Oilers Entertainment Group Hiring for Representative, Ticketing & Customer Service at Edmonton, AB Full Time

About OEG:

OEG delivers North America’s leading sports and entertainment experiences to connect our fans to their passions. Located in the heart of the ICE District, OEG owns the 5-time Stanley Cup Champion Edmonton Oilers, the WHL’s three-time Memorial Cup Champion Edmonton Oil Kings, and the AHL’s Bakersfield Condors. OEG operates Rogers Place, North America’s premier and most technologically advanced sports and entertainment venue. The 18,647 seat, $480 million arena is among the most technologically enabled sports facilities in North America as well as the first LEED Silver-certified NHL Facility in Canada.

Our vision is to be a Global Leader in Sports & Entertainment. Together, we inspire our fans by connecting them to their passions, which is ours as well! We play hard as a team, and with devoted integrity towards our common purpose. We have commitments to innovation and growth, combined with performance excellence that ensures a fair return on investment. We develop our people to be leaders in our industry, and we invest in our communities. Through our world class talent, we strive to WIN. ON and OFF the ICE.

Role Summary:

Reporting to the Manager, Ticketing & Customer Service, the Representative, Ticketing & Customer Service will act as a brand ambassador for Oilers Entertainment Group, providing a positive approach to service for our customers with a commitment to ongoing touchpoints to clients by phone, email and in person interactions. This role is responsible for ticket-related service recovery, technical troubleshooting, Rogers Place information and Secondary Ticketing.

Who You Are:

• You have a strong ability to manage the priority of projects and campaigns
• You demonstrate success in service providing, conflict resolution, and patience
• You are skilled at customer service, and have the ability to ensure excellent customer care to both internal and external clients
• You have excellent written and oral communication skills
• You have the ability to deal with a variety of projects and workload in a fast-paced industry
• You are detail oriented, with strong analytical and troubleshooting skills

Core Responsibilities and Duties:

• Provides ticket service for inbound calls and emails pertaining to the Edmonton Oilers, Edmonton Oil Kings and Rogers Place Events
• Maintains accurate and detailed client records in Archtics and CRM.
• Provides reactionary service and follow-up inquiries and concerns pertaining to the Edmonton Oilers, Edmonton Oil Kings, Rogers Place events, and Ice District
• Facilitates ongoing touchpoint programs – calls, in-seat visits, hosting, attendance reports
• Exemplifies detailed knowledge of the Edmonton Oilers, Oil Kings, Rogers Place, and ICE District
• Demonstrates knowledge of ticket troubleshooting regarding TM Archtics, NHL Ticket Exchange, Emailing, Printing, Transferring, etc.
• Handles incoming inquiries regarding Rogers Place and surrounding area
• Edmonton Oilers & Edmonton Oil Kings renewal campaigns – Outbound calls, emails, and interactions with clients to drive revenue for OEG
• Maintains relationships and retention of Edmonton Oil Kings accounts
• Assists with facilitating ticket package pick up and gifting programs
• Daily creation detailed account financial statements – payments, credits, details
• Prints, packages, and mails game/event tickets
• Processes payments in accordance with payment plans
• Facilitates AR calls to clients with past-due payments

Education, Experience and Skills:

• Undergraduate Degree or Certificate is required. In lieu of formal education, extensive experience in a related field may be considered
• 1+ years of experience in a related field
• Experience in Ticketing programs (Archtics and CRM) is an asset
• Customer Service experience in a related field (sports industry, hospitality, etc.
• High proficiency in Microsoft Suite of products (Outlook, Excel, OneNote, Word)

Who You Are:

• You are confident, self-motivated, strong communicator, professional demeanor.
• You understand that the professional sports & entertainment industry often results in odd and unpredictable working hours (evenings, weekends, holidays, etc.).
  • 50-100 evenings and weekends (Oilers, Shows, Events), including holidays

What’s in it for you?

• 100% Employer-paid Health Benefit Plans
• RSP Matching Program
• Flexibility & hybrid work model
• Oilers, Oil Kings, and Live Entertainment ticket options
• Healthcare and Lifestyle Spending Account Options
• On-Site secured parking and/or transit allowance
• On-Site gym
• Beautiful office space located in Rogers Place – with easy access to the LRT
• Social team culture + employee events

Next Steps:

Thank you for your interest in joining our team! Those moving forward in the process will be contacted by a member of our team. Our organization is committed to being fully vaccinated against COVID-19. We require the successful applicant to disclose their vaccination status and provide proof of their full COVID-19 vaccination.

Experience

Preferred

• 3 year(s): 3