Account Coordinator, Membership Service Team (12 month contract)

Company Description

At Maple Leaf Sports & Entertainment Partnership (MLSE), we are committed to creating an inclusive workplace that is representative of our community and where all employees feel they belong and can reach their full potential. We are Canada’s preeminent leader in delivering top quality sport and entertainment experiences and one of North America’s leading providers of exceptional fan experiences. We are the parent company of the National Hockey League’s Toronto Maple Leafs, the National Basketball Association’s Toronto Raptors, Major League Soccer’s Toronto FC, the Canadian Football League’s Toronto Argonauts and development teams with the Toronto Marlies (American Hockey League), Raptors 905 (NBA G League), Toronto FC II (MLS NEXT Pro League) and Raptors Uprising Gaming Club, the Toronto Raptors Esports franchise in the NBA 2K League.  

MLSE owns and/or operates all the venues our teams play and train in, including Scotiabank Arena, BMO Field, Coca-Cola Coliseum, Ford Performance Centre, BMO Training Ground, and OVO Athletic Centre. We also provide fans in Toronto with incredible live music and entertainment events, as well as exceptional culinary experiences through our restaurants (e11even and RS) and clubs (Hot Stove Club, ScotiaClub and Platinum Club). Through MLSE Foundation, we have invested more than $45 million into Ontario communities since 2009 and with MLSE LaunchPad, we provide a place where youth facing barriers use sport to recognize and reach their potential. 

We achieve all of this through our Common Purpose - to unite and empower our employees to create extraordinary moments for our fans and each other. Come be a part of the team.

Job Description

As an Account Coordinator on the Membership Team, you will be the first point of contact for Season Ticket Members and fans that are contacting MLSE. In this role, you will be responsible for servicing inbound call and email requests related, but not limited to, ticketing subject matter. Your primary objective will be to deliver outstanding service to inquiring fans and to troubleshoot and resolve service cases as the need arises.

In this part-time role, you will receive a weekly shift schedule that will be assigned based on the requirements of the business during that timeframe, with an expected minimum of 32 hours per week. On game days specifically, there will be shifts scheduled outside of regular business hours, primarily focused on pre-game phone line coverage.

As part of the team, you will also be responsible for supporting the achievement of our annual department objectives. The successful candidate should have an innovative mentality that is able to problem solve and thrive in a fast-paced environment.

Please note this position is available as a contract.

• Meet or exceed all assigned performance KPI’s
• Provide outstanding service and communication in addressing all inbound phone calls, emails or chatbot messages
• Support to all other service initiatives and programs as required including but not limited to the Member relocation events, game day duties and various Member networking events both in and out of venue
• Participate in strategic and innovative thinking exercises to challenge the status quo
• Work in conjunction with the entire Ticketing team to reach department goals and objectives
• Participate in special projects and perform other related duties as requested

Qualifications

Note: Before reviewing the qualifications listed below, we want you to know that we understand you may not meet all the qualifications described and have other relevant expertise and experience. We invite you to please share this with us in the "Message to the Hiring Manager" section of our online application.

• Relevant experience in developing sales and service relationships is ideal
• Available to work evenings, weekends and holidays as the need arises.
• TicketMaster and ARCHTICS knowledge is an asset but not essential
• Salesforce knowledge is an asset but not essential
• An ongoing awareness and responsiveness to client happiness
• Demonstrated ability to build and develop professional relationships
• Confident user of Microsoft 360 - Word, Excel, Outlook, PowerPoint
• Skillful at listening, understanding and communicating effectively
• A ‘One-Team’ approach toward departmental and company-wide goals
• Proven to perform well under pressure; balance multiple priorities simultaneously
• A self-starter with a mature, professional demeanor and presence
• Alert and receptive to shifting demands within a fast-paced, changing environment
• Comfortable and capable of delivering within a deadline-driven environment, applying time management and organizational skills
• A positive, winning approach, incorporating integrity, confidentiality and discretion

Additional Information

Apply by: April 5, 2023

We thank all applicants for their interest, however, only those selected for an interview will be contacted. 

At MLSE, we are committed to building an equitable, diverse and inclusive organization. We are an equal opportunity employer and we do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. MLSE will provide reasonable accommodation for qualified individuals with disabilities in the job application process. If you have difficulty using our online application system and you need an accommodation due to a disability, please email [email protected] Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.