Customer Service Coordinator

FAN EXPO HQFAN EXPO HQ is the largest pop-culture event producer in world. Our mission is to deliver the ultimate fan experience through our growing portfolio of events, which includes MEGACON Orlando, FAN EXPO Dallas, FAN EXPO Boston, FAN EXPO Denver, FAN EXPO San Francisco, FAN EXPO Canada, Calgary Comics & Entertainment Expo, FAN EXPO Vancouver, FAN EXPO Chicago, FAN EXPO New Orleans, FAN EXPO Philadelphia, FAN EXPO Cleveland, FAN EXPO Portland, VidCon, and more.FAN EXPO HQ is a division of Informa, the world’s leading events company, and together we create opportunities for fans to explore and celebrate all things pop-culture, through operational excellence, fandom expertise, and out-of-this-world content.Ready to embark on a new and exciting adventure? Read on.As a Customer Service Coordinator, you’ll be the hero making sure our fans have next-level experiences. This remote gig lets you work from home, but when the show calls, you’ll be on-site, in the action, making the magic happen at select events throughout the year. Plus, you’ll provide remote support for other epic shows when needed.We’re looking for a dedicated, U.S.-based team player who’s ready to bring the energy, solve problems like a pro, and keep the fandom hype alive. Sound like you? Let’s do this.Job DescriptionAs a Customer Service Coordinator, you will play a vital role in ensuring our attendees have exceptional experiences. This remote position offers the flexibility of working from home while requiring on-site presence at select events throughout the year. Additionally, you will provide remote support for various events as needed. We are seeking a dedicated individual based in the United States who is ready to contribute to our dynamic team. Key ResponsibilitiesDeliver outstanding service via email and in-person interactions to provide the ultimate fan experience.Be prepared to travel to see our shows in action and provide on-site customer service as needed.Collaborate closely with the Operations and Marketing Departments to resolve customer and ticketing issues.Work with the Marketing team and ticket platform provider to identify and implement enhancements and new initiatives to improve the fan experience.Provide appropriate solutions and alternatives within time limits, ensuring follow-up and escalation when necessary.Assist with the placement of orders, refunds, upgrades, or exchanges.Manage a large volume of incoming emails and advise on company/show information.Offer assistance and propose options for accessibility requests.Keep accurate records of customer interactions and file necessary documents.Follow communication procedures, guidelines, and policies.Compile reports on overall customer satisfaction, ticketing, and other relevant areas as required.Assist with admission ticket builds and Will Call requests.Support the RFID badge ordering and fulfillment process.Bring new ideas, problem-solve, and support the execution of initiatives to enhance our evolving shows across the portfolio.Continuously contribute to the ongoing improvement of the overall FAN EXPO experience.Other duties as required.