Representative, Ticketing & Customer Service
Oilers Entertainment Group
Edmonton, AB
About Oilers Entertainment Group:
Oilers Entertainment Group (OEG) delivers leading sports, entertainment and other special event programming to fans and patrons in Canada and the United States. OEG owns the five-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, the AHL’s Bakersfield Condors and operates Rogers Place, the new home of the Oilers and Oil Kings, located in ICE District, Canada’s largest mixed-used sports and entertainment development. OEG also owns and operates one of Canada’s most accomplished television, event and brand-promotion companies and has a significant stake in Hollywood production company Silver Pictures Entertainment. For additional information, visit www.rogersplace.com

Role Summary:
Reporting to the Manager, Ticketing & Customer Service, the Representative, Ticketing & Customer Service will act as a brand ambassador for Oilers Entertainment Group, providing a positive approach to service for our customers. The Representative, Ticketing & Customer Service will provide front line customer service to clients by phone, email and in person interactions. This role is responsible for ticket-related service recovery, technical troubleshooting, Rogers Place information and Secondary Ticketing.

Core Responsibilities and Duties:
Provides inbound and reactionary ticket and customer service – handles general inquires and completes follow-up for concerns pertaining to Edmonton Oilers, Edmonton Oil Kings, Live Events, and ICE District
Maintains accurate and detailed client records in customer databases
Processes payments in accordance with payment plans and creates detailed account financial statements
Facilitates accounts receivable calls to customers with past-due payments
Works Edmonton Oilers games, Edmonton Oil Kings games and Rogers Place event nights
Provides ticket troubleshooting regarding TM Archtics, TM Account Manager, and TicketExchange
Assists with printing, packing and shipping of annual Season Seat ticket packages, gifting programs, and game or event tickets
Has detailed knowledge of Rogers Place, Oilers, Oil Kings and ICE District
Facilitates ongoing administrative customer call campaigns
Edmonton Oilers & Edmonton Oil Kings Renewal Campaigns – calls, emails, and interactions with clients to drive revenue for OEG

Education, Experience and Skills:
Undergraduate Degree or Certificate is required. In lieu of formal education, 1-3 years of experience in a Customer Service or Account Management role may be considered.
Strong customer service skills with the ability to ensure service excellence for both internal and external clients
Ability to deal with a variety of projects and workload in a fast-paced industry
Detail oriented, with strong analytical and troubleshooting skills
Demonstrated success in service providing, conflict resolution, and patience
Excellent written and oral communication skills
High proficiency in Microsoft Suite of products (Outlook, Excel, OneNote, Word)

Ability to work:
Monday to Friday 8:30 AM – 5:00 PM
Approximately 50 evenings and weekends (Oilers, Shows, Events), including holidays
Experience in Ticketing programs such as Archtics, is considered an asset
Experience in Customer Relationship Management programs is considered an asset

Next Steps:
Only those moving forward in the process will be contacted.