Customer Success Agent - Sports & Hospitality

About the role

EventConnect connects event organizers, hotels and cities, and its head office is in downtown London, Ontario. As a Customer Success Specialist, you are the first point of contact for individual athletes and team players, helping them with hotel block room reservations. This opportunity supports the West Coast team and works a scheduled shift Monday to Friday, 11:30am to 8:00pm ET.

Key responsibilities

• Answer client questions about the platform by telephone, email and live chat.
• Collaborate with internal teams to meet service response times and keep a high customer satisfaction rating.
• Troubleshoot queries and complete additional customer support tasks.
• Support individual reservations within team blocks and monitor hotel compliance with rooming lists.
• Track and report support tickets through the CRM system.
• Keep KPIs and service benchmarks met and optimize workflow.

Required profile

• University or college graduate in Travel & Tourism, Hospitality or Sports Management (preferred).
• At least 1 year of experience in a tech support or customer service role.
• Previous hotel management or sales experience is an asset.
• TICO certification preferred; candidates without it will still be considered and asked to complete it within the first 3 months at EventConnect's expense.

Required skills

• CRM experience.
• Ability to multitask in a fast-paced environment and solve problems quickly.
• Friendly, professional communication on the phone and by email.

What we offer

• Competitive salary and benefits.
• Casual, energetic workplace with performance-driven culture and growth opportunities.
• IT equipment provided.