Job Description

Passionate about people and problem-solving? Join our team as a Customer Service Manager and help deliver unforgettable guest experiences!

• This full-time, temporary position will work at both our head office on Baker St. in beautiful Nelson, BC, and at the festival site near Salmo.
• Position Dates: ASAP – late-September. (The possibility of continuing on a part-time basis is to be reviewed post-festival.)

The Customer Service Manager plays a key role in the structure of the Customer Service Department as well as the parent department. They must be the most proficient at ZenDesk CRM use, as well as have a strong understanding of the knowledge base and policies that affect patrons. During the build period, they will need a keen eye for processes and administration as they will work closely with the parent department head to find efficiencies in all areas of the sub-departments. During showtime, the CS Manager will oversee several diverse teams and need to flexibly apply themselves to the areas that most need attention. If a patron issue becomes escalated, the CS Manager will be the final point of contact.

Responsibilities & Qualifications

Responsibilities Include:
• Daily auditing of inboxes (Sales & Info).
• Oversee the day-to-day operations in the Customer Service department.
• Liaise with the parent department head in all areas of operations.
• Ensure all Customer Service inquiries are responded to in a timely manner.
• Execute Customer satisfaction goals and coordinate with the team to ensure they are met.
• Maintain accurate records and document all Customer Service activities and discussions.
• Maintain a database of FAQs and key points.
• Monitor and develop department KPIs.
• Work with Marketing to develop a cohesive communications strategy across all channels (Email, DM’s, Social Media, etc.).
• Assess service statistics and prepare detailed reports on your findings.
• Train and Supervise any new Customer Service support staff as well as volunteers working during the festival.
• Develop CRM, utilizing suitable functions to improve system efficiencies.
• Act as the dedicated point of contact throughout the festival (24 hour service that also acts as an emergency service center).

Qualifications Include:
• Experience overseeing customer relations.
• High-level events operations experience.
• Outstanding written and verbal communication skills.
• Good understanding of customer service practices and techniques.
• Excellent leadership and interpersonal skills.
• Familiarity with productivity software (G-suite, MS Office).
• Exceptional ability to manage details and to multitask in a fast-paced environment.
• Ability to take initiative, employ good judgment, and manage projects from beginning to end.
• Well organized and self-motivated.
• Excellent attention to detail.
• De-escalation and negotiation skills
• A certain degree of creativity and latitude will be required.
• Should have a strong understanding of customer service standards.
• Comfortable working with tight deadlines under pressure.
• High level of literacy, communication and organizational skills.
• Excellent writing, editing, and proofreading skills.
• Confident and outgoing personality.
• Ability to work in a culturally diverse work space without personal judgments or bias.
• Execute and display the Shambhala spirit of love, magic, and welcome at each point of contact in a warm and friendly way!

Shambhala Music Festival is committed to employment equity. We strongly encourage applications from Indigenous peoples, Black people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.

Salary/Wage

$21-23 per hour.

Job Application Process

Ready to join the team? Submit your resume and cover letter through our online application here: https://crew.shambhalamusicfestival.com/jobs/5920843-customer-service-manager?promotion=1466576-trackable-share-link-free-job-boards%E2%80%9D

Apply Now