Manager, Ticketing & Customer Service (TERM)

OEG Inc. • Edmonton, AB

5h • Onsite

About The Position

OEG Sports & Entertainment is seeking a Manager, Ticketing & Customer Service to join their team on a term basis for an 18-month maternity leave coverage. This role reports directly to the Vice President, Ticket Service and Operations and provides tactical leadership by facilitating and supporting service initiatives for multiple OEG brands including Oilers, Oil Kings, and Live Entertainment. The position is responsible for managing the direction and cohesion of revenue-generating Oilers and Oil Kings Season Seat Sales, Service, and Retention through professional development, communication, and satisfaction, with the goal of achieving incremental revenue and retention goals for Oilers, Oil Kings, and Live Entertainment.

Requirements

• Post-Secondary Degree or Diploma in a related field is required. In lieu of formal education, extensive experience in a related field may be considered.
• 3+ years of experience with a professional sports and entertainment organization. In lieu of requirements, experience in marketing, premium services, and entertainment may be considered.
• 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.
• Exceptional customer service and problem solving skills with the ability to anticipate needs and wants of internal and external clients.
• Excellent communication and presentation skills with the ability to influence, negotiate and gain commitment at all organizational levels.
• Excellent organizational skills using the latest technology and systems in order to organize workload, set priorities and work within deadlines.
• Dynamic, outgoing, self-motivated individual with outstanding communication and natural customer service instincts.
• Positive and resilient team-centric attitude with a professional image and demeanor.
• Proven success in service delivery, conflict resolution, and a high level of interpersonal skills to handle sensitive confidential situations and information.
• Demonstrated direct and indirect leadership of a cohesive team of young professionals.
• Ability to manage several complex projects simultaneously while working under pressure to meet deadlines while maintaining a positive working attitude.
• Communicates effectively, builds employee relationships, and provides support to all key stakeholders to ensure achievement of OEG goals and objectives.
• Understands the importance of holding the team to a high standard of data integrity and attentiveness to maintain accurate and timely data.
• Self-motivated planner with strong attention to detail.
• Available to work flexible hours as needed: including evenings, weekends and holidays.

Nice To Haves

• Experience with TM Archtics and Microsoft Dynamics is an asset.

Responsibilities

• Manages and leads Ticketing and Customer Services Representatives in regard to ticket-related service recovery, touchpoints, technical troubleshooting, Rogers Place information, and Secondary Ticketing.
• Leads ongoing retention, relocation and annual renewal campaigns for Oil Kings Brand and other event campaigns.
• Leads ongoing Accounts Receivable collections for all Oilers and Oil Kings Season Seats, Power Packs, Groups, retail and other AR with the goal to achieve $0 owing each fiscal year.
• Recruits and trains Ticketing and Customer Services Representatives into professional ticket service providers.
• Assists in the creation and maintenance of ticket service policies and procedures with respect to Rogers Place ticketing.
• Develops intimate knowledge of ticket holder needs and service recovery best practices.
• Manages and resolves all ticket and customer issues and post event follow-ups regarding conflict resolution and service recovery in the best interest of the customer as well as the company.
• Works directly with service providers (e.g. Rogers Place, ICE District Hospitality, Ticketmaster) on all aspects of retail buyer, Power Pack, groups, and Oil Kings Season Seat Membership experience and service recovery to maintain superior service levels.
• Schedules & manages Ticketing and Customer Services Representatives for event night responsibilities, service recovery, touchpoints and ticket trouble shooting in Rogers Place.
• Prepares staff schedule & manages time sheets.
• Oversees the queue telephony system to ensure optimal service delivery.
• Performs data management and reporting and ensures accurate administration and record keeping for all customer interactions.
• Seeks out industry best practices in an ongoing effort to continually improve our service levels and initiatives.
• Works directly with our Premium Services and Season Seat Services department leaders to ensure continuity across all ticket products.

Benefits

• 100% Employer Paid Benefits
• RSP Matching Program
• Oilers, Oil Kings, and Live Entertainment Ticket Options
• Healthcare and Lifestyle Spending Account Options
• On-Site Parking and Transit Allowance
• On-Site Gym
• Beautiful Office Space located Downtown Edmonton within Rogers Place – with easy access to the LRT!
• Social Work Culture + Employee Events

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree