Customer Service Coordinator

The Winnipeg Football Club is seeking a highly organized, customer-focused, and detail-oriented Customer Service Coordinator to join our team. This role is responsible for delivering exceptional service to our fans by managing customer inquiries, coordinating fan communications, and supporting various administrative initiatives that enhance the overall fan experience.

As one of the first points of contact for our fans, the successful candidate will play an important role in ensuring every interaction reflects the Winnipeg Blue Bombers' commitment to outstanding customer service. This position requires strong communication skills, sound judgment, and the ability to prioritize multiple tasks in a fast-paced environment.

Key Responsibilities

Fan Services

• Monitor and manage the shared Fan Services inbox, ensuring timely, professional, and accurate responses.
• Triage inquiries and direct requests to the appropriate department when required.
• Follow up on outstanding inquiries to ensure prompt resolution.
• Maintain response standards and contribute to continuous improvement of customer service processes.
• Assist with handling escalated customer concerns and work collaboratively with internal departments to resolve issues.

Fan Experience & Feedback

• Coordinate post-game fan surveys, including distribution, tracking, reporting, and identifying trends.
• Compile customer feedback and prepare reports with recommendations to improve the fan experience.
• Assist with fan recognition initiatives and customer service programs.
• Support fan engagement projects throughout the football season and special events.

Administrative Support

• Provide administrative support to the Business Operations team.
• Maintain organized records, reports, and departmental documentation.
• Assist with scheduling, meeting preparation, and other administrative duties.
• Prepare correspondence, reports, and presentations as required.
• Support event planning and logistics for game days and special events.

Game Day Responsibilities

• Serve as a member of the Fan Services team during Winnipeg Blue Bombers home games and other stadium events.
• Assist with resolving guest concerns and ensuring a positive experience for all fans.
• Support customer service initiatives and fan engagement activities throughout the stadium.

Requirements

• Post-secondary education in Business, Communications, Hospitality, Sport Management, or a related field is considered an asset.
• Minimum 2 years of customer service or administrative experience.
• Exceptional written and verbal communication skills.
• Strong organizational and time management skills with the ability to prioritize multiple responsibilities.
• Demonstrated ability to handle sensitive situations professionally and with discretion.
• Proficiency with Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint.
• Experience with CRM or ticketing systems is considered an asset.
• Ability to analyze customer feedback and prepare meaningful reports.
• Passion for delivering exceptional customer experiences.

Skills & Attributes

• Outstanding customer service mindset.
• Professional, friendly, and approachable.
• Excellent problem-solving and critical thinking skills.
• Strong attention to detail.
• Ability to work independently while collaborating effectively with multiple departments.
• Comfortable working in a fast-paced environment with changing priorities.
• Positive attitude and willingness to assist wherever needed.

Working Conditions

• Full-time position based at Princess Auto Stadium.
• Evening, weekend, and holiday work is required during the football season and for major events.
• Must be available to work all Winnipeg Blue Bombers home games and select special events.

The Winnipeg Football Club welcomes applications from qualified individuals from all backgrounds and abilities. In accordance with accessibility and human rights legislation, the Winnipeg Football Club will provide interview accommodations to qualified job applicants with disabilities and other protected needs. If you require accommodation, please notify us and we will work with you to meet your needs should you be a successful candidate for an interview.