Customer Service Coordinator - Lodging Services - The Sports Facilities Companies

CUSTOMER SERVICE COORDINATOR - AwayTeam Travel

AwayTeam Travel, LLC

LOCATION: Clearwater, FL

DEPARTMENT: LODGING

REPORTS TO: DIRECTOR OF LODGING

STATUS: FULL-TIME (EXEMPT)

ABOUT THE COMPANY:

AwayTeam Travel ("AwayTeam") is a technology company specializing in booking hotel rooms for families and teams traveling to youth and amateur sports events.

Founded by The Sports Facilities Companies ("SFC"), a market leader in the management of youth and amateur sports venues, AwayTeam was designed as a fully customizable travel solution for SFC's network of sports destinations. Our technology simplifies group travel arrangements, helping families and teams focus on what matters most-game time.

The Sports Facilities Companies (SFC) are the Nation's leading resources for the management and development of sports, recreation, wellness, and events facilities. As a turn-key solution for community leaders and developers alike, SFC services span the gamut of sports and recreation needs from sports tourism & recreation master planning, program planning, and feasibility through professional facility management services. Our 30+ managed venues and 1500+ team members, represented by the SF Network, welcome more than 25 million guest visits and produce over $250 million in economic impact each year.

SFC was awarded national recognition as a Top Workplace and is considered a workplace of choice. Our mission-focused company is highly entrepreneurial, team-oriented with a culture centered on collaboration, accountability, excellence, and service. We are growing rapidly and looking for high performers at every level to grow with us.

POSITION SUMMARY:

The Customer Service Coordinator will report to the Director of Lodging and will be responsible for delivering a superior customer service experience to event owners, hoteliers, and individuals booking reservations through the AwayTeam lodging platform. This role will be the first point of contact for teams and individuals needing assistance with booking rooms and managing reservations for events. The Coordinator will maintain a rapid response rate, keep detailed records of customer communications, and be proactive and reactive with communications to hoteliers, event owners, event attendees, and venue staff.

This position will aim to continuously improve and develop the AwayTeam product and services while collaborating with the venue teams, hoteliers, and event owners to meet financial and service goals.

PRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:

• Support the Director of Lodging and Account Managers with the coordination of room blocks for events
• Manage strong hotel partner and vendor relations
• Create, cancel, and modify room reservation requests
• Investigate and resolve customer inquiries
• Make outbound phone calls to event attendees, hoteliers, venue staff, and event operators
• Maintain inventory of rooms, reservations, and hotel assignments
• Serve as the first point of contact for customer service inquires received through telephone, email, and chat
• Participate in strategic meetings with venue teams and event owners to explain AwayTeam services and to obtain a full understanding of events and their housing needs
• Participate in meetings with event owners, venue staff and hoteliers regarding their pick-up, housing concerns, etc.
• Review and understand RFPs for contracted events with hoteliers
• Continuously monitor hotel pick-up and communicate with hotels, CVBs and the partner clients as necessary
• Coordinate and collaborate with the Marketing Department on the promotion strategy of events to attendees
• Report booking sales pace and pre/post event metrics
• Provide on-site representation of AwayTeam at select events, conferences, and sales meetings
• Work closely with venue staff and event owners to receive timely and actionable feedback on all key performance indicators for events

MINIMUM QUALIFICATIONS:

• Bachelor's in hospitality, travel/tourism, business administration, or similar area of study preferred
• Experience in customer service, sales operations, and the Hotel/Travel industry
• Must have excellent interpersonal and problem solving skills
• Must be a team player
• Must have excellent verbal and written communication and presentation skills
• Must have experience with MS Excel, Word, PowerPoint, and Outlook, and have demonstrated the ability to learn new software platforms quickly
• Must possess a strong ability to document and communicate with all levels of the organization
• Ability to manage multiple software programs, deliver prompt and accurate responses to email and phone communications and provide a simple, rapid, competent support experience
• Ability to develop lasting professional relationships with clients
• Marketing and promotional experience a plus
• Strong attention to detail, organizational skills and ability to work well under deadlines
• Ability of providing solutions and delivering results

WORKING CONDITIONS AND PHYSICAL DEMANDS:

• May be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bend
• Will be required to operate a computer
• Office has intermittent noise

TRAVEL DEMANDS

• Up to 30% as needed