Fan Relations Executive

Are you passionate about creating unforgettable fan experiences?

USL Spokane is seeking a dynamic Fan Relations Executive to be at the center of our ticketing and customer service efforts for Spokane Zephyr FC and Spokane Velocity FC. This pivotal role contributes to ticket sales, renewals, and reporting, while also taking the lead on season ticket member benefits, exclusive events, and fan engagement. As a primary point of contact, the Fan Relations Executive will play a key role in resolving ticketing inquiries and ensuring a seamless experience for our supporters.

The ideal candidate is a proactive problem-solver with a strong commitment to delivering exceptional service. This individual will excel at building and maintaining positive relationships with season ticket holders, corporate sponsors, and community partners. If you're ready to represent USL Spokane with professionalism, enthusiasm, and a fan-first mindset, this is your opportunity to make a lasting impact.

Key Or Essential Functions

To perform this position successfully, an individual must be able to perform each of the duties listed below, with or without reasonable accommodations. The essential functions of the position include, but are not limited to the following:

• Provide exemplary customer service on ticketing questions regarding individual, group, and corporate customers, through online, email, phone calls, box office, and match-day service.
• Create and execute season ticket member benefits, including an annual review of benefits to enhance the value of membership.
• Manage season ticket renewal process, including oversight and communication through an auto renewal process.
• Proactively identify and create opportunities for new business through up selling opportunities and referrals from existing clients.
• Lead the communication efforts of the ticketing department, coordinating with marketing for emails, social, and in match elements.
• Assist with match day issues, including the box office, forwarding tickets, and payments.
• Lead the ticketing department event programming and planning, collaborating internally.
• Be the point person for conflict resolution for the ticket department for customers.
• Manage complimentary ticket requests, which involve processing staff requests, preparing complimentary ticket allotments, and keeping records of the transactions.
• Assist with the relationship and service the ticketing needs of club supporter groups.
• Lead the department in collection of payments for season tickets on payment plans.
• Provide ticketing reports and data to the ticketing department to maximize revenue.
• Build authentic relationships with internal (co-workers) and external (community members).
• Represent the organization at in-house facility events and off-site community events promoting ticket sales and the organization.
• Maintain records of all customers and prospects by utilizing CRM tool and provide ongoing reporting as requested by management.
• Additional responsibilities as assigned.
• This position must be able to work a flexible schedule, including weekends, match nights, and outside events. Hours may include extended days, nights, weekends, holidays.
• This position must be able to work in the USL Spokane office, ONE Spokane Stadium, and at various community events as needed.
  
  

Game Day Responsibilities

• Assist with client and fan entertainment as needed.
• Assist with promotional execution as needed.
• Assist other departments when necessary.
  
  

Secondary Functions

The startup nature and growth of USL Spokane requires highly skilled employees who can operate in a fast paced and frequently changing environment. All positions require an entrepreneurial spirit to identify new solutions, a can-do attitude with a goal of always finding a way to success, and the ability to thrive in an environment of ambiguity and change. As individual employees, members of a team, and part of the entire USL Spokane eco system, a passion for solving complex problems and contributing to the overall success of all operations is key. Every single employee contributes to a culture of working collaboratively and contributing to all aspects of the club. Employees must contribute fully to their own position and more broadly to all areas of business as needed to support the mission and drive forward success on and off the field.

Minimum Qualifications

• Bachelor’s degree in business, communications, marketing, sports management, or related field preferred.
• Minimum 2 years’ experience in customer service. Experience in sports industry preferred.
• Prior experience with Paciolan and HubSpot highly preferred.
• Ability to pass comprehensive background check including a motor vehicle report.
• Ability to pass SafeSport Training.
• Possess and maintain a current and valid driver’s license and maintain legally required insurance. Or have the ability to work at multiple locations including the USL Spokane Front Office and ONE Spokane Stadium.
• Highly motivated to contribute to the overall ticket renewal & service efforts.
• Proven ability to build respectful working relationships and effectively communicate with employees, management, vendors, contractors, and community partners. Ability to work collaboratively with cross functional team.
• Displays a high level of integrity, positivity, creativity, and accountability in all aspects of the job.
• Strong time management, administrative aptitude, organization, and high degree of customer service and emotional intelligence.
• Must have the ability to perform work and interact with others with a positive attitude, be open to learning new things or new ways of doing things and have a superior work ethic.
• Maintain a high degree of attention to detail at all times with the ability to work on multiple tasks.
• Demonstrates superior customer service skills by ensuring each interaction leaves the individual feeling heard, appreciated, understood, and valued.
  
