Call Center Coordinator

5 days ago


Fenton, Missouri, United States Maritz Full time
Job Summary

We are seeking a highly organized and detail-oriented Call Center Coordinator to join our team at Maritz. As a key member of our Contact Center, you will be responsible for researching and disseminating event information to train our Contact Center Representatives for quality call and email handling.

Key Responsibilities
  • Research and create/update online abstracts/tools and disseminate event-specific information needed for Contact Center staff to respond to call and email inquiries.
  • Assist Contact Center agents with event and process questions through Teams channels.
  • Monitor staff on call handling, step in when needed, and provide guidance on difficult calls, following Contact Center policies and procedures.
  • Assist with maintaining Contact Center procedures, quick reference guides, and online tools.
  • Responsible for updating post-event journals throughout the event.
  • Manage Contact Center queues effectively to ensure service levels.
  • Manage and respond to telephone and email issues within the company.
  • Assist with QC of various website page types; attendee/exhibitor and group event prior to live dates.
  • Ability to meet deadlines.
  • Attend and participate in Overview, Database, and Implementation meetings for all assigned Contact Center events.
  • Attend and participate in weekly event client meetings.
  • Assist with accepting incoming calls for all events promptly, courteously, and provide accurate and detailed answers to attendees and exhibitors.
  • Process phone registrations and perform automated data entry.
  • Follow up on customer inquiries and research to assure satisfactory completion.
  • Remain current on changes in show facts, policies, procedures, and product offerings.
  • Know and understand individual trade show components, attendees, and exhibitors to provide accurate information.
  • Work with other Contact Center Representatives to ensure daily information requests are fulfilled and files are kept current.
  • Perform additional clerical duties and projects as assigned by the Contact Center Manager.
Requirements
  • Strong interpersonal communication and team building skills.
  • Detail-oriented with excellent verbal and written capabilities.
  • Comfortable providing coaching and assistance to agents on difficult calls.
  • Demonstrated proficiency in Microsoft Office and excellent keyboarding skills.
  • Ability to multitask and handle stressful situations in a calm and professional manner.
Education/Certification
  • High School Diploma or equivalent.
Benefits

Maritz offers a comprehensive benefits package for full-time employees, including medical, dental, vision, life insurance, disability, 401k, tuition reimbursement, paid time off, and more. Part-time employees may qualify for medical, 401k, and paid time off depending on total hours worked.

Maritz is an Equal Opportunity Employer and is committed to providing a workplace free of any discrimination or harassment. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by calling or by sending an email to [insert contact information].



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