Internal: Evening Customer Support Specialist

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 filled with productive energy. We value teamwork, integrity, innovation, intuitiveness, 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


• A casual but energetic work environment made for today’s workers


• Performance-driven culture


• Growth opportunities


• IT equipment provided 

ABOUT THE ROLE

At EventConnect, our clients are the focus of our team each and every day. As the Evening Customer Support Specialist, you will serve as a key point of contact for our individual athletes and team’s players. This role is designed to extend support coverage ensuring our clients, athletes, and hotel partners continue to receive prompt, reliable support. This position works to provide seamless service coverage, handle escalations professionally, and create a positive and supportive experience. 

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


• Assist Event Management Specialists team contacting hotels to confirm reservations, ensuring all booking details (confirmation numbers, guest names, room types, and dates) are accurate for upcoming events two


• Provide after hours emergency support to Event Organizer for real time situations at events that are actively running


• Handle urgent check-in issues and hotel escalations that require real-time response

QUALIFICATIONS

• Reliable and accountable, with the ability to work independently during evening hours.


• Confident in managing urgent or time-sensitive matters in a professional and efficient manner.


• Ability to multitask and be agile in a fast-paced environment.


• Ability to quickly identify and assess customers' needs to achieve satisfaction.


• 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 the ability to collaborate with others


• Ability to gauge your client and adjust your approach.


• 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


• Travel Industry Council of Ontario (TICO) certification is preferred.