Assist clients with questions about the overall platform by telephone, email & live chat
Work with other internal teams to provide high-quality support while meeting service response time goals and maintaining a high customer satisfaction rating
Continuously working to troubleshoot queries
Complete any additional customer support responsibilities that assist in creating the best experience for our teams and athletes
Support individual reservations within team blocks
Monitor hotel compliance with rooming lists
Completing, tracking and reporting support tickets through the CRM system
Ensure all KPIs and service benchmarks are consistently met, optimizing workflow and customer satisfaction.

Ability to multitask and be agile in a fast-paced environment
Ability to quickly identify and assess customers' needs to achieve satisfaction
Accepts and welcomes new challenges
Accountable for being a team member and contributing to goals
Friendly, professional and confident nature both on the phone and through email communications
Strong problem-solving skills and ability to collaborate with others
Ability to gauge your client and adjust your approach
Organized approach to completing your work to ensure clients and hotel relationships are strengthened
Detail-oriented and precise team player who enjoys working with others
CRM experience
A University or College graduate, Travel & Tourism, Hospitality or Sports Management preferred
Minimum of 1 year of experience in a tech support or customer service role
Previous experience in hotel management or sales would be considered an asset
Travel Industry Council of Ontario (TICO) certification is preferred.

Competitive salary and benefits
Casual but energetic work environment made for today’s workers
Performance-driven culture
Growth opportunities
IT equipment provided
A culture of teamwork, celebrations of success, social gatherings and goal-oriented work

Customer Success Agent, Hotel and Sports Management

Key skills