Service and Retention Representative (Boston Legacy FC)

The role

The Service and Retention Representative manages an assigned portfolio of season ticket accounts for Boston Legacy FC. This person builds member relationships, executes proactive outreach, and drives renewal and upsell revenue.

What you will do

• Manage an assigned portfolio of season ticket member accounts to achieve renewal and upsell goals.
• Build strong relationships with season ticket members.
• Execute proactive outreach by phone, email, text, and in-person meetings.
• Communicate account benefits, renewal terms, pricing, and payment options.
• Identify and close opportunities for seat upgrades and additional products.
• Execute individualized retention plans for accounts at risk of nonrenewal.
• Meet or exceed assigned performance metrics.
• Maintain accurate records in the customer relationship management system.
• Respond to member questions and resolve service needs.
• Support season ticket member events and home games.

Required qualifications

• Demonstrated ability to build customer relationships and resolve service concerns.
• Comfort conducting renewal and upsell conversations and being accountable for revenue metrics.
• Strong verbal and written communication, presentation, listening, and customer service skills.
• Ability to build relationships with members, prospects, colleagues, and internal partners.
• Strong organizational, administrative, and time management skills.
• Sound judgment and problem-solving skills.
• Proficiency with Microsoft Word, Excel, and Outlook.
• Ability to work nights and weekends as needed.
• Walking, standing, bending, and carrying light office items are required.

Nice to have

• Bachelor's degree
• One to two years of ticket sales, account management, customer service, retention, or related experience
• Experience with ticketing software and customer relationship management programs

Before you apply

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

About the company

Playfly Sports is a full-service sports marketing and media company that enables brands to engage with sports fans through linear, digital, and experiential assets.