Job Posting 85050

Festival Customer Service Coordinator
Greater Vancouver International Film Festival Society
Vancouver & Lower Mainland
1181 Seymour St. Vancouver
closing tomorrow (Mon, 27 Jun)
full time - temp / contract  •  $24/h

Job Title:                              Festival Customer Service Coordinator

Reports to:                       Ticketing and Box Office Manager

Duration:                          July 18 to October 28, 2022

Location:                             VIFF Centre

Scope:                                  VIFF Festival 2022

Remuneration:                 $24 per hour


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 Vancity and Studio Theatre, located in the VIFF Centre. 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.


Reporting to the Ticketing and Box Office Manager, the Festival Customer Service Coordinator is responsible for leading the VIFF Customer Service team to success. This is a customer service focused position with the primary goal of ensuring an exceptional customer experience for patrons of the Vancouver International Film Festival.





  • 2 years of experience in customer service;
  • Proven experience working with Elevent or other ticketing systems;
  • Proven experience training and supervising groups of employees;
  • Exceptional written and verbal communication abilities;
  • The ability to adapt to a constantly changing work environment;
  • Comfort with modern technology, ability to troubleshoot online streaming issues;
  • Experience working with volunteers.



Key Responsibilities:


  • Hire, train, coordinate and support the remote Customer Service Representative team that manages the VIFF festival infoline;
  • To schedule the Customer Service Representative team and ensure infoline shifts are adequately covered, including breaks;
  • Develop an actionable customer service plan in collaboration with other members of the VIFF customer service team;
  • Organize customer service meetings and other preparation meetings as required by the Ticketing and Box Office Manager;
  • Work with the Ticketing and Box Office Manager to develop adequate trouble-shooting documentation around VIFF Connect to share with the infoline team
  • To offer excellent customer service to all patrons of VIFF including the general public, VIFF members, VIFF guests, VIFF staff members and volunteers;
  • To investigate and problem solve customer service and related technical issues;
  • To sell tickets and offer ticketing support over the phone and email;
  • Work with the volunteer department to ensure in-person support for the volunteer helpline team;
  • Work with the IT and Office Coordinator to ensure the front desk area is clean and organized, packages are received and delivered to the appropriate staff members;
  • Establishing a positive, inclusive, and team-focused environment.



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