This summer, two University of Richmond undergraduates left the classroom for the ballpark, turning their baseball fandom into hands-on learning experiences. Whether handling customer service calls or wearing a cockroach costume, Emma Shirley and Will Scharpf gained firsthand insight into what it takes to keep the game going. 

A lifelong Philadelphia Phillies fan, Shirley, a junior at the University of Richmond, never imagined she’d be part of the Major League Baseball team’s front office. This summer, the Philadelphia metro area resident, is doing just that as a ticketing services representative with a front-row seat to professional sports operations.  

A business administration major with concentrations in marketing and international business and a minor in Spanish, Shirley is using this experience as a launching pad for a future in sports entertainment marketing. “I am working in the business realm but also doing something I'm passionate about, which is exciting,” she said.

Shirley was drawn to Richmond for its renowned Robins School of Business, where an introductory marketing course ignited her interest in the field. “I love the collaboration of marketing, and I’ve always been a creative person,” she said.

She initially applied for a marketing-specific role with the Phillies, but none were available. So she opted to interview for a ticketing services role, often a starting point within the organization. “I just wanted any start, any foot in the door,” Shirley said.

Her responsibilities with the organization vary from day to day. When the team is on the road, she helps handle ticket sales in the call center. On game days at Citizens Bank Park, her responsibilities are spread across the ballpark, including supporting event operations, checking in media at the press gate, and assisting in VIP suites. “It’s always fast-paced, and every day there’s a new thing. You’re always learning,” she said.

Shirley credits Richmond’s academic rigor with preparing her for the demands of the internship.

Building on her confidence to interact professionally with clients — a lesson she learned in her business communication class — Shirley has improved her customer service skills, especially when managing difficult phone calls. “Before this job, I would apologize a lot if someone on the phone was extremely upset,” she said. “I’ve learned how to de-escalate the situation and offer actionable solutions.”

Lessons about collaboration learned during UR’s team-based coursework also contributed to her success during the internship. In a semester-long project, she and her teammates developed a marketing strategy to help Jolly Rancher better connect with Gen Z. Their work won the class competition; they even got the chance to present their strategy to a Jolly Rancher representative. That experience helped her understand the importance of teamwork — a lesson that resonated as she observed a similar kind of teamwork in a professional setting.

“It takes so many different departments coming together for a game to go smoothly,” she said.

As she looks to the future — which includes a semester in Galway, Ireland, this fall — Shirley has advice for fellow Spiders navigating their own early career paths. “Even if your initial internship role isn’t the dream job, getting your foot in the door is everything,” she said. “Always start building relationships early because networking is huge, especially in pro sports.”

Outfield antics with the Baysox