Customer Experience Specialist, Customer Support

Summary

Join Meeting Tomorrow, a 20-year-old company with a growing team, as a Customer Experience Specialist (CXS)! In this role, you will provide exceptional service to all customers, ensuring positive interactions and aligning with our customer service philosophy. You will manage live event issues, document event details, welcome potential customers, process sales inquiries, and provide administrative support to the sales team. The position requires strong communication, problem-solving, and organizational skills. We offer a dynamic, team-oriented environment with great benefits, including full medical coverage, PTO, paid holidays, and more. We are an Equal Opportunity Employer committed to diversity and inclusion.

Requirements

• Be a team player who works well in a team environment and cares about the needs of others
• Be adaptable and fast, comfortable with high call volume and changing priorities
• Be a great communicator who listens well, works with different communication styles, and communicates clearly and directly
• Be organized and detail-oriented, able to multitask and stay organized with many moving parts
• Be a problem solver and skilled in conflict resolution, using logical reasoning to identify, analyze, and resolve problems
• Possess good time management skills, able to juggle competing priorities and manage workload efficiently

Responsibilities

• Manage and oversee all live event issues and support, including troubleshooting technical support calls with technicians for AV equipment, with clients for technology equipment, and attendees with virtual platforms
• Document all event issues and changes, steps to resolution, and communication with clients and vendors
• Welcome potential customers to Meeting Tomorrow and understand their needs to determine if their needs fall within our scope of services
• Process incoming sales inquiries by creating opportunities in our CRM (NetSuite) and routing callers to the appropriate person
• Provide administrative support to the sales team including order entry, research, contract assistance
• Complete a high volume of tasks each day by staying organized and efficient
• Ensure every person who reaches out to Meeting Tomorrow via phone, email, and texting receives a timely and attentive response and support and that all reasonable actions are taken to resolve questions and issues

Benefits

• Full medical coverage (health, vision, dental, short term disability and life insurance)
• PTO and 9 paid holidays
• Annual profit-sharing bonus
• 100% charitable giving match
• Employer match 401k with subsidized brokerage fees
• Gym membership reimbursement
• Employee-led social action teams
• Fully paid parental leave
• Paid bereavement leave
• Fun social gatherings