Coordinator Premium Service

Who are we hiring? 

The Coordinator Premium Service will be responsible for providing day-to-day support, customer service, event planning, customer retention, service integration, and customer engagement to Madison Square Garden’s suite license and single event rental customers. Duties include client communication for catering orders, ticketing, billing, event execution, issue resolution and retention. This position works in conjunction with Premium Sales & Service team members to provide broad support for all clients and their guests.

What will you do?

• Ensure best-in-class service for a designated number of dedicated accounts, with functions including contract generation, processing payment, distributing tickets, inputting catering orders, facilitating in-suite branding and day-of-event tasks.
• Maintain knowledge of various catering menus, special request and venue operations procedures; inform clients and ensure they adhere to firm deadlines and guidelines.
• Support Premium Account Managers in renewal efforts by providing support documentation and usage analysis.
• Collect outstanding receivables and communicate “at risk” receivables prior to events occurring.
• Provide requested document support to clients including credit card receipts and copies of invoices.
• Coordinate with internal MSG departments including sales divisions, arena catering staff, building operations, finance and box office when necessary to ensure all client needs are communicated, implemented and resolved in a timely manner.
• Collaborate with arena catering and creative teams to produce seasonal menus.
• Communicate upsell opportunities to clients including single event rental suites, additional passes, menu items, merchandise and other experiential add-ons.
• Maintain accurate records of all client activities including phone calls, meetings, issue resolution and in-suite visits within Salesforce system.
• Additional projects to support experiences, events and operations

What do you need to succeed?

• Ideal candidate will have 0-2+ years’ experience in high-end client service environment, preferably in a sports or entertainment field.
• Candidate must demonstrate a positive coachable attitude, warm, approachable demeanor and excellence in maintaining positive client relationships.
• Teamwork mentality is a must.
• Proactive, strong interpersonal, organizational and multitasking skills, as well as strong written and verbal communication skills.
• Ability to manage overlapping event schedules, activities and functions as well as address and solve problems.
• Ability to operate specific catering, accounting, ticketing and database management systems.
• Ability to follow detailed processes with meticulous attention to detail and manage deadlines.
• Knowledge of Outlook and Microsoft Office required; Archtics and Salesforce experience a plus.
• Flexibility to work nights, weekends and holidays as needed.

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