  

Knowledge, Skills And Abilities

To perform this job successfully, an individual must meet the minimum qualifications listed below, with or without reasonable accommodations. These qualifications are representative of the knowledge, skills and/or ability required to perform this position:

Leadership

All positions at USL Spokane must perform their position with the mindset of leadership whether leading a team or department, a project, or one’s own daily work; proactively identifies barriers to success for the position and the organization and presents solutions; steps in to help other members of the team even when outside the scope of the position; demonstrates commitment to the growth and success of others at USL Spokane and in the community; empowers others to make decisions and share ideas; has empathy and compassion for others and their experiences; values and embraces diverse perspectives.

Community and Environmental Stewardship

Ability to perform all work with continued commitment to seek solutions with minimal environmental impacts; generates and embraces ideas to adjust work methods to reduce waste; good overall understanding of the Spokane, WA community and makes business decisions to contribute to the overall health of the community.

Adaptability

Ability to be flexible and adapt of changes, expectations, or delays, or unexpected events in the work environment while maintaining professionalism; ability to manage competing demands and prioritize tasks; ability to change approach or method to best fit the situation and prospect needs; ability to multi-task; and ability to thrive in a fast-paced changing environment with multiple interruptions while maintaining the ability to quickly refocus and shift priorities; must be mentally adaptable and flexible in dealing with a variety of people with the ability to answer questions in a professional and friendly manner.

Analytical Ability

Ability to collect, analyze, interpret, and report on information; ability to use intuition, experience, and creativity to spot trends in data; ability to utilize strong conceptual and strategic mindset in the evaluation of information.

Computer Ability

• High degree of CRM experience and expertise
• Ticketing software (Paciolan preferred)
• Microsoft Office with proficiency in Word, Excel, and PowerPoint
• Internet and database programs
• Club provided laptop and in office phone system
• Other software as applicable
  
  

Interpersonal Skills

Ability work with all personality types at all levels including staff, management, vendors, contractors, and the community; ability to build strong, meaningful, and respectful relationships; excellent customer service skills; good overall understanding of appropriate human relations; ability to constructively receive and apply feedback to improve performance.

Communication Skills

Ability to articulately draft emails, proposals, and other written communication; excellent communication with ability to adjust communication style to meet the preferences of others; ability to actively listen and value other thoughts, experiences, and feedback; effective negotiation skills; ability to effectively present information and respond to questions.

Dependability

Ability to consistently keep work organized to ensure follow through with completing tasks; ability to follow instructions; ability to meet deadlines; ability to consistently arrive on time and be at work as scheduled.

Equipment/Tools Utilized

Frequent Use Of

• Computer operations (laptop & desktop hardware)
• Office equipment including copy machines, computers, and phone
• Other equipment deemed necessary
  
  

Physical Requirements

• Work is performed primarily in an office setting or at ONE Spokane Stadium (soccer stadium).
• Ability to work outside typical office hours including nights and weekends.
• Ability to work with moderate exposure to unusual elements, such as extreme temperatures, dirt, dust, fumes, smoke, unpleasant odors, and / or loud noise while performing work in the field and at the stadium.
• Essential position functions require sufficient physical ability and mobility to:
• Stand or sit for prolonged periods of time
• Regularly talk and hear
• Occasionally walk; stoop, bend, kneel, crouch, reach, and twist
• Regularly lift, carry, push, and /or pull light weight up to 15 pounds and occasionally up to 25 pounds or exerting heavy force
• Operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard with ability to grasp and reach
• And utilize verbal and written communication to exchange information
  
  

Working Conditions

• While performing the essential job functions, the employee may experience the following conditions:
• Position may require flexible hours which may include extended days, nights, weekends, holidays, and overnights due to travel.
• Deadlines and sales goals may generate stress.
• Noise Conditions: exposed to nose consistent with a standard office environment on a regular basis; exposed to loud noise occasionally.
• Heat / Cold: May be subject to heat, cold, wet and / or humid weather conditions, and occasionally extreme heat and /or cold.
• Atmospheric Exposure: Typical office environment conditions.
• Injury Exposure: May be exposed to mechanical equipment used to support players in their training.
• The club may accommodate some work from home and remote work based upon the needs of the club and suitability for the position.
  
  

Note: USL Spokane retains the right to add or change the job description at any time. This position description is not all-inclusive, and employees may be required to perform duties outside this description to meet the organization’s needs.

USL Spokane is an Equal Employment Opportunity Employer. USL Spokane provides a work environment for employees that is free from unlawful discrimination. All employment-related decisions including hiring are made without consideration of an employee’s race, color, creed, sex (including pregnancy, childbirth and pregnancy-related conditions), sexual orientation, gender identify and expression, religion, age, national origin, citizenship or immigration status, disability, honorably discharged veteran or military status, marital status, genetic information, use of a trained service animal or dog guide, HIV/AIDS and Hepatitis C status, or any other basis protected by local state or federal law.