Customer Service Coordinator - AwayTeam Travel

CUSTOMER SERVICE COORDINATOR - AwayTeam TravelrnAwayTeam Travel, LLCrnLOCATION: Clearwater, FLrnDEPARTMENT: LODGING rnREPORTS TO: DIRECTOR OF LODGINGrnSTATUS: FULL-TIME (EXEMPT)rnABOUT THE COMPANY:rnThe 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.rnSFC 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.rnAwayTeam Travel, LLC is a division of the Sports Facilities Companies (SFC) and offers a marketplace service that facilitates the booking of hotel rooms for teams and individuals attending events operating within our venues.rnPOSITION SUMMARY:rnThe 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. rnThis 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.rnPRIMARY RESPONSIBILITIES WILL INCLUDE, BUT ARE NOT LIMITED TO THE FOLLOWING:rnrnSupport the Director of Lodging and Account Managers with the coordination of room blocks for eventsrnManage strong hotel partner and vendor relationsrnCreate, cancel, and modify room reservation requestsrnInvestigate and resolve customer inquiriesrnMake outbound phone calls to event attendees, hoteliers, venue staff, and event operatorsrnMaintain inventory of rooms, reservations, and hotel assignmentsrnAnswer inquiries about AwayTeam and its services through telephone and emailrnParticipate in strategic meetings with venue teams and event owners to explain AwayTeam services and to obtain a full understanding of events and their housing needsrnParticipate in meetings with event owners, venue staff and hoteliers regarding their pick-up, housing concerns, etc.rnReview and understand RFPs for contracted events with hoteliersrnContinuously monitor hotel pick-up and communicate with hotels, CVBs and the partner clients as necessaryrnCoordinate and collaborate with the Marketing Department on the promotion strategy of events to attendeesrnReport booking sales pace and pre/post event metricsrnProvide on-site representation of AwayTeam at select events, conferences, and sales meetings rnWork closely with venue staff and event owners to receive timely and actionable feedback on all key performance indicators for eventsrnrnMINIMUM QUALIFICATIONS:rnrnBachelor's in hospitality, travel/tourism, business administration, or similar area of study preferredrnExperience in customer service, sales operations, and the Hotel/Travel industryrnMust have excellent interpersonal and problem solving skillsrnMust be a team playerrnMust have excellent verbal and written communication and presentation skillsrnMust have experience with MS Excel, Word, PowerPoint, and Outlook, and have demonstrated the ability to learn new software platforms quicklyrnMust possess a strong ability to document and communicate with all levels of the organizationrnAbility to manage multiple software programs, deliver prompt and accurate responses to email and phone communications and provide a simple, rapid, competent support experiencernAbility to develop lasting professional relationships with clientsrnMarketing and promotional experience a plusrnStrong attention to detail, organizational skills and ability to work well under deadlinesrnAbility of providing solutions and delivering resultsrnrnWORKING CONDITIONS AND PHYSICAL DEMANDS:rnrnMust be able to lift 50 pounds waist highrnMay be required to sit or stand for extended periods of time whether indoors or outdoors, and squat, stoop or bendrnWill be required to operate a computerrnOffice has intermittent noisernrnTRAVEL DEMANDSrnrnUp to 50% as needed