Customer Service Representative

Customer Service Representative- Events Job Vacancy In Dover, OH, USA

Novogradac & Company LLP is a national certified public accounting and consulting firm headquartered in San Francisco. Founded in 1989, the allied group of Novogradac companies has grown to more than 700 employees and partners with 25 offices throughout the country. Novogradac provides publicly and privately held national enterprises with a full spectrum of audit, tax, valuation, expert witness and litigation support, property compliance and general consulting services and works extensively in the affordable housing, community development, historic preservation and renewable energy fields. Novogradac & Company LLP is one of the nation’s top 50 certified public accounting and consulting firms and is a recognized leader in real estate and community development. This position allows the firm to provide excellent service to our customers and growth and mobility opportunities for employees.

Position Summary:

The Customer Service Representative- Events is responsible for overseeing the customer service, registration, and registration website for Novogradac’s virtual and in-person events. This position reports to the Senior Events Manager.

The firm has one available position in either Long Beach, CA, Dover, OH, or Cleveland, OH.

Position Responsibilities:

In-Person Events

Customer Service and Registration Coordination

Provide superior customer service via the events desk phone line and email account for 13+ nationwide hybrid (in-person + virtual) events a year, with attendees ranging from 200-1,000
This includes over the phone and email registration, answering questions regarding our upcoming events, the website, and hotel room block.
Manage event and general email inboxes
Manage the registration for all attendees, clients, sponsors, employees, speakers and groups in the company’s event management platform, Aventri.
Provide Post-event data and Registration summary table and pie chart
Create, test, and send out/automate emails for notifying attendees regarding confirmations, reminders, surveys, announcements and event information Create event reports for senior management on registration trends, refunds, coupon codes and collections.
Handle collections for unpaid registrations
Ensure proper distribution of Attendee Lists to internal employees, sponsors and attendees
Add event information, attendee lists, and registration links to internal dashboard
Work with Finance on processing check payments.
Be cross-trained on Novogradac’s products to answer customer service questions as back up support
On-site Registration

Requires frequent travel to conference locations across U.S. and its territories
Ability to comply with COVID-19 emergency travel orders issued by governments in various jurisdictions in order to attend events in those locations
Serve as the onsite registration lead, training temp staff and providing excellent customer service to attendees
Print and prepare name badges prior to conference
Ship all conference related materials to the event ensuring arrival procuring proper tracking information
Coordinate conference collateral like manuals and workshop handouts
Manage and order registration collateral
Hotel Room Block Management

Manage the events’ room blocks including working with the hotel on cut-off dates
Take proper steps like checking registration lists and rooming lists to build the room block to ensure the firm meets our contractual obligation
Manage the weekly pick up report and keep event planners informed of pick up vs. contracted room block
Coordinate reminders to sponsors, speakers and employees to ensure reservations are made
Manage cancelations and spare rooms as needed
Communicate with the hotel to ensure rooms outside of the block are accounted for
Notify the hotel on the cut-off date regarding remaining rooms in accordance with the contract
Registration and Hotel Website Management

Build out upcoming events in Aventri
Create, quality test and manage all conferences registration and hotel webpages.
Make sure all of the registration rates, discounts and deadlines plus applicable hotel information is entered and up to date.
Knowledge, Skills, Abilities

Superior organizational and follow-through skills, performing work accurately with strong attention to detail
Ability to meet deadlines and effectively prioritize a fast-paced and varied workload, effectively manage a variety of projects and concurrent/shifting priorities
Excellent verbal and written communication skills
Strong computer skills, including solid skills in the Microsoft Office suite; Smartsheets and experience with Aventri or another event registration platform is a plus
Strong customer service orientation and ability to develop rapport with a variety of personalities
Minimum Qualifications

Bachelor’s degree in Marketing, Event Planning or Communications or related area plus 1-3 years of experience in events registration management and/or appropriate balance of education and work experience. Experience with managing the registration for corporate events pre-event and on-site for events ranging in 2000-700 attendees or other high volume event planning preferred. Successful candidates will be required to show proof of being fully vaccinated (as that term is defined by the Centers for Disease Control) against COVID-19 upon commencing employment. Reasonable accommodations will be considered on a case-by-case basis for exemptions to this requirement in accordance with applicable law. Information about requesting an accommodation can be made to Human-Resources@novoco.com.

To be considered for this position, interested candidates MUST apply via our company website: http://careers.novoco.com/

Novogradac & Company LLP offers a progressive work environment, competitive pay and an excellent benefit package including; medical, dental, vision, paid-time-off, life/disability insurance, commuter flex accounts and a 401(k).

Novogradac and Company LLP is an equal opportunity employer. Novogradac’s culture is centered on education, acceptance, innovation and opportunity. We value diversity and respect the different perspectives that each of our employees bring to Novogradac no matter their age, race, religion, gender identity or sexual orientation. We are committed to creating an equitable and inclusive workplace for our entire workforce.

Tagged as: Customer Service Representative