Reporting directly to the Event Manager, the Customer Service Coordinator is responsible for providing exceptional customer service to participants and speakers. The Customer Service Coordinator will assist in building and developing relationships with the WVC participants/speakers ensuring their experience with WVC, Oquendo Center, and our staff meets their needs and goes beyond meeting their expectations of the continuing education program(s). In addition to providing exceptional participant service, course enhancement services can include concierge services i.e. making reservations, arranging transportation, securing luggage, meeting and greeting upon arrival and departure, etc.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Provide exceptional customer and support on the on the phone and on site during events
Participate and ensure record compliance with (i.e. photo copying of course collateral, participant and instructor contact information, presentation records, and other related historical documents)
Coordinate requests for participants/speakers
Work with the Event Supervisor to arrange catering needs
Work with the Logistics Supervisor to arrange transportation needs
Send welcome email to participants and include notes, agenda, transportation and meals
Send thank you cards to participants
Arrange and send welcome baskets for speakers
Assist in answering course related inquiries and assist with their overall experience by providing Las Vegas information upon request.
Assist in organizing surveys (feedback analytics), provide follow-up with participants and suggestions for improvement
Assist team with front office coverage customer service expectations
The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position. An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
SKILLS AND QUALIFICATIONS
2+ years’ experience in Customer Service
High School diploma or equivalent
OTHER POSITION DETAILS
This position requires the ability to work a schedule in accordance with business needs. This position is expected to work hours a routine schedule of 40 hours per week. Overtime, as preapproved by the COO, may be occasionally required. Additionally, this position may require working occasional weekends and holidays.
Physical Requirements and Qualifications
The daily duties of this position are not physically demanding however, the position does require sitting, standing, walking, use of fingers and hands, stooping, bending, reaching, and lifting.
During the annual conference the level of activity increases and the amount of time spent standing and walking will be heavy.
The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Any work done remotely must be preapproved by the COO. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is low to moderate.
Safety in the Workplace
Every team member has the responsibility of providing a safe work environment by following all safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions or reporting conditions to the Manager on duty and/or the Human Resources Assistant, and working safely as not to endanger themselves, co-workers, vendors, or customers. Team Members must follow all laboratory safety policies and participate in safety education programs.
WVC is an equal opportunity employer and will not discriminate in recruiting, hiring, training, promotion, transfer, discharge, compensation or any other term or condition of employment on the basis of race, religion, color, age, sex, national origin, gender, or on the basis of disability if the employee can perform the essential functions of the job, with a reasonable accommodation if necessary.
Since 1928, WVC has provided comprehensive, progressive and practical continuing education opportunities to veterinary professionals from all over the world. We are proud to deliver valuable information regarding the latest methodologies to help enhance both animal and human health.
From the Annual Conference, where the best and brightest congregate for five days, to the hands-on, year-round training at the Oquendo Center, WVC is dedicated to providing quality, interactive education.
We are proud to announce that WVC was voted one of NPT's Best Nonprofits to work for in 2018! http://www.thenonprofittimes.com/news-articles/leadership-stability-organizational-flexibility-fundamental-2018-top-nonprofits-work/