Position/Title: Attendee Support Specialist
Department: Event Technology & Registration
Reports to: Sr Director, Attendee Support
Status: FT, Salary, Exempt
WHO WE ARE
OPUS AGENCY
Opus Agency is a future-forward full-service Global Events Agency with over 325 team members in the United States and the United Kingdom. As we look ahead to 2025 and beyond, our profound opportunity is to shape the future of events in an increasingly AI-infused world. In an era where digital interactions often dominate, the authenticity of real-world connections will become paramount. Events will emerge as the #1 priority for CMOs, driving brand success and fostering deep, meaningful relationships with audiences.
Our Event Technology & Registration team plays a critical role in this vision, partnering with world-shaping brands like Amazon, Microsoft, Google, and Salesforce, as well as an ever-expanding roster of category creators and fast-growing global brands. With these clients, we don’t just respond to change; we shape it by pulling the future forward and leading them into a new era of event marketing. As an Attendee Support Specialist, you will be at the forefront of this mission, driving innovative and impactful strategies that align with this events-driven vision for the future.
WHAT WE ARE LOOKING FOR
The Attendee Support Specialist is responsible for assisting and executing tasks related to event registration customer service, which includes answering and directing incoming calls, email, and online chat from attendees, clients, hotels, and team members, pulling reports and other projects as assigned.
YOU SHOULD HAVE
- 2-3+ of experience in a relevant role is required, with preference for experience in technical customer service using the following tools: Cvent, Rainfocus, Stova (Aventri, eventcore, MeetingPlay), and Swoogo.
- Proven experience in accurately and efficiently assisting event attendees in issue resolution.
- Bachelor’s degree from a four-year institution is preferred.
ESSENTIAL RESPONSIBILITIES
- Provides recommendations on customer service best practices.
- Completes tasks as assigned by project managers or event leads.
- Well versed in customer service tools and resources.
- Operates independently and identifies appropriate solutions.
- Maintains understanding of revenue and housing department event information and processes.
- Assists in streamlining event Attendee Support team resources, specifically across the larger events.
- Provides excellent customer service to attendees, clients, and vendors.
- Answers and directs incoming calls and emails from attendees, clients, vendors, and team members.
- Maintains a thorough knowledge of registration web sites/tools and event details.
- Actively participates in event team meetings, attendee support team and event technology and registration department meetings.
- Effectively uses company resources to organize and relay information needed by team members.
- Handles all proprietary information as confidential.
- Recognizes the need for process improvement, takes ownership in actively improving documents and team resources
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Display strong critical thinking, organizational, and analytical capabilities.
- Ability to effectively prioritize workload on multiple projects & events simultaneously.
- Excellent communication skills including active listening.
- Portray professional presence through superior communication, presentation, promptness, and appearance.
- Ability to solve practical problems.
- Ability to maintain high levels of confidentiality.
- Ability to learn new platforms quickly.
- Strong project management skills.
- Successfully perform in high stress, fast-paced environment.
- Accept changes with short notice and tolerate frequent interruptions.
- Work cooperatively with other employees, vendors, and clients.
- Demonstrate resourcefulness, able to self-direct one’s own learning and development with support of peers and managers.
- Microsoft Office suite program experience (Outlook, Excel, OneNote); Excel and spreadsheet experience strongly preferred.
- Reasoning Skills - Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
TRAVEL AND FLEXIBLE SCHEDULE REQUIRED
This position may be required to travel to attend events. Air travel and overnight stays are required. There will occasionally be the need to work outside standard business hours.
HOW WE’LL TAKE CARE OF YOU
Our job titles may span more than one career level. The starting salary for this role is between $58,000 and $64,000. Our salary ranges are based on third-party national average market compensation analysis. The actual salary is dependent upon many factors, such as training, transferable skills, work experience, business needs, and market demands. The salary range is subject to change and may be modified in the future.
In addition, you can expect:
- Full time position
- Opportunities for growth and development
- Health & Dental Insurance (choice of plans)
- 100% Employer paid short-term disability and life insurance
- Opportunity to elect additional life insurance and LTD insurance at employee expense
- Paid parental leave
- Opportunity to contribute pre-tax dollars to flexible spending accounts
- 401(K) with employer match
- Flexibility in work schedules
- Generous time off
NOT SURE IF YOU SHOULD APPLY?
Studies show that those identifying as under-represented individuals might have talked themselves out of applying at this point. Don’t worry about checking every single box. At Opus Agency we are dedicated to building a diverse, inclusive, and authentic team – so if you’re excited about this role, but your past experience doesn’t align perfectly with every single qualification in this job description, we encourage you to apply anyway. You may just be the right candidate for this role, or we may have other roles that better align with your skillset.
OTHER DUTIES AND ACKNOWLEDGEMENT
The above noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the employee/ candidate a general sense of the responsibilities and expectations of the position. Duties, responsibilities, and activities may change at any time with or without notice. This does not create an employment contract, implied or otherwise, other than an "at will" relationship. This employer participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.
Opus Agency does not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. All employment is decided based on qualifications, merit, and business need. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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