This position is supported by the Canada Summer Jobs program. To be eligible applicants must:

• be between 15 and 30 years of age at the start of the employment.
• be a Canadian citizen, permanent resident, or person to whom refugee protection has been conferred under the Immigration and Refugee Protection Act for the duration of the employment; and
• have a valid Social Insurance Number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations.

July 24 - October 20, 2023, Full time employment contract (+OT as needed)

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 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, and working in collaboration with the Volunteer Department the Festival Customer Service Coordinator is responsible for leading the VIFF Customer Service and Volunteer Infoline team to success. This is a customer service focused position with the primary goal of 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).
• 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:

• • Train, coordinate and support the team of volunteers that manage the festival customer service and volunteer Infoline.
  • 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.
  • Assist volunteers with booking tickets, signing up for shifts and answer general questions.
  • Provide year-round Customer Service cover for the Ticketing and Box Office 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 and volunteer 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.
  • Transfer phone calls to appropriate staff members as required.
  • Keep the front desk reception area clean and organized.
  • 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 June 9, 2023

How to apply: Please submit a current CV, along with a cover letter to . Please include “HIRING 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.