management: 

• Utilize Key Systems to Complete Tasks – Ticketmaster (Archtics, TM1, AccountManager), ERPLY, Fanmaker, TextUs and other internal platforms to manage ticketing, purchases, fan engagement, and service requests. 
• Maintain Accurate Records – Input and update fan data, ticketing information, and service interactions in the database to track fan engagement and retention efforts. 
• Use data insights to personalize interactions, anticipate fan needs, and provide proactive solutions. 
• Commit to Ongoing Training & Learning – Actively participate in training sessions to learn new systems, databases, and best practices to enhance service delivery and efficiency. 

What is needed to be successful in this role?  

• Energy & Enthusiasm: You’re a self-starter with a positive attitude and a passion for creating memorable experiences. 

• Customer Service Excellence: You genuinely enjoy helping others and thrive in a role where delivering exceptional service is your priority. 

• Problem-Solving Skills: You stay calm under pressure and have the ability to resolve issues effectively. 

• Strong Communication: You’re a clear, confident communicator with excellent written and verbal skills. 

• Relationship Building: You excel at creating connections and are motivated to foster long-term loyalty among season ticket members and fans. 

• Renewal Expertise: You understand the importance of retention and are confident engaging in conversations about renewals, upgrades, and resolving issues. 

• Team Player: You thrive in collaborative settings and are eager to support your colleagues. 

• Adaptability: You thrive in fast-paced, high-energy environments and embrace new challenges. 

Qualifications: 

• Previous experience in customer service or ticket operations preferred. 

• Detail-oriented and organized. 

• Proficient with ticketing software or CRM systems (experience with archtics & Monday.com preferred but not required). 

• Ability to work as part of a team. 

• Positive and professional attitude when interacting with internal and external customers. 

• Goal-oriented with a track record of meeting or exceeding targets 

• Must be available for Saskatchewan Roughrider Home Games 

• Rotating Saturday Shifts, in-season 

Benefits

What do we commit to you? 

• Opportunity to contribute to the success of one of Canada’s largest brands and an organization that is a cornerstone of our province and Rider Nation. 

• The passion of being part of something much bigger than all of us.  The Saskatchewan Roughriders have a dedicated and passionate fan base, and at the Riders, we strive to work hard to support and grow the team and organization. 

• Gain valuable hands-on experience in a fast-paced organization and team. 

• Unbeatable work location. You will be set up directly out of Mosaic Stadium and be fully immersed in the Rider experience.  

Wondering what to expect when working for the Riders? 

Our employees are empowered to make a difference not only in the community, but in our business operations as well. It is our “secret” to a happy workplace. To do that, the Riders foster a culture that values respect, teamwork, hustle, hard work and fun (it is football after all!).  

Please note - this role is located in Regina and the successful candidate must either reside locally or be willing to relocate. 

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