Account Manager, Customer Service

Calgary Stampeder Football Club•Calgary, AB

3d•Onsite

About The Position

The Account Manager Customer Service is primarily responsible for responding to all customer service inquiries and concerns, while ensuring satisfaction of clients is first priority. Provide administrative support by managing all season ticket/game packs; performing outbound calls to selected client group and maintain a positive relationship with all clients.

Requirements

Minimum 1-2 years of customer service experience
Exceptional telephone manner, positive attitude
The ability to multi-task and perform under pressure while meeting deadlines is crucial
Ability to work independently or as part of a team with exceptional communication skills (both written and verbal)
Strong problem solving skills

Nice To Haves

Post-secondary degree is considered an asset
Intermediate to advanced skills using all Microsoft platforms is considered a strong asset

Responsibilities

Address and resolve all customer service questions, requests, concerns, and feedback within a 24-business hour timeframe.
Manage inbound customer service emails and calls efficiently, responding promptly by leveraging FAQs and applying strong problem-solving skills.
Cultivate and maintain positive relationships with assigned Season Ticket Members through various channels, including outbound calls, face-to-face interactions at games and Season Ticket Member Events.
Lead the execution of the annual Season Ticket Member renewal campaign.
Conduct the specified number of touchpoints outlined by Service Management to maximize Season Ticket Member satisfaction and retention.
Utilize CRM tools to track and report the progress of relationships and touchpoint systems with Season Ticket Members, ensuring client profiles are consistently updated.
Attend a predetermined number of home games outside normal business hours, overseeing Ticket Office operations during these events.
Serve as a resource to all fans and season ticket members within the Scotiabank Saddledome.
Manage the collection of outstanding balances on Season Ticket Member accounts.
Actively promote and sell season tickets, groups, game packages, and day tickets for various events at Scotiabank Saddledome and McMahon Stadium.
Provide tours of the Scotiabank Saddledome and McMahon Stadium upon request.
Provide reception relief when required.
Actively participate in the Safety Program, adhering to all safety rules.
Perform other duties as necessary.