Customer Service Associate

Summary

Join CyberRisk Alliance as a Customer Service Associate in Event Operations in NY! You will be the primary point of contact for attendee inquiries, ensuring seamless event experiences. Responsibilities include managing event registration on Swoogo, providing exceptional customer support, implementing quality assurance processes, and managing CPE certificates. The ideal candidate possesses 1-2 years of customer service experience, proficiency in event management platforms, strong communication skills, and the ability to travel for events. This role requires excellent time management and problem-solving skills in a fast-paced environment.

Requirements

• 1-2 years hospitality, hotel, restaurant, or customer service experience
• Strong communication skills and ability to show empathy to customers
• Positive attitude with the ambition to continuously learn and grow their skillset
• Outstanding time management, organizational and problem-solving skills
• Ability to work under pressure and adapt to changing priorities in a fast-paced environment
• Ability to travel to events at least 6 times a year and work onsite at the hotel/venue for the duration of our event program

Responsibilities

• Implement and oversee quality assurance procedures to ensure consistent service delivery and adherence to company standards
• Conduct regular evaluations of customer interactions to identify areas for improvement and provide feedback to the team
• Utilize Swoogo platform for event registration management, including setup, customization, and attendee communication
• Monitor registration progress, resolve issues, process payments and refunds and provide support to attendees as needed
• Provide outstanding customer service to event attendees, addressing inquiries, troubleshooting issues, and resolving complaints effectively and efficiently
• Maintain a thorough understanding of event agendas, schedules, and logistics to provide accurate information and assistance to attendees
• Monitor and manage the customer service inbox, responding to inquiries, resolving issues, and escalating complex cases as necessary
• Ensure timely and professional communication with customers to address their concerns and inquiries effectively
• Manage the distribution of Continuing Professional Education (CPE) certificates to event attendee
• Ensure compliance with regulatory requirements and timely issuance of certificates following each event

Preferred Qualifications

• Previous experience in live event roles
• Proficiency in using event management platforms such as Swoogo and registration tools
• Demonstrated interest or experience in leveraging AI technologies to drive innovation, efficiency, and value creation
• Ability to adapt to a fast-paced environment and stay updated on industry trends and advancements in AI technology