Sports & Hospitality Management, Customer Success Agent

ABOUT EVENTCONNECT

At EventConnect, we’ve built a team of sports and technology enthusiasts who work each day to support our partners. Our product, EventConnectTM, connects event organizers, hotels, and cities, offering a better way to manage communication, marketing, in-depth reporting, and everything in between.

EventConnect's head office is located in downtown London, Ontario. Our workspace is open, fun, and is filled with productive energy. We value teamwork, integrity, innovation, professionalism, and reliability. We believe these values promote cross-departmental collaboration to enhance our partners' and customers' experience and service.

EVENTCONNECT OFFERS

• Competitive salary and benefits
• Casual but energetic work environment made for today’s workers
• Performance-driven culture
• Growth opportunities
• IT equipment provided
• A culture of teamwork, celebrations of success, social gatherings and goal-oriented work

ABOUT THE ROLE

At EventConnect, our clients are the focus of our teams each and every day. As a Customer Success Specialist, you are the first point of contact for our individual athletes and team’'s players. You will have the opportunity to leave the best first impression of their experience with our team, which is invaluable. Each day, you will work collaboratively with our team to support the athletes and players in their hotel block room reservations. Please note, the current opportunity we are hiring for will support our West Coast team and work a scheduled shift of Monday to Friday, 11:30am – 8:00 PM ET.

RESPONSIBILITIES

• Assist clients with questions about the overall platform by telephone, email & live chat

• Work with other internal teams to provide high-quality support while meeting service response time goals and maintaining a high customer satisfaction rating
• Continuously working to troubleshoot queries
• Complete any additional customer support responsibilities that assist in creating the best experience for our teams and athletes
• Support individual reservations within team blocks
• Monitor hotel compliance with rooming lists
• Completing, tracking and reporting support tickets through the CRM system
• Ensure all KPIs and service benchmarks are consistently met, optimizing workflow and customer satisfaction.

QUALIFICATIONS

• Ability to multitask and be agile in a fast-paced environment
• Ability to quickly identify and assess customers' needs to achieve satisfaction
• Accepts and welcomes new challenges
• Accountable for being a team member and contributing to goals
• Friendly, professional and confident nature both on the phone and through email communications
• Strong problem-solving skills and ability to collaborate with others
• Ability to gauge your client and adjust your approach
• Organized approach to completing your work to ensure clients and hotel relationships are strengthened
• Detail-oriented and precise team player who enjoys working with others
• CRM experience
• A University or College graduate, Travel & Tourism, Hospitality or Sports Management preferred
• Minimum of 1 year of experience in a tech support or customer service role
• Previous experience in hotel management or sales would be considered an asset
• Travel Industry Council of Ontario (TICO) certification is preferred. Applicants that do not have this certification will still be considered for the position. Successful candidates will be asked to complete this in the first 3 months of employment at the cost of EventConnect.

EventConnect welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process. Should an applicant be selected for an interview, please inform EventConnect of any required accommodations. If an applicant or successful candidate requests an accommodation, adjustments to support specific needs will be made.

We thank all candidates who apply. Only those selected for screening and an interview will be contacted.