To provide event support assistance to all inbound queries.
Handle all Inbound call, email, chat, and social media inquiries for all RX Events.
Inbound calls attendee, exhibitor, and conference calls across all RX shows questions vary from registration, general show info, pricing, etc.
Outbound calls Outreach to attendees and exhibitors to increase attendance at shows and assist with the registration process. Matchmaking calls when needed by shows.
Read and respond to all email inquiries for all RX Shows daily.
Accountabilities
Event Support & Query Management
Provide event support on exhibitor portals and visitor registration.
Respond quickly and efficiently to customer queries initially via chat, email, telephone, and social media.
Proactively seek out information about each show to be to be able to provide accurate information to customers.
Listen actively, identify customer needs and deliver excellent service at every interaction that reinforces RX as a supplier of choice.
Ensure all communication, written or verbal, is clear, concise, polite, and informative.
Provide ad-hoc support to show teams.
Take ownership of queries from start to finish.
Ensure tasks and workload are completed to agreed SLA.
Process Improvement
Identify process/functional inefficiencies that damage the customer experience or hinder our ability to provide first class event support and escalate to CRM with suggestions as appropriate.
Ensure training, process and best practice is adhered to.
Work collaboratively with the CRE's and CRM to improve processes.
Ensure information is captured and communicated in accordance with standards and reporting requirements.
Information Analysis
Ensure that all queries are categorized appropriately in order that management reporting be accurate.
Ad hoc analysis of email traffic to identify trends or patterns that can be used to implement change.
Qualifications
Bachelor's degree or equivalent in any field.
At least 1 year customer service in contact center environment or equivalent training (2 years preferred)
Above average to Excellent communication skills.
Experience with voice, emails and chat account is preferred.
Excellent written and verbal communication skills.
Experience with email correspondence is preferred.
Analytical and can quickly learn process and product specifics as well as adapt to constant changing processes and tasks.
Self-motivated with positive attitude. Ability to follow strict guidelines and standard operating procedures a MUST.
Must ability to work quickly in a fast-paced environment; work well as a team member and work well independently.
Willing to work on business unit holidays and/or render overtime when necessary.
