Customer Service Coordinator

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

• Deliver outstanding service via email and in-person interactions to provide the ultimate fan experience.
• 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.
• Manage a large volume of incoming emails and advise on company/show information.
• 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

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us. But don’t just take our word for it – see what our colleagues have to say at LifeAt.Informa.com

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

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, provincial or municipal law.

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 commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

See how Informa handles your personal data when you apply for a job here.