Customer Service Associate

Customer Service Associate
Department: Event Operations
Location: NY

Position Overview:
We’re seeking a detail-oriented and empathetic Customer Service Associate to ensure seamless event experiences for our attendees. The 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. Ideal candidate will be the main point of contact for attendee inquiries utilizing various tools and platforms such as Swoogo for event registration, handling customer inquiries through multiple channels, maintaining quality assurance processes, and managing post-event attendee lists and CPE certificates.

Key Responsibilities:
 Quality Assurance Process:

• 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

Swoogo Management:

• 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

Customer Support:

• 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.

CPE Certificates:

• 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.

Qualifications:

• 1-2 years hospitality, hotel, restaurant, or customer service experience · Previous experience in live event roles is preferred
• Proficiency in using event management platforms such as Swoogo and registration tools is preferred  
• 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
• 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

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 $55,000 to $60,000, 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 provides business intelligence that helps the cybersecurity ecosystem connect, share knowledge, accelerate careers, and make smarter and faster decisions. Through our trusted information brands, network of experts, and innovative events we provide cybersecurity professionals with actionable insights and act as a powerful extension of cybersecurity marketing teams. Our brands include SC Media, the Official Cybersecurity Summits, TECHEXPO Top Secret. Security Weekly, InfoSec World, Identiverse, Cybersecurity Collaboration Forum, Cybersecurity Collaborative, ChannelE2E, MSSP Alert, and LaunchTech Communications. Learn more at www.cyberriskalliance.com.
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