Job Description

Position: Event Support Specialist located in Southfield MI

Reports To: Manager, Client Experience and Business Operations

Overview: The Cultural Intelligence Center is an innovative, research-based training and consulting firm that draws upon empirical findings to help organizations and individuals around the world assess and improve Cultural Intelligence (CQ®). Our mission is to build bridges and remove barriers for working and relating effectively across cultures. We provide people with tools and resources to improve their interactions, communications, and relationships with clients, colleagues, family, and friends. We view ourselves as a preferred global partner of choice for assessing and developing cultural intelligence, intercultural effectiveness, and cultural competency. We are seeking an Event Support Specialist for our team. The Event Support Specialist is responsible for providing excellent customer service, assisting the Client Experience Team/Department with administrative tasks, maintaining records, handling routine inquiries, etc.

Experience: We need a proactive person with experience in excellent customer service and administrative work.

Focus: 40% Session Administrator; Administration; 60% Administrative Tasks

Key Responsibilities

Session Administrator/Administration (Provide technical support for virtual events):

• Ability to manage a session for time lengths of 1.5-5 hours at a time
• Welcome and interact with participants in a warm and professional manner while providing excellent service and energy throughout the event.
• Explain virtual meeting software & troubleshoot technical problems with participants
• Manage virtual meeting breakout rooms, polls, and other activities.
• Document participant questions and communicate to/with the facilitator
• Collaborate with facilitators to manage time
• Flexibility to work from home for virtual session support. Sufficient internet bandwidth and professional setting for client interactions (quiet and free of interruptions)
• Non-traditional office hours will be required from time to time since we are a global business

Administrative Support:

• Provides administrative support to individuals, teams, or departments.
• Handles client interactions via email, chat, and phone, including call screening, reception, and support for the Client Experience Team/Department
• Collaborate with Client Experience & Business Development to ensure all events are supported (domestic and international)
• Assist clients with portal issues: Provide support to clients using the company's online portal or ordering system, handling requests related to purchases and other related matters.
• Resolve customer issues: Monitor and address complaints. Analyze each case, determine appropriate actions, and escalate unresolved or complex complaints to the right departments for timely resolution. Document all customer interactions and actions taken.
• Keep thorough and detailed records of selection customer interactions.
• Prepares reports, maintains records and databases, and assists with CRM data management.
• Other Duties as Assigned

Qualifications and Skills:

• Preferred Associate Degree or equivalent experience
• Customer service experience
• Proficient with computers, Microsoft Office, general office software, Zoom, and MS TEAMS
• Strong communication and multitasking skills
• Ability to prioritize and remain focused under pressure and stress
• Time management, organization, problem solving, detail oriented, critical thinking, active listening, critical, patience, flexibility

Qualifications and Skills: Good to Have

• Experience collaborating
• CRM experience
• Digital/Physical filling
• Running reports
• Calendar/Database management experience

Details

Full-time, Hourly position ($20.00-$21.00/hr)

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