POSITION TITLE: Client Services Representative
DEPARTMENT: Premium Services
REPORTS TO: Vice President, Premium Services
POSITION LOCATION: Indianapolis, IN
FLSA STATUS: Exempt
WORKER CATEGORY: Full-time
COMPANY SUMMARY:
Penske Entertainment is a leading provider of world-class sports and entertainment. The organization consists of three prominent entities:
- Indianapolis Motor Speedway is the world’s largest spectator sporting facility and annually hosts the world’s most prestigious auto race: the Indianapolis 500 presented by Gainbridge.
- INDYCAR is the Indianapolis-based governing body for North America's premier open-wheel auto racing series, the NTT INDYCAR SERIES, and its developmental series, INDY NXT by Firestone.
- IMS Productions is a multifaceted broadcast and multimedia division that helps bring INDYCAR and IMS events to life for global audiences.
The Penske Entertainment experience is fast-paced, diverse and impactful. Through its business units, the organization reaches audiences on an international scale, focused on delivering exceptional experience from start to finish. Employees of Penske Entertainment are challenged daily in a demanding, yet rewarding environment that is best suited for dedicated professionals who want to reach their ultimate potential amid the excitement, tradition, and pageantry of the World’s Greatest Race Course and the premier open-wheel racing series.
POSITION SUMMARY:
Client Services Representatives serve as liaisons between the company and its many clients and customers. Client Services Representatives build customer relationships, ensure IMS-issued information reaches clients, fulfill contractual deliverables, and execute to support these clients during the Month of May, Brickyard Weekend, and other marquee events. Client Services Representatives also serve as internal liaisons working with the many departments that make up Penske Entertainment.
DUTIES:
General
- Work closely with and manage day to day interactions and relationships with new and existing premium clients from the time a sale is finalized through the term of the contract.
- Serve as the direct point of contact for each assigned client, ensuring all concerns are addressed and needs are met.
- Fulfill all deliverables as outlined in the contract including, but not limited to, credentials, parking, suites, special events, hospitality, program ads, display space, vending space, etc. This includes administrative and operational support.
- Prepare, package, and supply all deliverables to assigned clients prior to each event.
- Serve as the liaison between clients and internal IMS departments. Coordinate to ensure that necessary forms are completed, insurance certificates are on file, and all other requirements are met prior to each event.
- Follow established policies and procedures to resolve customer requests. Be able to problem solve and manage client expectations.
- Process completed documents from clients and track the status of each client and/or account. Utilize CRM software to maintain accurate client listings reflecting any outstanding items required by contract.
- Promote and provide exceptional client service. Identify opportunities to continuously improve customer service and exceed the expectations of our guests.
- Work together as #oneteamBIGdream to support Premium Services team initiatives and goals and raise the level of customer service so that stakeholders notice a tangible, meaningful difference.
- Build internal and external relationships through problem-solving, ownership, initiative, and follow-through.
- Prepare and administer suite, hospitality, vending/display, and special event agreements, if needed using CRM.
- Learn and utilize software programs necessary to perform job requirements including, but not limited to, Microsoft Office products, SCORE, CRM, and Social Tables.
- Assist with the set up and tear down of hospitality venues and suites, including but not limited to moving furniture, light cleaning, etc.
- Assist with special projects and other duties as needed.
Special Events
- Serve as primary special event contact for assigned onsite events throughout the year (not during marquee event time) that may occur on nights, weekends, and/or over the course of several days.
- Monitor and track special events calendars, insurance requirements, and agreements. Work with internal departments to coordinate details and ensure successful events.
Position Specific
Responsibilities may include one or more of the following:
- Compile requests and client deliverables for the following assets: driver appearances, contractual tickets, award assets, and event program ad artwork. Ensure the appropriate department(s) fulfill these requests and deliverables in a timely manner.
- Ensure premium space readiness by conducting pre- and post-event walkthroughs and communicate repair and maintenance needs to the Facilities department.
