Account Manager – Customer Service & Ticketing
/Organization:
Vancouver Rise FC
Deadline:
Jan. 24, 2025
Organization Description:
Vancouver Rise FC is an ambitious new professional women’s soccer team competing at the highest level. Based in Vancouver, we are committed to growing women’s sports, fostering community engagement, and delivering a first-class experience for our players, fans, and partners.
Website:
Job Description:
Vancouver Rise FC is seeking an enthusiastic and customer-centric Account Manager – Customer Service & Ticketing to oversee customer service operations and ticketing functions while leading a team of customer service representatives. The Account Manager will be responsible for ensuring exceptional fan experiences, managing the day-to-day ticketing operations, and supervising a team to effectively handle customer inquiries, issues, and ticketing needs. This role requires a balance of leadership, attention to detail, and a passion for sports and fan engagement.
Responsibilities:
1. Customer Service Team Leadership
- Supervise, motivate, and train a team of customer service representatives, ensuring high standards of service are consistently met.
- Create and implement best practices for handling customer inquiries, complaints, and service issues.
- Foster a positive and collaborative team environment, encouraging continuous improvement and professional development.
2. Customer Service Management
- Serve as the escalation point for complex customer inquiries, complaints, or concerns, ensuring timely resolution and satisfaction.
- Assist fans with ticketing-related questions, seating issues, and event inquiries.
- Address high-priority customer issues with professionalism and care, striving for first-contact resolution when possible.
3. Ticketing Operations
- Oversee the daily operations of ticketing systems, ensuring accuracy in orders, payments, and communications.
- Assist in the management of processing season ticket renewals, upgrades, and transfers.
- Coordinate group ticket sales, promotional offers, and special events related to ticketing.
- Work closely with the marketing team to execute ticket sales campaigns and promotions.
- Monitor ticket sales performance, analyze data, and provide insights and recommendations for future sales strategies.
4. Account Management
- Maintain and nurture relationships with key accounts, including season ticket holders, corporate clients, and group organizers.
- Assist in creating tailored fan experiences for VIP, corporate, and high-value clients.
- Conduct regular follow-ups with existing clients to ensure satisfaction and retention.
5. Fan Engagement & Retention
- Collaborate with marketing and community outreach teams to keep fans informed about upcoming events, promotions, and club news.
- Assist in developing strategies for fan retention, loyalty programs, and engagement.
6. Team Collaboration & Training
- Provide training and support to customer service representatives, ensuring they are equipped with the knowledge and skills needed to excel in their roles.
- Work closely with other departments, including sales, marketing, and operations, to ensure a seamless fan experience.
Qualifications:
Experience:
Minimum of 2-3 years in account management, customer service, or ticketing in the sports or entertainment industry, with at least 1-2 years in a leadership role.
Skills:
- Strong leadership and team management skills, with experience in training and coaching staff.
- Excellent communication and interpersonal skills, with a focus on customer satisfaction.
- Proficiency with Archtics ticketing system or similar systems is a plus.
- Ability to manage and resolve customer complaints efficiently and professionally.
- Strong organizational skills and the ability to multitask effectively in a fast-paced environment.
Attributes:
- A proactive, solution-oriented mindset and a passion for delivering exceptional customer experiences.
- Ability to thrive in a dynamic environment and adapt to changing priorities.
- Detail-oriented with the ability to handle complex tasks and troubleshoot issues.
- A team player with a collaborative approach to working across departments.
How to Apply:
Please include your cover letter in the body of an email and attach your resume when sending it to careers@vanrisefc.com.
Remuneration:
$68,000 - $72,000 Based on Experience
Contact Email: careers@vanrisefc.com
