Customer Retention Representative – Detroit Pistons (Auburn Hills, MI)

January 23, 2012

DESCRIPTION

The Client Experience Executive (CEE) will focus on delivering a superior customer experience by building and maintaining long-lasting relationships, providing proactive service and exceeding expectations. Each CEE is responsible for client retention, upselling, cross-selling and providing excellent customer service. The Client Experience Group will build customer loyalty by using personal touchpoints, offering unique experiences, and communicating clearly and effectively.

RESPONSIBILITIES

  • Personally responsible for annual account renewals and ability to overcome objections associated with renewals.
  • Achieve personal renewal and new business revenue goals as set by Director of Client Experience.
  • Focused on upselling and cross-selling current clients into Pistons plans, DTE and Meadowbrook packages, as well as groups and suite packages for all venues.
  • Maximize additional revenue opportunities through client referrals.
  • Develop, maintain and enhance relationships with clients – including their friends, family and guests.
  • Proactively communicate to customers by being an expert on Palace Sports and Entertainment and all of its entities.
  • Provide unique and personalized experiences and go above expectations for all of our clients to increase customer loyalty.
  • Manage and track personal touchpoints through courtesy phone calls, in-arena seat visits, handwritten notes, office appointments and interactions at special events.
  • Provide creative new ideas to enhance the team, including new benefits programs, events, and marketing suggestions to engage our clients.
  • Assist in coordinating and executing annual season ticket holder events, mailings, gifting, renewal campaigns, brochure designs, relocation events, fencesitter initiatives, etc.
  • Ensure a smooth account transition by working closely with the Corporate Sales team and Outside Sales team.
  • Use logical thinking to reach practical solutions to any issues that may arise.

QUALIFICATIONS

  • Minimum of one year of successful sales or superior customer service experience
  • Ability to build strong relationships and excel at relationship based selling
  • Sales oriented and committed to teamwork
  • Strong communication and organizational skills and able to prioritize
  • Prior involvement in facilitating unique experiences in a “concierge” style preferred
  • Excellent problem solving ability and time management skills
  • Proficient in MS Word, Excel and ability to learn Sales Force and Archtics
  • Ability to work evening and weekend hours
  • College degree preferred

Note: When you apply for this job online, you will be required to answer the following questions:

  1. Do you have an customer/ client relations experience?

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