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Customer Service Specialist

Department: Enablement - Digital Studios
Location: Seattle, WA

WHO WE ARE

Opus Agency is a strategic event consulting firm advising some of the world’s most influential brands to design, create, and manage their most important events and experiential campaigns. We partner with our clients to build fully integrated, highly effective teams that create remarkable experiences and activations around the world. Opus Agency is known for fostering the growth and development of professionals who have a passion for the event industry.  In pursuit of that, we offer an extensive training program, resources, and mentorship with dedicated event professionals who have decades plus of experience.

The Participant Engagement Coordinator is responsible for assisting and executing tasks related to event registration customer service, which includes answering and directing incoming calls, email, and online chat from attendees, clients, hotels, and team members, pulling reports and other projects as assigned.

ESSENTIAL RESPONSIBILITIES

  • Uses historical knowledge and expertise of event processes to train and supervise event specific customer service teams.
  • Provides recommendations on customer service best practices.
  • Completes tasks as assigned by technical project manager and digital project managers
  • Well versed in customer service tools and resources.
  • Operates independently and identifies appropriate solutions.
  • Handles more difficult/higher touch programs, and tasks or programs that require a higher level of customer service expertise.
  • Maintains understanding of revenue and housing department event information and processes.
  • Leads satellite registration location onsite including supervising and training temporary staff.
  • Assists in streamlining event CSR team resources, specifically across the larger events.
  • Provides additional oversight of CSR team on larger events.
  • Provides excellent customer service to attendees, clients, and vendors.
  • Answers and directs incoming calls and emails from attendees, clients, vendors, and team members.
  • Maintains a thorough knowledge of registration web sites/tools and event details.
  • Actively participates in event team meetings, participant engagement meetings and digital studios department meetings.
  • Effectively uses company resources to organize and relay information needed by team members.
  • Handles all proprietary information as confidential.

QUALIFICATIONS

  • Microsoft Office suite program experience, especially Microsoft Excel
  • Display strong critical thinking, organizational, and analytical capabilities.
  • Ability to effectively prioritize workload on multiple projects & events simultaneously.
  • Demonstrate strong verbal and written communication, presentation skills and quantitative abilities.
  • Excellent communication skills including active listening. 
  • Portray professional presence through superior communication, presentation, promptness, and appearance.
  • Ability to solve practical problems
  • Ability to maintain high levels of confidentiality.
  • Ability to learn new platforms quickly. 
  • Strong project management skills.

OTHER DUTIES AND ACKNOWLEDGEMENT

The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee/ candidate a general sense of the responsibilities and expectations of the position. Duties, responsibilities, and activities may change at any time with or without notice. This does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Opus Agency does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

 
 
 

 

 
 
 

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