Customer Service Coordinator

6 months ago

Toronto, Canada Informa Group Plc. Full time

**Company Description** Company Description**

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections. We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programs for individuals and businesses.

**FAN EXPO HQ**

FAN EXPO HQ is the largest comic con event producer in the world. Our mission is to deliver the ultimate fan experience through our growing portfolio of events, which includes FAN EXPO New Orleans, FAN EXPO Portland, FAN EXPO Vancouver, Toronto Comicon, FAN EXPO Philadelphia, CALGARY EXPO, FAN EXPO Cleveland, MEGACON Orlando, FAN EXPO Dallas, FAN EXPO Denver, FAN EXPO Chicago, FAN EXPO Boston, FAN EXPO Canada, EDMONTON EXPO, Dallas Fan Festival, and FAN EXPO San Francisco.

FAN EXPO HQ is a division of Informa, the world’s leading events company, and together we create opportunities for fans to explore and celebrate all things pop-culture, through operational excellence, fandom expertise, and out-of-this-world content.
**Job Description** Job Description**

As a Customer Service Coordinator, you will play a vital role in ensuring our attendees have exceptional experiences. This remote position offers the flexibility of working from home while requiring on-site presence at select events throughout the year. Additionally, you will provide remote support for various events as needed. We are seeking a dedicated individual based in Canada who is ready to contribute to our dynamic team.

**Key Responsibilities**
- Be prepared to travel to see our shows in action and provide on-site customer service as needed.
- Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.
- Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.
- Provide appropriate solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.
- Assist with the placement of orders, refunds, upgrades, or exchanges.
- Offer assistance and propose options for accessibility requests.
- Keep accurate records of customer interactions and file necessary documents.
- Follow communication procedures, guidelines, and policies.
- Compile reports on overall customer satisfaction, ticketing, and other relevant areas as required.
- Assist with admission ticket builds and Will Call requests.
- Support the RFID badge ordering and fulfillment process.
- Bring new ideas, problem-solve, and support the execution of initiatives to enhance our evolving shows across the portfolio.
- Continuously contribute to the ongoing improvement of the overall FAN EXPO experience.
- Other duties as required.

**Qualifications** Requirements**
- Proven experience in a customer service role, preferably within the events industry.
- Strong communication skills, both written and verbal.
- Ability to work independently and manage time effectively in a remote environment.
- Willingness to travel and be on-site at select events throughout the year.
- Proficient in using customer service software and other relevant tools, such as Zendesk, Word, and Excel.
- Exceptional problem-solving skills and attention to detail.
- Positive attitude, strong work ethic and team player.
- Located in Canada.

**Additional Information**

Our benefits include:

- Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
- Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
- Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms, and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
- Broader impact: take up to four days per year to volunteer, with charity match funding available too
- Learning and development plan to assist with your career development
- 10 days PTO
- Competitive Benefits
- Paid parental leave
- Work with a high quality of specialist products and service
- Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration
- As an international company, the chance to collaborate with teams around the world

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion comm

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