Customer Experience Event Coordinator job in Raleigh at Greene Resources

Job Number: 45345

Customer Experience Event Coordinator

Job Description:

The Customer Experience Event Coordinator position is responsible for the comprehensive planning, execution and reporting of a wide array of events and will support a team of Event Managers and Specialists. This support includes assisting on back end administrative functions, event reporting, supporting call center inquiries and escalations, cross functionally working with internal departments (marketing, billing, sales) and external suppliers, as well as utilizing event technology to support stakeholders and customer attendees.

Responsibilities:

• Support internal and external events from small to large scale throughout all phases of the program lifecycle from sourcing, design, launch, planning, on-site execution

• Field customer calls and emails with questions pertaining to event plans and use technology to track and manage ?cases? through to resolution

• Manage customer issue resolution timeline and ensure cases are handled in a timely manner with an elevated level of care

• Draft communications to keep internal and external stakeholders informed throughout the event program lifecycle

• Assist in setup and execution of event app

• Assist CX Team with other duties such as rooming lists, promotional items sourcing and procurement, vendor sponsorship activations and transportation needs

• Liaison with internal teams such as marketing, sales, merchandising, accounting, credit to ensure internal department and customer needs and timelines are met

• Prepare sales and billing reports that require knowledge of excel formulas such as V-Lookup and pivot tables

• Track program expenses and revenue towards overall event budgets

• Maintain social media event pages

• Contribute to content creation for internal and external presentations

• Raising red flags wherever the business process ? billing, installation or anything pre or post sales ? needs correction to ensure the customer has a seamless experience with the company

• Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered

• Quickly identify breaks in the customer experience that need immediate fixing

• Demonstrate an eagerness to be a team player and assist in other functions as assigned by the management team

• Ability to communicate effectively and build strong relationships with customers, peers and management

• Ability to work and travel on an assortment of days, evenings, and weekends as needed.

Education Requirements:

• Minimum 3 years? experience in event planning or business to business customer service, high school diploma or GED equivalent or equivalent combination of education and experience

Desired Background/Skills:

• Prior event support experience is preferred as is knowledge and usage of event platforms (i.e., Aventri, Cvent, etc.), Microsoft Office product and Salesforce.com. The Event Coordinator will supplement an event planning team managing numerous incentive, training and regional events, highly regarded by the customer base. Strong organizational and customer service skills are necessary to maintain the high standards already established. The candidate should be goal oriented and self-motivated, with the ability to work individually and on a team.

Qualifications:

• Previous event planning and customer service experience required

• Excellent written and verbal communicator

• Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

• Ability to calculate figures and amounts such as discounts, interest, commissions, and percentages.

• Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of instructions and deal with several abstract and concrete variables.

• Noted strengths in organizational and time and project management skills

• Ability to prioritize tasks, operate and make decisions in a fast paced, high stress environment

• Strong analytical skills, problem solving and creative thinking skills

• Very proficient in Microsoft office systems including excel and power point

• An understanding of event platforms

• Salesforce.com experience is preferred

• Ability to balance multiple projects at one time with varying degrees of implementation

• Comfortable working in a fast-paced environment with constant change and ambiguity

• Up to 25% overnight travel

Other Information:

• Valid driver's license: ASE Certification preferred, but not required.

• The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job, with or without reasonable accommodation. While performing the duties of this job, the employee will predominantly be walking or standing. The employee is required to be able to talk and hear and use hands and fingers to handle or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job, with or without reasonable accommodation. While performing the duties of this job, the employee is usually working inside; however, they will occasionally be outside and exposed to various weather conditions while performing such tasks as installing batteries and wiper blades. The employee is also occasionally exposed to moving mechanical parts; high, precarious places; toxic or caustic chemicals. The noise level/vibration in the work environment is usually moderate.

Greene Resources is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.