Copy of Event Registration Associate, Customer Service

Company Description

We’re part of Informa, a global business with a network of trusted brands in specialist markets across more than 30 countries, and a member of the FTSE 100.

Our purpose is to connect our customers to information and people that help them know more, do more and be more. No other company in the world helps more people share professional knowledge or make business connections.

We run around 800 events each year, create digital platforms based on engaging news and information content, and operate professional development programmes for individuals and businesses.

Job Description

This role will be based in Kansas City, Kansas and require you to be in the office 3 days a week.

The Event Operations team is seeking an ambitious Customer Service Associate to join our Event Registration team. This role reports to the Director of Digital Delivery and Registration to ensure customer satisfaction by proactively managing customer requests, inquiries, and complaints thoroughly and friendly. They serve as a liaison between the event groups and customers to provide key information required to answer customer inquiries.

In this role you will:

• Act as first line support for technical issues relating to event registration
• Answer incoming phone lines promptly, courteously, and correctly; answer questions, research and resolve problems and provide information in a clear and concise manner
• Respond to emails professionally and within department standards
• Process event/conference registrations and requests for written information, answer questions for general information, and take other orders, such as membership or subscriptions as needed
• Follow up on customer inquiries and research event information to ensure satisfactory completion
• Remain current on changes in divisional facts, policies, procedures, and product offerings
• Know and understand individual product components and customer bases so that individual is well informed and accurate when providing information
• Qualify attendees by researching and collecting data and updating registration systems with integrity
• Assist in quality control in systems and programs to develop best practices for the team
• Provide recommendations on ways to improve customer service experience based on customer inquiries
• Place outbound calls to solicit information encourage attendance and/or purchase additional products, as needed
• Collaborate with other internal teams and departments to resolve customer accounts
• Perform additional administrative duties and projects as assigned

Qualifications

What you'll need to succeed:

• 1-3 years equivalent work experience
• Tech-savvy with 1-3 years of experience in CRM or Registration Systems preferred
• Must be comfortable with managing multiple inboxes and phone lines with high call volumes
• Ability to effectively work within a team and independently
• Able to review and process sensitive material with complete confidentiality
• Have a detail-oriented nature and accuracy when entering and reading customer data
• Capable of assessing situations, problem solve and making clear decisions in a timely manner in the best interest of the organization
• Excellent time management and prioritization skills, with proven ability to work under pressure with tight deadlines
• Ability to be analytical, solve problems and recommendation viable solutions
• Strong written and verbal communication skills
• Proficient in the use of Microsoft Office applications – Microsoft Outlook, Teams, Word and Excel
• The pay range for this position is $45000 - $49000 depending on experience
• The working pattern for this role will be 8am - 4pm PST
• This posting will expire on 08/11
  

Additional Information

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us.

Our benefits include:

• Freedom & flexibility: colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community: a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact: take up to four days per year to volunteer, with charity match funding available too
• Career opportunity: the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning. When it’s time for the next step, we encourage and support internal job moves
• Time out: 15 days PTO, rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, parental leave, and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

We’re not solely focused on a checklist of skills. We champion energy and ambition and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most – although not all – of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds
are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit and do not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.