Customer Success Agent, Sports and Hospitality (BC)

EventConnect; Vancouver; On-site; CAD 45,000 - 60,000; Full time

Job summary

A leading technology and service provider in Metro Vancouver is seeking a Customer Success Specialist. In this role, you will be the first point of contact for clients, assisting them with their needs and ensuring high satisfaction. The ideal candidate is a university or college graduate with customer service experience, strong communication skills, and lives in Canada. This position offers a competitive salary and a dynamic work environment.

Benefits

Competitive salary and benefits

Energetic work environment

Growth opportunities

IT equipment provided

Qualifications

• Must live in Canada to be eligible for this role.
• At least 1 year of experience in a tech support or customer service role.
• Strong ability to quickly identify and assess customers' needs.

Responsibilities

• Assist clients with platform questions via telephone, email, and live chat.
• Work with internal teams to provide quality support.
• Monitor hotel compliance with rooming lists.

Skills

Multitasking

Problem-solving

Customer service

Communication skills

Detail-oriented

Education

University or College degree in Travel & Tourism, Hospitality or Sports Management

Tools

CRM systems

Job description

Salary : ABOUT EVENTCONNECT

At EventConnect, weve 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 filled with productive energy. We value teamwork, integrity, innovation, intuitiveness, 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 todays 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

• Must live in Canada to be eligible for this role.
• 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 who 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 upon request for candidates participating 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.