Event Registration & Customer Support Associate

Event Registration & Customer Support Associate

As the Event Registration & Customer Support Associate, you'll be a key member of TED's Events department, guiding attendees through the registration process, providing white-glove customer service and ensuring a seamless experience leading up to and during conferences and events. You're customer-focused and detail-oriented with a proactive approach, able to expertly support attendees as well as manage data and compile audience analytics.

If you're both a numbers person (strong data management) and a people person (customer service that goes above and beyond), we hope you'll apply. This is a 9-month engagement, with the possibility of conversion to a full-time role based on business needs and performance.

We will only consider candidates within commuting distance to our NYC office in SOHO and candidates who submit a cover letter.

Responsibilities include:

• Providing world-class customer service via email and phone to facilitate a smooth registration journey for attendees ahead of the conference.
• Supporting and processing attendee registrations, including troubleshooting, payment tracking, creating reports and updating database content.
• Leading conference crew and vendor check-in process, including managing pre-conference registration, training and supervising accreditation staff, and overseeing the crew and vendor check-in area.
• Leading crew and vendor check-in onsite at conference venues for extended periods (often between 7-14 days per event).
• Coordinating all aspects of the attendee experience from pre-planning to onsite execution in collaboration with leadership, including invitation timelines, invite and RSVP list management, and on-site attendee check-in.
• Preparing front-of-house staffing plans (check-in staff, coat check, and wayfinders) in collaboration with internal stakeholders and overseeing the team on prep and event days.
• Providing world-class customer support for event attendees during pre-planning via email and in-person on event day.
• Working closely with internal stakeholders and providing general event logistics support (pre-planning, set up, tear down, etc.).
• Responding to high volumes of attendee and stakeholder emails, ranging from questions on how to register to troubleshooting tech issues, achieving a response time of 24 hours or less.
• Utilizing TED tone and voice guidelines in all attendee communications.
• Compiling and/or updating attendee analytic reports for leadership utilizing TED's CRM(s), Google Sheets, and Excel.
• Managing inventory across multiple locations and coordinating shipping as needed.
• Commuting to the NYC office in SoHo for meetings and to complete in-office projects as needed.

Qualifications

• 3-5 years of customer support experience, both in-person and online (ex. hotel concierge, airline guest services, etc).
• Experience working in live events is an asset (ex. conferences, theater, media, etc).
• Experience using CRMs to effectively manage customer data, communications, and customer support.
• Extensive knowledge and current work experience with Google applications / Microsoft suite (especially Excel / Sheets).
• A strong communicator able to translate complex information into clear, simple messages both verbally and in writing.
• Meticulous attention to detail. Able to perform repetitive tasks with consistency and accuracy.
• Highly adaptable with the ability to manage multiple projects, quickly reprioritize tasks, solve problems, and perform well under pressure, especially when volume, urgency, and deadlines all hit at the same time.
• Tech-savvy, fast learner of new online tools and software.
• Experience adopting a specific brand voice across written and verbal communications is preferred.
• Must be able to commute to the NYC office for meetings and events, as well as travel within the United States and internationally as needed.
• Degree (preferred) or diploma in a related field.
• Mission-driven and committed to the power of ideas to change attitudes, lives and, ultimately, the world.

Additional Information

• Must be authorized to work in the United States.
• This position requires regular on-site presence at event venues.
• Ability to travel internationally is required.

To apply: Please submit your resume and cover letter telling us why you'd like to join our team. Only applications with cover letters will be considered.

Location: New York, NY

Hourly Rate - $30-$35/hour

TED Conferences LLC is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

The above statements are intended to describe the general nature and level of work being performed by the person assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of the person.