Head of First Impressions

Calgary Stampeder Football Club•Calgary, AB

3d•Onsite

About The Position

The Head of First Impressions (HOFI) will play an integral part of creating a welcoming environment for all visitors to the Saddledome and CSEC Administration offices. The successful candidate will work with internal and external stakeholders to deliver a positive experience within our environment. The position is a temporary fixed term contract ending June 30th, 2027.

Requirements

2+ years of experience in customer service, front desk, administrative, hospitality, ticketing, or related role.
Strong customer service skills with a genuine interest in helping people and creating positive experiences.
Excellent verbal and written communication skills.
Strong problem-solving skills and the ability to take ownership of customer questions and find appropriate solutions.
Ability to remain calm, professional, and solution-focused when handling difficult or sensitive customer interactions.
Highly organized and detail-oriented, with the ability to manage multiple priorities in a busy environment.
Comfortable working independently while knowing when to escalate an issue.
Strong computer skills and the ability to learn and navigate multiple systems and software platforms.
Ability to maintain confidentiality when handling customer account and payment information.
Strong teamwork and collaboration skills, with the ability to work effectively across multiple departments.

Nice To Haves

Previous experience with CRM, ticketing, customer service, or payment systems is considered an asset.
Previous experience in sports, entertainment, hospitality, or a membership-based environment is considered an asset.

Responsibilities

Serve as the primary point of contact at the front desk, welcoming and assisting guests, fans, Season Ticket Members, and visitors in a professional and friendly manner.
Receive incoming calls, emails, and inquiries, ensuring customers are connected with the appropriate department, resource or solution.
Provide customer service support to fans and Season Ticket Members across CSEC properties, including responding to questions, requests, concerns, and feedback.
Serve as a resource to fans and Season Ticket Members, assisting with tickets, memberships, accounts, payments, events, and general inquiries.
Manage inbound customer service inquiries (including from the Customer Service Contact Centre) efficiently, using FAQs, internal resources, and strong problem-solving skills to resolve issues at the first point of contact whenever possible.
Manage follow-up and collection of outstanding balances on Season Ticket Member accounts.
Support customer service, retention, outbound call campaigns, and other membership initiatives as required.
Prepare, organize, and coordinate incoming and outgoing couriers, deliveries, and daily mail.
Maintain office supplies, including coordinating replenishment as required.
Maintain internal phone lists, contact information, and other administrative resources.
Maintain a professional, organized, and welcoming front desk and Administration Office environment.
Perform other duties as assigned.