|MARKETING/CUST SVC SPEC|
|SEIU White Collar Non-Exempt|
Performs administrative and customer service work responding and resolving complaints and inquiries made by customers and the general public regarding any aspect of the Parking Division. Duties including assisting the development of advertising programs and in the design of promotional materials such as fliers and brochures. Responsible for assisting to promote City parking programs and services to obtain a greater public awareness utilizing marketing and public relations strategies. Work is performed under general supervision of the Marketing/Customer Service Coordinator and performance is reviewed while in progress and upon completion for accuracy and compliance with departmental procedures.
Performs administrative and customer service work involving promoting events and processing of group ticket sales for events held at the Orlando Centroplex venues. Primary duties include assisting in the development of advertising programs, assisting in the design of promotional materials such as fliers and brochures; coordinating public relations activities with the community and media representatives; and developing the group sales program. Work is performed under the supervision of the Advertising/Promotions Coordinator.
Training and promoting customer service to both internal and external customers.
Maintaining customer service statistical data to ensure the best service for our customers parking needs.
Develops, implements, maintains, evaluates and modifies as needed complaint tracking system to be utilized throughout the Division.
Assists with advertising/public relations campaigns through the development of flyers, brochures, etc.
Performs other related duties as assigned.
Establishes relationships with promoters and is responsible for implementing group sales campaigns and creating and providing promotional support for each group event.
Develops group sales program by targeting various companies and organizations but are not limited to, corporations; senior, youth and scout groups; and tour and travel through sales presentations and telemarketing. Oversees the concept, creation and distribution of annual group services calendar of events and other marketing materials.
Promotes events by creating direct mail pieces, brochures and other marketing materials to increase public awareness and group event ticket sales. Assists in the development and coordination of print and distribution of marketing materials including Centroplex venues and events.
Provides customer service and support to group sales clients and customers by providing them with information relating to group events. Specifically, assists clients/customers with seat locations, seating diagrams and updates all group related advertising. Processes group orders in a timely manner and distributes tickets to clients.
Assists in creating and updating website pages. Assists in developing advertising campaigns.
Attends annual, industry conferences to network and gain knowledge of industry standards and sharing of ideas.
Performs other duties as assigned.
Knowledge of marketing and customer service techniques.
Knowledge of principles, theories, philosophy in both marketing and customer service.
Knowledge of effective customer service practices.
Effective interpersonal skills.
Ability to respond to difficult and stressful situations in an efficient, effective and positive manner.
Ability to establish and maintain effective work relationships with event clients, the public and other employees.
Ability to plan, coordinate and pay attention to the needs of the public relating to customer service.
Ability to understand and accurately interpret Parking policies.
Ability to coordinate multiple tasks simultaneously.
Ability to work within a deadline driven industry, ability to provide quality customer service and support.
Knowledge of box office operations and policies preferred.
Ability to communicate effectively both verbally and in writing.
Ability to resolve problems in a courteous, diplomatic and effective manner.
Ability to perform quality work and any other characteristics that would benefit the position.
High School diploma or equivalent and four (4) years experience in customer service; or an equivalent combination of training, education and/or experience. A valid Florida Driver's license is required.
Associates degree in Marketing, Advertising and/or Communications or related degree, plus two (2) years experience in a marketing/advertising environment; or an equivalent combination of education, training and experience. Proficient in Microsoft programs. A valid Florida Driver's license is required.