The Call Center Coordinator is responsible for researching and disseminating event information needed to train the Contact Center Representatives for quality call/email handling. This role acts as lead for Contact Center staff for event knowledge, works closely with their manager to identify event trends, and suggest solutions for process improvements and job satisfaction.
Ability to work independently via remote setting
Research/ create/update online abstracts/tools and disseminate event specific information needed for contact center staff to be able to respond to call/email inquiries.
Assist call/email agents with event and process questions thru Teams channels
Assist with monitoring staff on call handling, stepping in when needed and providing guidance on difficult calls, follow contact center policies and procedures and contact center event specifics.
Assist with maintaining contact center procedures, quick reference guides, and online tools.
Responsible for updating post event journals throughout event.
Manage contact center queues effectively to ensure service levels.
Manage and respond to telephone and email issues within company.
Assist with QC of various website page types; attendee/exhibitor and group event prior to live dates.
Ability meets deadlines
Attend and participate in Overview, Database, and Implementation meetings for all assigned Contact Center events.
Attend and participate in weekly event client meetings
Assists with accepting incoming calls for all events promptly, courteously. Provides accurate and detailed answers to attendees and exhibitors; researches and resolves problems and communicates information in a clear and concise manner.
Processes phone registrations and performs automated data entry.
Follows up on customer inquiries and research to assure satisfactory completion.
Remains current on changes in show facts, policies, procedures and product offerings.
Knows and understands individual trade show components, attendees and exhibitors so that individual is well informed and accurate when providing information.
Works with other Contact Center Representatives to ensure that daily information requests are fulfilled and that files are kept current.
Performs additional clerical duties and projects as assigned by the Contact Center Manager.
Qualifications
Must have strong interpersonal communication and team building skills.
Individuals must be detail oriented and have excellent verbal and written capabilities.
Must be comfortable providing coaching and assistance to agents on difficult calls.
Must possess a demonstrated proficiency in Microsoft Office. Excellent keyboarding skills are required.
Must be able to multitask and handle stressful situations in a calm and professional manner.
Education/Certification
High School Diploma or equivalent.
Maritz offers a comprehensive benefits package for full-time employees including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more! Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked. View all details at www.MaritzBenefits.com.
Maritz will only employ applicants who have authorization to work permanently in the U.S. This is not a position for which sponsorship will be provided. Those who need sponsorship for work authorization now or in the future are not eligible for hire. No calls or agencies please.
Maritz is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling 1-636-827-1650 or by sending an email to idisability.administrator@maritz.com.