The Customer Support role is the first point of contact for attendees, offering efficient and friendly assistance within one business day. This role manages diverse communication channels, transitions between events seamlessly, and handles data entry tasks. You'll engage in prospecting calls, collaborate with clients, and demonstrate strong time management skills. Your commitment to excellence is paramount in ensuring attendee and client satisfaction.

Responsibilities

First Point of Contact: Serve as the initial point of contact for attendees, prioritizing efficiency, approachability, and professionalism. Response to inquiries should be made within one business day.

Multichannel Communication: Skillfully manage multiple communication channels across various clients, including email, phone, and chat, while maintaining a high level of responsiveness and clarity.

Multi-Tasking: Seamlessly transition between different events, demonstrating adaptability and a quick grasp of diverse event-specific requirements.

Data Management: Execute accurate data entry tasks including name changes, cancellations, and new registrations using our TEAM software, ensuring data integrity and completeness.

Prospecting: Engage in prospecting calls to connect with large groups of potential attendees, conveying the value and benefits of the events.

Client Collaboration: Collaborate effectively with clients by attending meetings, fostering open communication, and addressing their needs with professionalism and dedication.

Timely Execution: Prioritize and complete all tasks and assignments in a timely manner, upholding our commitment to delivering efficient and quality support.

Documentation: Maintain thorough support documentation, encompassing special cases and unusual scenarios, allowing for seamless customer support.

Team Work: Work with other Customer Support staff and Project Managers to provide exceptional support.

Skills

Customer Service: Exceptional customer service skills, including active listening, empathy, and a customer-centric approach, are essential for providing attendees with a positive experience.

Adaptability: The ability to seamlessly switch between different events, and communication channels, and adapt to unique event requirements, ensuring a smooth attendee experience. Readiness to adapt to evolving client needs and industry changes, demonstrating flexibility in approaches and solutions.

Attention to Detail: Strong attention to detail to accurately update attendee information and maintain data integrity using relevant software.

Time Management: Excellent time management skills to prioritize tasks, meet deadlines, and handle multiple responsibilities efficiently.

Problem-Solving: The ability to quickly identify and resolve attendee inquiries and issues, demonstrating problem-solving skills to ensure attendee satisfaction.

Technical Proficiency: Familiarity with relevant software systems, including customer support tools, event management software (like TEAM), and communication platforms.

Professionalism: Maintaining a high level of professionalism, including courteous communication, maintaining confidentiality, and representing the organization positively.

Teamwork: Collaboration with colleagues and cross-functional teams to ensure cohesive support and consistent service delivery.

Communication: Strong written and verbal communication skills for effective and clear interactions with attendees and clients.

Education/Experience

A Bachelor's degree or higher is required.

Travel

Some travel may be required, including potential international travel, determined on a project-by-project basis. Language

Proficiency in English is a prerequisite, with fluency in Spanish considered a valuable asset.

Other Requirements

A stable and fast internet connection and a Windows-capable computer.

Reporting

Day-to-Day Reporting: The Customer Support role reports on a day-to-day basis to each Project Manager. They work closely with the Project Manager to ensure the seamless execution of event-related tasks and provide support as required.

Direct Reporting: The direct supervisor for the Customer Support role is the Chief Operating Officer (COO). The COO oversees the broader organizational context and strategic alignment, ensuring that the role aligns with the company's overarching objectives and goals.