Customer Service Representative, Events

Location: Remote or NYC, NY

Reporting To: Director, Customer Success

As a Customer Service Representative, your primary responsibility is to deliver exceptional service to our clients and attendees at every stage of the event, from pre-event preparations to post -event follow-ups. You will be the main point of contact for attendee inquiries utilizing various tools and platforms such as Swoogo and Soccio for event registration, handling customer inquiries through multiple channels, maintaining quality assurance processes, and managing post-event sponsor lists and CPE certificates.

Key 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, and provide support to attendees as needed.

• Manage Socio registration tool for event registration processes, ensuring seamless registration experiences for attendees. 
• Troubleshoot any technical issues related to registration and provide timely support to customers.

• 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 effective.

• Coordinate with the marketing and sales teams to compile and update post-event sponsor lists. 
• Ensure accurate and timely distribution of sponsor lists to relevant stakeholders.

• Collect, enter and distribute customer information for event sponsors. Examples include company logos, event invitations, and session information. 
• Work closely with event sponsors to ensure proper communication/timelines for all events. 
• Ensure that sponsors derive maximum value from their investments with us and fully leverage our events on an ongoing basis. 
• Collaborate effectively with teams across the organization including sales, operations, and marketing to ensure all deliverables and program components are completed on time. 
• Utilize our project management software and CRM systems to the fullest to document and communicate client interactions. 
• Work with Customer Success colleagues and others to continuously improve and document our processes. Provide white glove service for our sponsors prior to and during live events.

• Manage the distribution of Continuing Professional Education (CPE) certificates to event attendees. 
• Ensure compliance with regulatory requirements and timely issuance of certificates following each event.

Qualifications

• Previous experience in customer service or event management roles is preferred. 
• Proficiency in using event management platforms such as Swoogo and registration tools like Socio is preferred. 
• Strong interpersonal skills and the ability to build organizational and multitasking abilities, with a keen attention to detail. 
• Ability to work under pressure and adapt to changing priorities in a fast-paced environment 
• Ability to travel to events (1-2 days each) at least 6-8 times a year 
• 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. 
• Bachelor's degree in Business Administration, Marketing, or related field preferred.

Job Information (NYC)

For individuals assigned and/or hired to work in New York City, CRA is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to New York City and takes into account numerous factors that are considered in making compensation decisions including but not limited to a candidates' qualifications, skills, competencies, experience and location. A reasonable estimate of the current range is $60,000 to $65,000, which does not include other compensation benefits package.

Equal Employment Opportunity 

CyberRisk Alliance is committed to equal employment and advancement opportunity for all employees and candidates for employment without regard to race, color, ancestry, national origin, religious creed, gender, physical or mental disability, veteran status, sexual orientation, age or marital status in accordance with the applicable laws and regulations.

About CyberRisk Alliance

CyberRisk Alliance (CRA) is a business intelligence company serving the high growth, rapidly evolving cybersecurity community with a diversified portfolio of services that inform, educate, build community, and inspire an efficient marketplace. Our trusted information leverages a unique network of journalists, analysts and influencers, policymakers, and practitioners. CRA’s brands include SC Media, Security Weekly, ChannelE2E, MSSP Alert, InfoSec World, Identiverse, Cybersecurity Collaboration Forum, its research unit CRA Business Intelligence, the peer-to-peer CISO membership network, Cybersecurity Collaborative, and now, the Official Cyber Security Summit and TECHEXPO Top Secret. Click here to learn more.