Job Posting 101976

Customer Service Coordinator
Greater Vancouver International Film Festival Society
Vancouver & Lower Mainland
1181 Seymour Street Vancouver, BC
closing today (Wed, 17 Jul)
full time - temporary / contract  •  $7290 Employment Contract

 

Job Title:                            Customer Service Coordinator

 

Reports to:                        Ticketing and Customer Service Manager

 

Duration:                          August 12 - October 18, 2024 - Full time

                                           Wednesday - Sunday, 10:30am to 6:30pm

                                           Monday – Friday for training and post-festival

 

Location:                            VIFF Centre – This is a full-time onsite position

 

Scope:                                Vancouver International Film Festival 2024

 

Remuneration:                $7290 Employment Contract

 

The Greater Vancouver International Film Festival Society is a not-for-profit cultural organization that operates the internationally acclaimed Vancouver International Film Festival (VIFF) and the year-round program at the VIFF Centre. We thank the Musqueam, Squamish and Tsleil-Waututh Nations for their continued stewardship of the unceded and occupied land on which our work takes place.

 

VIFF is the home of film and film culture in Western Canada. Driven by curatorial excellence, VIFF encourages understanding of the world’s cultures through the art of cinema. We produce screenings, talks and events as a catalyst for a diverse community to discover, discuss and share the creativity and craft of storytelling on screen.

 

The Greater Vancouver International Film Festival Society is dedicated to accessible employment practices and committed to being an equal-opportunity employer. We value a diverse and inclusive workplace that is reflective of our community and encourage applications from members of communities that have been marginalized based on sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, or status as an Indigenous person. Please feel free to advise us of any accommodation needs.

 

We believe that film has a unique ability to celebrate the complexity of the human condition and that it is our responsibility to steward that power toward creating meaningful change in our world. When you work at VIFF you are part of a friendly, dedicated team who are passionate about the transformative power of the cinematic experience.

 

ABOUT THE POSITION

Reporting to the Ticketing and Box Office Manager, and working in collaboration with the Volunteer Department, the Festival Infoline Coordinator is responsible for coordinating the VIFF Customer Service Infoline and feedback emails as well as ensuring an exceptional customer experience for patrons and volunteers of the Vancouver International Film Festival.

 

 

Qualifications:

  • 2+ years of experience working in customer service.
  • One year’s experience working with event ticketing systems (preferred, training will be provided).
  • Proficient in Microsoft Office systems (Word, Excel, PowerPoint).
  • Experience leading a team.
  • Outstanding communication and interpersonal skills.
  • Demonstrated commitment to the customer service experience.
  • Commitment to the principles of justice, equity, diversity and inclusion.
  • Experience working with volunteers is an asset.

 

Key Responsibilities:

  • Create a welcoming work environment for all VIFF team members.
  • Coordinate and oversee the box office helpline to sell tickets, exchange tickets, and troubleshoot customer related issues.
  • Provide year-round Customer Service coverage for the Ticketing and Customer Service Manager during the festival build period and post-festival, during the week of office closure.
  • Bring an excellent customer service experience to all VIFF patrons including the general public, members, volunteers and staff.
  • Ensure all customer inquiries are responded to in a timely manner including phone calls, electronic communications, voicemails and in person visits.
  • Communicate challenges and potential solutions to challenges to the Ticketing and Box Office Manager, or Festival Volunteer Manager, as appropriate.
  • Provide assistance for volunteers that manage volunteer Infoline, when applicable.
  • Transfer phone calls to appropriate staff members as required.
  • Answer enterphone, receive packages and deliver them to the appropriate staff members.
  • Track all relevant customer inquiries in customer service software, Freshdesk.
  • Oversee accreditation pickup table on weekends – including setup, volunteer check-ins and re-printing passes as required.

 

 Deadline for application is July 17, 2024

 

How to apply:

Please submit a current CV, along with a cover letter to . Please include “CUSTOMER SERVICE COORDINATOR” in the subject line of the email. We thank all applicants for their interest and advise that only those requested for an interview will be contacted due to the volume of applications anticipated. No phone calls, please.

 

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