Job description

Position Summary
Responsible for researching and disseminating event information needed to train the Contact Center Representatives for quality call/email handling and customer service. Act as lead for Contact Center staff for event knowledge. Work with Manager to identify trends and create solutions for process improvements and job satisfaction. Virtual or hybrid work arrangements are available.

Essential Functions

• Maintain event email boxes and respond to all inquiries within 24-48 hours
• Provide daily support for online Chat representatives by responding to inquiries.
• Research /update online abstracts/tools and disseminate event specific information needed for contact center staff to be able to respond to callers inquiries.
• Assist with monitoring staff on call handling, stepping in when needed and providing guidance on difficult calls, follow contact center policies and procedures and contact center event specifics.
• Assist with maintaining: contact center procedures, quick reference guides, and online tools.
• Responsible to update post event journals thru out event.
• Manage contact center queues effectively to ensure service levels.
• Manage and respond to telephone and email issues within company.
• Assist with QC of attendee/exhibitor and group websites and emails before live dates.
• Attend and participate in Overview, Database and Implementation meetings for all assigned Contact Center events.
• Assists with accepting incoming calls for all events promptly, courteously. Provides accurate and detailed answers to attendee and exhibitors; researches and resolves problems, and communicates information in a clear and concise manner.
• Takes registrations over the phone and performs automated data entry.
• Follows up on customer inquiries and research to assure satisfactory completion.
• Remains current on changes in show facts, policies, procedures and product offerings.
• Knows and understands individual trade show components, attendees and exhibitors so that individual is well informed and accurate when providing information.
• Works with other Contact Center Representatives to ensure that daily information requests are fulfilled and that files are kept current.
• Works as a team player and communicate effectively with other departments within the organization, while providing excellent customer service.
• Performs additional clerical duties and projects as assigned by the Contact Center Manager.

Required Skills
Must have strong interpersonal communication, customer service and team building skills. Individual must be detail oriented and have excellent verbal and written capabilities. Must be comfortable providing coaching and assistance to agents on difficult calls. Must possess a demonstrated proficiency in Microsoft Office. Excellent keyboarding skills are required. Must be able to multitask and handle stressful situations in a calm and professional manner. Individual must have a pleasant telephone voice and manner.
Physical Requirements

• must be able to sit for extended periods of time; must be able to use computer and telephone equipment, including typing on keyboard;
• must be able to think analytically, concentrate on tasks and remember details

Education/Certification
High School Diploma or equivalent, and at least one year experience in a team lead role position managing staff.

It Pays to Work Here
We take a holistic approach to compensation at CDS, which for this full-time position includes:

• Competitive Compensation and Profit-Sharing
• Flexible paid time off policy
• Retirement Plan Matching
• Generous Parental leave
• Comprehensive health plans
• Training and professional development

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