Customer Service Coordinator

Overview

The Winnipeg Football Club seeks a highly organized and customer-oriented Customer Service Coordinator to join our team. This role entails managing fan inquiries, coordinating communications, and supporting administrative tasks aimed at enhancing the overall fan experience.

Key Responsibilities

• Oversee the shared Fan Services inbox, ensuring timely, professional, and accurate responses to fan inquiries.
• Direct customer requests to appropriate internal teams and follow up to guarantee issues are resolved promptly.
• Maintain high response standards and work towards continuous improvement of customer service processes.
• Handle escalated customer concerns by collaborating with various departments to find effective resolutions.
• Coordinate distribution, tracking, and reporting of post-game fan surveys, and identify trends within the feedback.
• Compile and analyze customer feedback, providing reports with actionable recommendations to improve the fan experience.
• Assist with fan recognition programs and other customer service initiatives.
• Support fan engagement projects during the football season and at special events.
• Deliver administrative support, including maintaining records and assisting in event planning and logistics for game days and other events.
• Participate as a Fan Services team member during home games and stadium events to assist guests and provide excellent service throughout the venue.

Requirements

• Post-secondary education in Business, Communications, Hospitality, Sport Management, or a related discipline is preferred.
• At least two years' experience in customer service or administrative roles.
• Excellent written and verbal communication abilities.
• Strong organizational aptitude and capability to manage multiple priorities efficiently.
• Proven professionalism and discretion when managing sensitive situations.
• Proficiency in Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Experience working with CRM or ticketing software is an asset.
• Ability to assess customer feedback and generate insightful reports.
• Dedication to providing outstanding customer experiences.

Diversity and Accessibility

The Winnipeg Football Club invites applications from individuals with diverse backgrounds and abilities. We are committed to providing interview accommodations in line with accessibility and human rights legislation. Applicants requiring accommodations should inform us so appropriate arrangements can be made upon successful interview scheduling.