Events Customer Care Specialist

It's fun to work in a company where people truly BELIEVE in what they're doing!

We're committed to bringing passion and customer focus to the business.

Our Events Customer Care Specialist role provides a premier service experience for our Event Customers, concurrent with operational and hands-on support for our Event Operations and Sales Teams to support our Peter Millar and G/FORE Event initiatives and business. This position requires elevated customer experience to be provided through phone, email and ticketing channels of communication. This role will also aid our Event Operations Team by supporting processes internally for seamless event order execution from start to finish. Communication and collaboration across many departments is frequently required to successfully navigate the intricate and urgent needs associated with event order tasks and customer requests, approaching each inquiry or need with energy, empathy and resolve. This role will be cross trained to be able to provide interim support for other team members during PTO or sick days as well.

The ideal candidate for this position is service oriented, energetic, focused and approaches each day as a new opportunity to make a positive impact on our customers and colleagues alike. We are looking for a highly organized team member who is enthusiastic about service and especially focused on how to consistently provide premier experiences to our customers and teams in the event space.

ESSENTIAL FUNCTIONS:

• Often the first line of communication with Event Customers, this role will communicate professionally, accurately, and efficiently by email, phone and ticketing system
• Manage Event Concierge Inboxes and any requests within
• Engage and optimize each customer experience by demonstrating patience and empathy; prioritize your customer’s needs.
• Distinguish between wholesale customer and event participant (end-consumer), and apply proper solutions and procedures accordingly
• Identify and solve customer issues related to product orders, deliveries, credits, and returns; proactively share information with the team to improve the process.
• Collaborate with other teams to share suggestions regarding quality assurance and product requests by customers.
• Research fulfillment and shipping concerns; liaise with distribution teams to resolve concerns
• Process Event returns and exchange requests
• Daily monitoring and updating of event order statuses
• Prepare and ship event packaging to customers
• Proactively provide event tracking information to customers
• Assist Event Card needs to include preparing, shipping, invoicing maintenance
• Communicate clearly and frequently with internal Event Team to understand daily and weekly outlook and needs, to plan for proper attention to support them
• Understand all types of Event Experiences offered to effectively step in and provide the best service and solutions possible to our customers for effective and meaningful support
• Identify areas of opportunities and improvement to expand our continual growth and evolution of our event customer service experience
• Streamline event order solutions and care

COMPETENCIES:

• Extreme attention to detail while working in a fast-paced environment
• Eager to provide excellent customer service to all customers
• Ability to successfully manage multiple priorities simultaneously
• Efficient and prompt communication amongst team members and other departments
• Strategic thinking, strong planning, communication and problem-solving skills
• Sense of urgency with extreme attention to detail
• Extremely organized and proficient in prioritizing
• Skilled with Adobe Acrobat and Microsoft Office

• Effective at working in a team environment

DESIRED EDUCATION AND EXPERIENCE:

• Bachelor’s Degree in Business or related field

• 1-3 years of experience in customer service, sales or retail
• Strong skills with Microsoft Office required
• Experience with ZenDesk, BlueCherry, Softeon, SalesForce or Shopify is a plus
• Experience using an organizational time management system required
• Experience solving problems and thinking critically required

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!