The Madison Square Garden Company (MSG) is a world leader in live sports and entertainment experiences. The company presents or hosts a broad array of premier events in its diverse collection of iconic venues: New York’s Madison Square Garden, Hulu Theater at Madison Square Garden, Radio City Music Hall and Beacon Theatre; the Forum in Inglewood, CA; and The Chicago Theatre. Other MSG properties include legendary sports franchises: the New York Knicks (NBA) and the New York Rangers (NHL); two development league teams – the Westchester Knicks (NBAGL) and the Hartford Wolf Pack (AHL); and esports teams through Counter Logic Gaming, a leading North American esports organization, and Knicks Gaming, MSG’s NBA 2K League franchise. In addition, the Company features the popular original production – the Christmas Spectacular Starring the Radio City Rockettes – and through Boston Calling Events, produces New England’s preeminent Boston Calling Music Festival. Also under the MSG umbrella is TAO Group, a world-class hospitality group with globally-recognized entertainment dining and nightlife brands: Tao, Marquee, Lavo, Avenue, Beauty & Essex and Vandal. More information is available at www.themadisonsquaregardencompany.com
Specific Functions/Activities Summary
The Coordinator Guest Relations position performs every function of the department including:
Handling calls, responding to customer written communications, managing issues and providing on-site presence at cancelled events and at events where problems are anticipated, such as obstructed seating. Handles approximately 4,000 calls and written correspondence. Fulfills anywhere from 3,000-10,000 make-good tickets for cancelled shows or other issues that require re-ticketing each year. Assists in creating unique methods of resolving customer concerns by working with divisions and generates responses in writing or orally. Works with every area of the company on a daily basis, particularly teams, facilities and entertainment. Assists in compiling the annual Guest Relations summaries for MSG, Radio City, The Beacon Theatre and The Chicago Theatre including data and analysis from all calls and letters received that is used by senior management to understand the customer experience and identify recurring issues. Assists with managing the Guest Relations area of the website, particularly the FAQ section, which has greatly diminished routine inquiries from the public and provides much better immediate service. Corresponds with Knicks, Rangers and Liberty season subscribers with respect to violations of the terms and conditions of their season subscription agreement. Interacts with customers at more than 100 events (including approximately 25 cancelled events) to address concerns and ensure a positive overall experience. Interviews clients who have dined at Ainsworth Prime restaurant. Assists in producing reports reflecting their feedback. Assists in preparing written responses to all patrons who have written to MSG, Radio City, The Beacon Theatre and The Chicago Theatre regarding problems, suggestions, comments and concerns.
The ideal candidate will have:
Excellent verbal communication and writing skills along with strong customer relations experience. Must have problem solving/conflict resolution skills. Must be able to handle heavy volume of customer communication (telephone, emails, letters, faxes. Must be able to handle sensitive, heightened customer situations including on-site presence. Must be available to work nights, weekends and holidays. Excellent computer skills (Microsoft CRM, Word, Excel, Power Point, Ticketmaster and Internet).
Candidates who have completed 60 credits of college-level coursework (representing 2 years), or have shown similar self-development through certifications, trade school coursework, etc. are preferred.Educational requirements may differ from job to job based on the role.
At MSG we value diversity and are looking for extraordinary employees of all backgrounds! MSG is an Equal Opportunity Employer and provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, citizenship, age, genetic information, disability, or veteran status. In addition to federal law requirements, MSG complies with all applicable state and local laws governing nondiscrimination in all locations.