Service and Retention Representative (Boston Legacy FC)

SERVICE AND RETENTION REPRESENTATIVE

Boston, MA

On-site

The Service and Retention Representative supports season ticket members and drives renewal and upsell revenue for Boston Legacy FC. Reporting to the Manager, Membership Service, this position manages an assigned portfolio of season ticket accounts, builds strong member relationships, executes proactive outreach, resolves service needs, and identifies opportunities to renew, upgrade, and expand accounts.

RESPONSIBILITIES AND ESSENTIAL FUNCTIONS

· Manage an assigned portfolio of season ticket member accounts and achieve established renewal rate, retained revenue, and upsell revenue goals.

· Build strong relationships with season ticket members by learning their needs, preferences, account usage, and overall experience with Boston Legacy FC.

· Execute consistent, proactive outreach by phone, email, text, and in-person meetings throughout the member lifecycle, with particular focus on renewal and upsell campaigns.

· Clearly communicate account benefits, renewal terms, pricing, payment options, deadlines, ticket access, and other relevant information to support informed purchasing decisions.

· Identify and close opportunities to grow account value through seat upgrades, additional seats, and other available ticket or membership products and experiences.

· Identify accounts at risk of nonrenewal, understand renewal barriers, and execute individualized retention plans in partnership with the Manager, Membership Service.

· Meet or exceed assigned performance metrics, including renewal percentage, retained revenue, upsell revenue, completed outreach, appointments, and other activity goals.

· Maintain accurate and timely records in the customer relationship management system, including account activity, member communications, renewal status, service requests, sales opportunities, and outcomes.

· Respond promptly and professionally to member questions and service needs; resolve issues when possible and escalate complex or sensitive matters appropriately.

· Conduct account reviews and member meetings that reinforce value, address concerns, and uncover renewal and upsell opportunities.

· Support season ticket member events, home games, and other assigned events while providing a high level of in-person service and relationship management.

· Partner with ticket operations, sales, marketing, finance, event operations, and other departments to support accurate account fulfillment, member communications, benefits, and events.

· Gather and share member feedback, account trends, and common service concerns to help improve retention strategies and the season ticket member experience.

· Follow company policies and procedures related to customer information, payment processing, diversity, equity and inclusion, and discrimination and harassment.

· Perform other job-related duties as assigned.

SKILLS, EXPERIENCE AND QUALIFICATIONS

· Bachelor's degree preferred but not required.

· One to two years of ticket sales, account management, customer service, retention, or related experience preferred.

· Demonstrated ability to build customer relationships, resolve service concerns, and work toward renewal, retention, or revenue goals.

· Comfort conducting renewal and upsell conversations and being accountable for individual revenue and activity metrics.

· Experience with ticketing software and customer relationship management programs preferred.

· Strong verbal and written communication, presentation, listening, and customer service skills.

· Ability to build relationships with season ticket members, prospects, colleagues, and internal partners.

· Strong organizational, administrative, and time management skills, with the ability to manage an account portfolio, multiple priorities, and renewal deadlines.

· Sound judgment and problem-solving skills, including the ability to recognize when an issue should be escalated.

· Proficiency with Microsoft Word, Excel, and Outlook and strong attention to detail.

· Ability to contribute to a collaborative, flexible, equitable, and inclusive work environment in which colleagues feel valued and supported.

· Ability to work nights and weekends as needed.

TRAVEL, LIFTING AND PHYSICAL REQUIREMENTS

· Availability to work outside typical office hours, including nights and weekends, as needed.

· The work is primarily sedentary in nature.

· Walking, standing, bending, and carrying light office items are required.

· The work is typically performed in an adequately lighted and climate-controlled office environment.

· May require occasional travel.

COMPENSATION

Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, depth of experience, certifications, and specific work location. This may be different in other locations due to differences in the cost of labor.
The base pay range for this role is: $50,000 — $60,000 USD

WHAT WE DO

Playfly Sports is the full-service, leading sports marketing and media company that enables brands to engage with sports fans on a local, regional, and national level through scaled linear, digital, and experiential assets. Playfly Sports drives outcome-based solutions into 90-million households via more than 7,800 live U.S. broadcasts of MLB, NBA, and NHL games; and influences sports fans of all ages through the management of college and high school multimedia rights, uniform branding, and high-profile sports sponsorship platforms. Playfly Sports has the unique ability to partner, innovate, and advance the aspirations of athletes, brands, academic institutions, and sports fans across the U.S. Playfly Sports is Powered by Partnership. Visit Playfly Sports online at playfly.com

WHAT WE STAND FOR

At Playfly, we know that a diverse, equitable, and inclusive company is a more innovative and successful one, but more importantly, we believe it’s just the right thing to do. Through conversations, company initiatives, community events and partnerships, policy changes, data analysis, workshops, and support groups, we are dedicated to creating a workplace where everyone can thrive. We are here for the long haul and to do the meaningful work that creates true institutional change within our workplace, with our partners, and in the communities we serve.

EEOC & DIVERSITY STATEMENT

Playfly Sports affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. Playfly Sports is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

ACCOMMODATIONS

Playfly Sports is committed to the full inclusion of all qualified individuals, and as part of this commitment, Playfly Sports will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact [email protected] .

We are unable to sponsor or take over sponsorship of an employment visa for this role at this time

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

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