- Manage and communicate premium signage needs to the Graphics Shop and ensure accurate installation. Maintain inventory list and sign storage.
- Collect items to be signed at the annual full Indianapolis 500 field autograph session. Manage usage and storage of these items.
- Manage Accessory Room use, monitor specific requests, suggest and secure approval for space assignments. Ensure users have submitted executed agreements, compliant certificate of insurance, and paid rental fees.
- Facilitate premium printed and digital ticket process for every event from start to finish including generating the artwork with Creative; reviewing and approving ticket legal language; determining, quoting and purchasing ticket products and packaging, setting up products for every Premium customer in SCORE; and generating bar codes. Find process efficiencies and improvements; ensure all tickets work properly; and problem solve with IT when necessary.
- Oversee documentation of Client Services processes for consistency and training purposes. Ensure Client Services manual is updated and maintained.
- Serve as liaison with Ticket Office and Credentials.
- Serve as sustainability representative for Premium Services.
QUALIFICATIONS:
Supervisory Responsibilities
- No supervisory responsibilities.
Education
- Bachelor’s degree from an accredited university/college.
Skills/Experience
- Minimum of one to two years’ professional experience in the hospitality or related industry
- Genuinely motivated to be part of a positive, cohesive, functional team committed to excellence, growth, service, and transparency.
- Proven track record of being a self-starter, proactive, efficient, flexible, resilient, organized, resourceful, and positive.
- Ability to build internal and external relationships based on trust, customer- and team-focus, initiative, results, and follow-through.
- Ability to multi-task, prioritize, and deliver results in a fast-paced, sometimes stressful environment.
- Strong written and verbal communication, organizational, relationship, and time management skills
- Ability to work independently and as part of a team.
- Commitment to working with people from diverse backgrounds and commitment to cultural competency.
- Ability to uphold and consistently demonstrate the Penske Entertainment Standards.
Travel/Work Hours/Flexibility
- General office hours are Monday – Friday, 8:30 am – 5 pm.
- Longer hours and weekends required for the Month of May, other major racing events, as well as evening and weekend hours based upon business needs.
- Penske Entertainment acknowledges that the need for flexibility varies across all companies/departments and is not best addressed by a one size fits all flexible work policy. As such, the company encourages supervisors to work with their employees to leverage flexibility as needed to support a healthy balance.
- Minimal travel required.
PHYSICAL DEMANDS:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Physical demands consist primarily of sitting, standing, and walking.
- Must be able to lift up to 25 lbs.
- Must be able to see and hear in the normal range with or without correction and communicate verbally and in written form with great facility and must be able to be understood.
- Must have the stamina to work long hours and must be willing to work an irregular schedule, which may include weekends or evenings.
- Work outdoors requires physical strength and stamina to endure extreme heat, cold, rain, dust, and other conditions.
WORK ENVIRONMENT:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Work is primarily performed in an office environment and in close proximity to other workers. Incumbent shall be exposed to those conditions normally encountered in a business office environment.
- Employee will also be required to work outdoors, especially during the racing season. This requires physical strength and stamina to endure extreme heat, cold, rain and other conditions.
- Incumbent is faced with frequent interruptions and must meet with others on a regular basis.
- The noise level in the work environment can be loud, due to professional racing eve
COMPANY BENEFITS:
Full-time employees enjoy a very competitive benefit package. Benefits include: Medical (including tax-advantaged Health Savings Account), Dental, Vision, 401(k) with 100% company match up to 5%, Paid Vacation, Personal & Sick Days, 12 Paid Holidays, Company Paid Life Insurance, Pet Insurance, Tuition Assistance, Short-Term & Long-Term Disability, Generous Paid Parental Leave, On-site Workout Facility, and more.
EQUAL OPPORTUNITY EMPLOYER:
Penske Entertainment provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws. The Company complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities and/or events.