| At Meeting Expectations, service is our business. We thrive on speedy resolution to our clients’ needs and concerns and can do so with grace and a smile. Our Customer Engagement Team is a specialized group of customer service experts who are able to attend to the varying needs of registrants of all types in a fast-paced environment, while maintaining the highest levels of professionalism and customer service excellence. As a Senior Customer Engagement Specialist, you will work closely with several different meeting planning teams to establish and maintain the registration process for client’s events. You will provide team support and client oversight as it relates to timely data entry, collection of supportive information and report generation while handling more complex client projects. We’re always striving to find ways to do things better, ensuring our customers have the best experience possible, so we look to our employees to help us improve. Principal Duties and Responsibilities Customer Service - Provide excellent customer service to internal and external clients and attendees through phone calls, emails, onsite engagement, etc.
- Customer service focused through handling all telephone calls, email campaigns and requests (daily, weekly, etc.)
- Utilize multiple registration systems
- Project patience, empathy, caring and sincerity in voice tone and words
- Establish rapport over the phone quickly, and remain positive and upbeat
- Locate and communicate event information from several different sources to clients and attendees
- Respond to client and attendee calls quickly
- Resolve attendee and client questions and escalations
- Quick response to clients and attendee requests at least 24-hour turnaround time
- May be required to work in multiple queues/skill sets
- Manages multiple client email boxes in Outlook
- Be proficient in the use of telephone equipment, including headsets
Client Oversight - Maintain and update client history documentation
- Handle more complex projects
- Ensure contractual compliance for Registration Services
- Manage the implementation of new processes - communication
- Solid understanding of registration standards
Utility Support - Be an active participate in client/team meetings, may lead based on project contract.
- Conduct WebEx report training to the client on how to use registration reporting whether it is by excel pivot tables and charts or system generated reports
- Assisting team with demanding responsibilities and daily needs
- Ensure that all registration database systems are functioning accurately and implement corrective procedures when errors occur
- Proofing and applying form standards to conference materials and/or team reports before they are sent out to ME or client
- Contribute to ongoing customer engagement improvement by providing recommendations or developing new processes/procedures
- Provide on-site support to new team members for first program
- Participate in training for new team members
- Oversight on supplier contracts for registration
- Lead relations for in-house system change/enhancement needs
- Handles special projects and/or duties as directed
Team Oversight - Review accounting reconciliations regarding registration fee transactions for final billing and client financial reports
- Training new employees on registration systems and other registration tools
- Under direction of department director update training materials for registration playbook
- Work with Customer Engagement Coordinators to ensure that all registration supplies, such as badge holders, badge paper, lanyards and ribbons are ordered in a timely manor
- Audit Client databases to ensure department standards are met
- Review client reports to department standards
- Quality control for registration system build out prior to releasing to client (internal and external)
Registration Coordination - Track registration client history documents
- Work with meeting planners to determine the layout/design of the on-site registration area
- Create/review/approve registration area signage in conjunction with the meeting planner
- Organize and order registration supplies: badge holders, lanyards, ribbons, etc. based on client need
- Stuff badges
- Attend project meetings
- Meet project deadline dates
- Provide onsite registration coordination
- Handle multiple events
- Assist as backup for all registration clients at any time
- Handles special projects and/or duties as directed
Reporting - Follow department procedures related to reporting guidelines
- Compile registration reports for clients using Microsoft Excel
- Submit reports to Conference Project Lead for review and approval
- Work with accounting to compile invoices
- Finalize database wrap-up with accounting
Database Management - Data entry by processing registration applications received though phone calls, the web site, mail, and fax and process them through registration database
- Update the registration system weekly to ensure accuracy of database
- Document all changes to attendee records in the registration system
- Follow-up with registrants regarding outstanding payments pre and post event
- Ability to process transactions accurately and efficiently
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