Vancouver Rise FC is seeking enthusiastic and dedicated Customer Service Representatives to join our fan engagement team. These individuals will play a key role in ensuring a positive experience for all fans through high-quality service and support. Team members will be responsible for assisting with ticketing inquiries, providing timely solutions to customer issues, and enhancing overall fan satisfaction during the season and beyond. This position is perfect for individuals who are passionate about sports, customer service, and building relationships with fans.
Key Responsibilities
1. Customer Service Support
- Serve as the first point of contact for fans via phone, email, chat, and in-person inquiries.
- Assist with general ticketing questions, including purchases, upgrades, seating options, and event details.
- Handle customer concerns, complaints, and inquiries in a professional, efficient, and courteous manner.
- Provide assistance with account management tasks, such as managing season ticket holder accounts, processing ticket transfers, and resolving ticketing issues.
2. Fan Engagement
- Provide a welcoming and positive experience for fans attending matches and events.
- Promote upcoming events, special offers, and membership benefits to fans through direct interactions.
- Help to facilitate fan loyalty programs and assist in tracking customer satisfaction metrics.
- Contribute to the overall fan experience by ensuring seamless customer interactions and supporting fan engagement initiatives.
3. Ticketing & Sales Support
- Assist fans with purchasing tickets through and ensure accurate transactions.
- Process group sales, special ticket promotions, and assist in managing bulk ticket orders.
- Stay informed on ticket availability, pricing, and promotional campaigns to provide accurate information to fans.
- Assist with day-of-game ticketing operations and provide support at ticketing booths when required.
4. Problem Resolution
- Address and resolve customer issues or complaints effectively and in a timely manner.
- Collaborate with the Account Manager and other team members to troubleshoot complex or escalated issues.
- Provide solutions to common fan concerns, including seating discrepancies, ticketing errors, and event changes.
5. Team Collaboration
- Work closely with other customer service representatives to ensure fans receive timely and accurate assistance.
- Participate in team meetings and training sessions to ensure continued professional growth and understanding of customer service best practices.
- Collaborate with marketing, sales, and operations teams to ensure a seamless experience for fans across all touchpoints.
Qualifications
- Previous experience in customer service or ticketing roles is preferred.
- Excellent communication skills, both written and verbal, with the ability to interact effectively with diverse groups of fans.
- Strong problem-solving abilities with a focus on delivering timely solutions.
- Ability to multitask and work efficiently in a fast-paced environment.
- Proficiency with Archtics ticketing system or similar systems is a plus.
- Ability to work well in a team-oriented environment.
- Enthusiastic, positive, and passionate about delivering exceptional customer service.
- High attention to detail and organizational skills.
- Flexible and adaptable, with a willingness to learn and take on new responsibilities.
- Ability to handle difficult or high-pressure situations with grace and professionalis**
Working Conditions
- Hours: This position will require evening and weekend work, especially on match days and during special events.
- Location: On-site at Vancouver Rise FC’s offices and home games at the stadium.
- Physical Demands: Ability to stand for extended periods and assist fans in busy environments (game days, events, etc.).
Job Types: Full-time, Fixed term contract
Contract length: 3 months
Pay: $28.00-$30.00 per hour
Expected hours: 40 per week
Benefits:
Flexible language requirement:
Schedule:
- Monday to Friday
- Weekends as needed
Education:
- Secondary School (preferred)
Experience:
- Call center: 2 years (preferred)
- Customer service: 1 year (required)
Work Location: In person
Application deadline: 2025-01-24
Expected start date: 2025-01-31
