Hotel and Sports Management, Customer Success Agent

EventConnect; London; On-site; CAD 30,000 - 60,000; Full time

Job summary

A leading event management company in London, Ontario is looking for a Customer Success Specialist. You will provide support to athletes and teams, assist with hotel room reservations, and ensure a high-quality customer experience. The ideal candidate has experience in customer service, a professional demeanor, and strong problem-solving skills. The role offers competitive salary and growth opportunities in a fun, team-oriented environment.

Benefits

Competitive salary and benefits

Growth opportunities

IT equipment provided

Social gatherings and celebrations

Qualifications

• Minimum of 1 year experience in tech support or customer service role.
• Friendly, professional communication skills both on phone and email.
• Detail-oriented and organized approach to tasks.

Responsibilities

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

Skills

Multitasking

Customer needs assessment

Agility in fast-paced environments

Problem solving

Team collaboration

CRM experience

Education

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

Job description

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’ 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 CRM system
• Data input
  
  

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 experience in 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 doe 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.