Customer Success Specialist - Hotel Management and Sports Management

EventConnect, LLC.; London; On-site; CAD 40,000 - 60,000; Full time

Job summary

A leading company in event management seeks a Customer Success Specialist to enhance client experiences. This role involves supporting athletes with hotel reservations, troubleshooting queries, and collaborating with internal teams. Ideal candidates are detail-oriented, adaptable, and possess strong communication skills, with a background in customer service or tech support.

Benefits

Competitive salary and benefits

Casual, energetic work environment

Growth opportunities

IT equipment provided

Teamwork and social gatherings

Qualifications

• Minimum 1 year experience in tech support or customer service.
• TICO certification preferred; must be obtained within three months if not held.

Responsibilities

• Assist clients via phone, email, and live chat.
• Collaborate with internal teams for high-quality support.
• Monitor hotel compliance with rooming lists.

Skills

Multitasking

Problem-solving

Communication

Collaboration

Detail-oriented

Education

University or college graduate in Travel & Tourism, Hospitality, or Sports Management

Tools

CRM systems

Job description

ABOUT EVENTCONNECT

At EventConnect, we’ve built a team of sports and technology enthusiasts dedicated to supporting our partners. Our product, EventConnectTM, connects event organizers, hotels, and cities, offering a comprehensive solution for communication, marketing, reporting, and more.

Our head office is located in downtown London, Ontario. We foster an open, fun, and energetic workspace that values teamwork, integrity, innovation, professionalism, and reliability. These values promote cross-departmental collaboration to enhance our partners' and customers' experience.

EVENTCONNECT OFFERS

• Competitive salary and benefits
• A casual, energetic work environment suited for today’s workers
• A 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 at the center of everything we do. As a Customer Success Specialist, you will be the first point of contact for our athletes and teams. You will have the opportunity to make a great first impression and support athletes and players with their hotel room reservations, collaborating with our team daily.

RESPONSIBILITIES

1. Assist clients via phone, email, and live chat with questions about the platform.
2. Collaborate with internal teams to provide high-quality support, meet response time goals, and maintain customer satisfaction.
3. Troubleshoot queries continuously.
4. Handle additional customer support tasks to ensure a positive experience for our teams and athletes.
5. Support individual reservations within team blocks.
6. Monitor hotel compliance with rooming lists.
7. Complete, track, and report support tickets using our CRM system.
8. Input data accurately.

QUALIFICATIONS

1. Ability to multitask and adapt in a fast-paced environment.
2. Quickly identify and assess customer needs to achieve satisfaction.
3. Willingness to accept and embrace new challenges.
4. Be a responsible team player contributing to shared goals.
5. Maintain a friendly, professional, and confident demeanor in communication.
6. Strong problem-solving skills and collaborative spirit.
7. Ability to adjust approach based on client cues.
8. Organized work approach to strengthen client and hotel relationships.
9. Detail-oriented team player who enjoys working with others.
10. Experience with CRM systems.
11. University or college graduate; Travel & Tourism, Hospitality, or Sports Management preferred.
12. Minimum 1 year experience in tech support or customer service.
13. Previous hotel management or sales experience is a plus.
14. TICO certification is preferred but not mandatory; candidates without it will be required to obtain it within three months at EventConnect’s expense.

EventConnect welcomes applicants with disabilities and provides accommodations during the hiring process upon request. If selected for an interview, please inform us of any accommodations needed. We thank all applicants; only those selected for interviews will be contacted.