Senior Event Coordinator

The Senior Event Coordinator is responsible for coordinating complex and high-profile customer service and sales activities. The position requires responding to customer inquiries, resolving complaints, and developing and maintaining positive and productive working relationships with all internal and external departments.

The Senior Event Coordinator serves in a leadership role in assessing and providing in a proactive manner for all needs and requirements for each show. This includes serving on a rotational basis on the on-site service desk and overseeing the customer interactions of more junior team members. Assists in the scheduling of meetings and provides service desk requirements and training. This position requires coordination and sales skills to achieve operational goals to promote services, identify needs and appropriate applications, and develop increased demand for company products. May function as an Event Coordinator or CSSR II when not assigned to specific events. 

Essential Functions

I - 75%

1. Executes customer sales and service responsibilities under the direction of CS&S management.
2. Receives and processes requests, responds to inquiries and trouble calls, makes up-sells, and collects monies.
3. Answers customer questions and inquiries of a complex nature pertaining to billing disputes.
4. Resolves situations which are passed on from CSSR I and CSSR II team members and after hours issues referred through dispatch.
5. Provides prompt resolution of customer inquiries and problems by providing appropriate trouble shooting techniques, billing service, and programming and/or maintenance information.
6. Records information as needed or required. Performs all Event Coordinator, CSSR I and CSSR II duties with proficiency.
7. Assists in proofreading and reviewing all outgoing customer correspondence for accuracy, spelling, grammar and other elements, as assigned.
8. Processes and reviews computer transactions requiring a high degree of security.
9. May assist in the training of new Event Coordinators and CSSRs through an on-the-job training program.
10. Demonstrates a high level of courtesy and patience in all customer relations.
11. Troubleshoots, researches and resolves complex billing, repair, and other disputes as passed on from Event Coordinator, CSSR I and CSSR II team members.
12. Maintains compliance with internal audit standards and company accounting policies, procedures and practices.
13. Strives to meet internal budgetary goals for the department by monitoring spending and adherence to the required purchasing authorization policies.
14. Maintains compliance with company policy of customer credit card and prepayment requirements. Interacts positively with customers and show managers on a regular basis.
15. Responds to complex questions regarding multiple areas (such as accounting, billing, networking, collections, etc.).
16. Provides guidance and training to Event Coordinator, CSSR I and CSSR II team members.
17. May function as a lead, regional specialist, or assistant manager as needed.
18. Performs duties within area of responsibility with limited or no supervision.

II - 25%

1. Assists, coordinates and determines the needs and delivery of services for show managers on all size shows.
2. Obtains customer approval and signature and collects monies due on all requested services and determines follow up action steps.
3. Interfaces with internal and external resources to ensure effective and accurate delivery of applicable services.
4. Performs troubleshooting, researching, and analyzing of complex customer service issues to facilitate resolution, as necessary. 

Preferred Job Requirements: 

Education:

• Bachelor’s degree in Business preferred. 

Experience:

• Two to four years minimum of hands-on customer sales and service experience.
• Previous experience in tradeshow/event industry and/or telecommunications field preferred.
• Must be fully proficient in all responsibilities of an Event Coordinator and CSSR I and II. 

Working Conditions:

• Must be available to work evenings, weekends, holidays, and overtime as required.
• Working conditions in warehouse convention setting are subject to temperature variations and fluctuations.