Member Services Associate

About the Atlanta Falcons

The Atlanta Falcons are a professional American football club and member of the National Football League (NFL).  The team’s headquarters and practice facility are located on a 50-acre site in Flowery Branch, Georgia.  The Falcons’ NFL expansion franchise was awarded in 1965 and acquired by current owner Arthur Blank, co-founder of Home Depot, in 2002.

Who we are 

Our Blank Family of Businesses Core Values serve as the foundation for the way we operate at all levels:

Put People First - Listen & Respond - Include Everyone - Innovate Continuously - Lead by Example - Give Back to Others

We use our core values as a compass to guide our decisions because they are our North Star.  If we live our core values daily, we know everything else will take care of itself.  We enjoy a culture rooted in giving back to others through our time, talents, labor, and financial commitment. We are successful when we collaborate with and value each other like family, maintain a hunger to delight guests and continuously innovate, listen closely for even the smallest need for improvement, stand up for convictions, and genuinely own our responsibilities as if our name is on the outside of the building. 

Our Ideal Candidates

Actively Listen – Take an active role in listening by being present in the moment, using healthy body language, and ensuring joint understanding.  When we read between the lines and hear what others are saying and what they are not saying, we encounter amazing opportunities to go the extra mile in serving them. 

Collaborate – Realize that we are better together than we are alone.  We achieve much better results when others have the opportunity to add their diverse perspectives.  Be open to feedback and actively seek input from a variety of people at varying levels because the best ideas come from those who are closest to those we serve.

Engage in Servant Leadership – Put others ahead of yourself even when it’s difficult.  Find opportunities to lead by example in the way you pitch in and help others.  Giving back to others is at the heart of what we do. 

Build Relationships – Cultivate trust in relationships by showing respect and sensitivity.  Invest time in helping others to continuously improve by listening to their ideas and helping them to continuously improve. 

Own Results – Own issues you encounter even when they are outside of your area of responsibility by taking action or seeking out the needed resolution. You are empowered and expected to take risks aimed at exceeding the expectations of our guests.  Take advantage of this rare opportunity by utilizing available resources.

The Atlanta Falcons Member Services team assists as the liaison between the Atlanta Falcons and our Season Ticket Member account base. The role focuses on delivering top-notch service through relationship building, value-added efforts, and gameday activities. The program provides associates with the necessary tools, skills, and experiences to build a solid foundation within the sports industry.

This is a seasonal, part-time role located at Mercedes-Benz Stadium in downtown Atlanta.

Role & Responsibilities:

• Develop, enhance, and maintain relationships with Season Ticket Members by phone, email, and in-person event experience

• Communicate between the Atlanta Falcons and the Season Ticket Members and fans while ensuring the highest level of service is provided as it relates to renewals, benefits, retention, ticketing, finance, account management, and gameday activities

• Identify, troubleshoot, and resolve unusual/adverse situations using a quick response approach and make sound judgment decisions based on available information

• Recover past-due PSL and Season Ticket payments from clients and create customized payment plans for those in unique situations

• Manage records within Archtics and CRM ticketing systems

• Assist various departments on gamedays to develop further insight and skillsets within AMBSE

Expectations:

• 60+ touchpoints daily

• 30-hour work week, ability to work home games

• Punctuality

• Meet weekly goals set by management

• Maintain a positive demeanor, team spirit, and professionalism at all times

• Attend and contribute to meetings

• Manage inbound line and live chat for both season ticket members and MBS

• This is an in-person position expected to work at Mercedes-Benz Stadium

Required Skills:

• Customer service oriented

• Ability to produce timely results with a sense of urgency

• Use of sound judgment and problem-solving skills

• Uphold a high level of organization and attention to detail

• Be flexible and adaptable to change

Educational Requirements:

• Bachelor’s degree in Sports Management, Sales/Marketing, Communication, or Business preferred