Hotel and Sports Management, Customer Success Agent (AB)

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. 

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.