Account Coordinator, Season Seat Services

OEG Inc.; Edmonton; On-site; CAD 40,000 - 55,000; Full time

Benefits offered by this job

Healthcare and lifestyle spending plan

On-site gym

On-site parking/transit allowance

Office in Rogers Place

Employee events

Job summary

Oilers Entertainment Group in Edmonton is seeking an Account Coordinator, Season Seat Services to act as a brand ambassador for Oilers Bowl Season Seat Holders, delivering proactive service by phone, email and in-person visits, including on-site hosting.

You will manage 1,000+ accounts, drive revenue through proactive outreach, maintain relationships, execute touchpoint plans, and log CRM data for reporting and relationship purposes.

Qualifications

• Undergraduate degree or certificate required; related experience may be considered in lieu of formal education.
• 1–3 years of experience in a related field.
• Excellent written and oral communication skills.
• Proficiency with Microsoft Office; TM Archtics and Microsoft Dynamics are assets.
• Ability to handle multiple tasks with varying deadlines while maintaining a positive attitude.

Responsibilities

• Provide proactive service to Oilers Season Seat Holders by phone, email and in-person interactions.
• Maintain relationships with 1,000+ season seat accounts, including hosting/hospitality requirements.
• Execute touchpoint plans to increase customer satisfaction and revenue.
• Respond to and resolve customer inquiries, issues and requests with product and service knowledge.
• Assist gamedays with ticketing support and ensure exceptional guest experiences.
• Enter touchpoints and client data in CRM for reporting and relationship management.
• Identify incremental revenue opportunities within existing accounts.
• Prepare event night reporting and post-event resolutions.

Skills

Customer service

Communication skills

CRM systems

Microsoft Office

Ticketing systems

Education

Undergraduate Degree or Certificate

Tools

TM Archtics

Microsoft Dynamics

CRM software

Job description

OEG Sports & Entertainment delivers North America’s leading sports and entertainment experiences to connect our fans to their passions. Located in the heart of the ICE District, OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, and the AHL’s Bakersfield Condors. OEG operates Rogers Place, North America’s premier and most technologically advanced sports and entertainment venue. The 18,647 seat, $480 million arena is among the most technologically enabled sports facilities in North America as well as the first LEED Silver-certified NHL Facility in Canada.

Our vision is to be a Global Leader in Sports & Entertainment. Together, we inspire our fans by connecting them to their passions, which is ours as well! We play hard as a team, and with devoted integrity towards our common purpose. We have commitments to innovation and growth, combined with performance excellence that ensures a fair return on investment. We develop our people to be leaders in our industry, and we invest in our communities. Through our world class talent, we strive toWIN. ON and OFF the ICE.

About the Role:

Reporting to the Manager, Season Seat Services, the Account Coordinator, Season Seat Services will act as a brand ambassador for Oilers Entertainment Group, providing a proactive approach to service for our Oilers Bowl Season Seat Holders with a commitment to ongoing touchpoints to clients by phone, email and in-person interactions - including in-seat visits and hosting!

Your Focus in this Role:

• Provide a proactive approach to service for Oilers Season Seat Holders in an effort to maintain and increase revenue
• Maintain relationships and the retention of 1,000+ Season Seat accounts including hosting/hospitality requirements
• Executing a touchpoint plan to help increase customer satisfaction
• Quickly respond, resolve and proactively anticipate customer challenges, complaints, requests, and inquiries by being an expert on all products, benefits and services
• Assist during gamedays in ensuring an exceptional experience for all ticketed guests. Functions may include, but is not limited to, ticket and client service support, overseeing Season Seat Holder experiences and managing service standards
• Accurately enter all touchpoints and client profile information gathered in CRM system for reporting, updating and account relationship purposes
• Identify and convert on incremental revenue opportunities for existing clients
• Advanced knowledge of ticket troubleshooting regarding TM Archtics, Fan to Fan Resale, Forwarding, Emailing, Printing, Transferring, etc.
• Assist with ticket service issues that may arise within the department by demonstrating excellent teamwork and collaboration
• Prepare event night reporting in relation to assigned accounts working to resolve any service issues that may need post event resolution
• Oilers Renewal Campaign - Outbound calls, emails, and interactions with clients to drive revenue for OEG
• Assist with Season Seat Holder events and project including organizing, setup, check-in, operations and execution
• Daily creation of detailed account financial statements - payments, credits, details
• Process payments in accordance with payment plans
• Facilitate AR calls to clients with past-due payments

Who You Are:

• You are a customer service extraordinaire, with experiencein a related field (sports industry, hospitality, etc.)
• You excel at and enjoy providing service and conflict resolution with ease and patience
• You're a dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts
• You are positive and resilient with a team-centric attitude and a professional demeanor
• You are a collaborative culture builder that works well with a diverse team
• You're comfortablehandling sensitive and confidential situations and information
• You are passionate about the Sports and Entertainment atmosphere, and are excited and flexible towork event hours as needed: including evenings, weekends and holidays

Education, Experience and Skills:

• Undergraduate Degree or Certificate is required. In lieu of formal education, extensive experience in a related field may be considered
• 1-3 years of experience in a related field
• Excellent written and oral communication skills
• Computer proficiency and technical aptitude with the ability to utilize all Microsoft Office products (OneNote, Outlook, Excel, Word); Experience with TM Archtics and Microsoft Dynamics is an asset
• Ability to handle multiple tasks and projects with varying deadlines while maintaining a positive working attitude

What's in it for you?

• RSP Matching Program
• Oilers, Oil Kings, and Live Entertainment ticket options
• Healthcare and Lifestyle Spending Account Options
• On-Site secured parking and/or transit allowance
• On-Site gym
• Beautiful office space located in Rogers Place - with easy access to the LRT
• Social team culture + employee events

Next Steps:

Thank you for your interest in joining our team! Those moving forward in the process will be contacted by a member of our team.

Stay in Touch!