Account Coordinator, Season Seat Services

Oilers Entertainment Group•Edmonton, AB

8d•Onsite

About The Position

Reporting to the Manager, Season Seat Services, the Account Coordinator, Season Seat Services will act as a brand ambassador for Oilers Entertainment Group, providing a proactive approach to service for our Oilers Bowl Season Seat Holders with a commitment to ongoing touchpoints to clients by phone, email and in-person interactions – including in-seat visits and hosting!

Requirements

Customer service extraordinaire, with experience in a related field (sports industry, hospitality, etc.)
Excels at and enjoys providing service and conflict resolution with ease and patience
Dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts
Positive and resilient with a team-centric attitude and a professional demeanor
Collaborative culture builder that works well with a diverse team
Comfortable handling sensitive and confidential situations and information
Passionate about the Sports and Entertainment atmosphere, and are excited and flexible to work event hours as needed: including evenings, weekends and holidays
Undergraduate Degree or Certificate is required. In lieu of formal education, extensive experience in a related field may be considered
1-3 years of experience in a related field
Excellent written and oral communication skills
Computer proficiency and technical aptitude with the ability to utilize all Microsoft Office products (OneNote, Outlook, Excel, Word); Experience with TM Archtics and Microsoft Dynamics is an asset
Ability to handle multiple tasks and projects with varying deadlines while maintaining a positive working attitude

Nice To Haves

Experience with TM Archtics and Microsoft Dynamics is an asset

Responsibilities

Provide a proactive approach to service for Oilers Season Seat Holders in an effort to maintain and increase revenue
Maintain relationships and the retention of 1,000+ Season Seat accounts including hosting/hospitality requirements
Executing a touchpoint plan to help increase customer satisfaction
Quickly respond, resolve and proactively anticipate customer challenges, complaints, requests, and inquiries by being an expert on all products, benefits and services
Assist during gamedays in ensuring an exceptional experience for all ticketed guests. Functions may include, but is not limited to, ticket and client service support, overseeing Season Seat Holder experiences and managing service standards
Accurately enter all touchpoints and client profile information gathered in CRM system for reporting, updating and account relationship purposes
Identify and convert on incremental revenue opportunities for existing clients
Advanced knowledge of ticket troubleshooting regarding TM Archtics, Fan to Fan Resale, Forwarding, Emailing, Printing, Transferring, etc.
Assist with ticket service issues that may arise within the department by demonstrating excellent teamwork and collaboration
Prepare event night reporting in relation to assigned accounts working to resolve any service issues that may need post event resolution
Oilers Renewal Campaign – Outbound calls, emails, and interactions with clients to drive revenue for OEG
Assist with Season Seat Holder events and project including organizing, setup, check-in, operations and execution
Daily creation of detailed account financial statements – payments, credits, details
Process payments in accordance with payment plans
Facilitate AR calls to clients with past-due payments