Customer Service Representative
Title
Customer Service Representative, Team Store
Reports To
Manager, Sales & Service
Summary
The customer service representative will provide high level customer service to in-person and over the phone clients. This position will maintain and grow revenue generation through the establishment of ongoing rapport with existing and new customers. Operating out of the Elks Team Store and as the first point of contact for many customers, professionalism, reliability, and passion are integral in this position.
Job Duties
· Multi-tasking customer service duties alongside receptionist front desk duties
· Respond to customer inquiries or ticketing requirements via inbound calls and teams store/front desk walk-in traffic
· Initiate contact with customers through outbound calls for sales and service-related inquiries
· Process casual (single game) ticket sales
· Manage season seat holder account and develop and maintain these relationships
· Renew season seat holder accounts in the off-season and during the regular season
· Enter customer data into ticketing system and maintain and update accounts as required
· Process payments and set up and maintain payment plans
· Investigate and troubleshoot customer service issues
· Prepare, send out, and track all courier packages for the company
· Order and monitor office and kitchen supplies and copy room stock
· Create purchase orders for supply orders
· Manage the front desk area, including maintaining a clean and organized reception area
· Prepare ticketing cash deposits
· Able to communicate and promote various ticketing promotions to fans
· Primarily work in the team store or assist with service or sales activations during game days and other events
· Able to provide coverage for merchandise selection and purchase
· Perform other duties as assigned
Skills & Abilities
· Able to effectively work alone and in a team environment
· Strong interpersonal and communication skills and the ability to positively interact with customers and build and maintain positive relationships.
· Able to calmly and logically deal with high intensity or complicated customer interactions
· Strong computer knowledge of Microsoft applications, i.e. Outlook, Word, Excel, Ticketmaster system, Archtics system, as well as a CRM system.
· Detail oriented, with the ability to multi-task while working in a fast-paced environment.
· Strong organization skills with the ability to prioritize tasks, take initiative, and meet deadlines
· Must be a team player
· Able to work game days and other events as required
· Some cash experience would be preferred
Requirements
· 1-5 years of customer service experience
Job Types: Full-time, Permanent
Additional pay:
Benefits:
- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Store discount
Schedule:
- Evening shift
- Monday to Friday
- Weekends as needed
Work Location: In person
