Attendee Support Specialist

Description

Position at Opus Agency

Position Description

Position/Title: Attendee Support Specialist

Department:Event Technology & Registration

Reports to:Manager, Attendee Support

Status: Salary, Non-exempt

WHO WE ARE

Opus Agency partners with world-shaping brands like Amazon, Google, Microsoft, and Salesforce to catalyze movements through shared experiences. Crafted through our end-to-end capabilities and propelled from the epicenter of events, content, and community, these experiences are renowned for accelerating momentum-and success-for everyone involved.

Built across four decades, we scale excellence at the forefront of focused strategy, fearless creativity, emerging technology, and agile delivery. Today, as the flagship of The Opus Group, our team members are outperforming from hubs throughout the United States, in the heart of London, and around the world.

If you embody our cultural pillars-if you can bring versatility, embody optimism, elevate integrity, catalyze curiosity, and own excellence-then join us in fueling the future of brand movements.

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

• Utilizes event operations knowledge and historical expertise to efficiently resolve attendee issues and provide appropriate solutions independently.
• Delivers exceptional customer service to attendees, clients, vendors, and internal team members through phone, email, and other support channels.
• Maintains thorough knowledge of event details, registration platforms, customer service tools, and housing and revenue department processes.
• Provides recommendations and support for customer service best practices and process improvements.
• Assists in streamlining Attendee Support team resources and documentation, particularly for large-scale events.
• Completes assigned tasks and projects in support of event leads and project managers.
• Organizes, communicates, and relays information effectively using company tools and resources.
• Participates actively in event team, attendee support, and department meetings.
• Handles all proprietary and confidential information with discretion and professionalism.
• Identifies opportunities for operational improvement and takes ownership of enhancing processes, resources, and team documentation.

QUALIFICATIONS

• To perform this role successfully, an individual must be able to effectively execute the essential responsibilities listed above. The qualifications below represent the knowledge, skills, and abilities required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Strong critical thinking, analytical, organizational, and problem-solving skills.
• Ability to effectively prioritize and manage multiple projects, events, and competing deadlines in a fast-paced environment.
• Excellent verbal and written communication skills, including active listening and professional presentation.
• Demonstrates professionalism through communication, responsiveness, reliability, and appearance.
• Ability to adapt quickly to changing priorities, short timelines, and frequent interruptions.
• Maintains a high level of confidentiality and professionalism when handling sensitive information.
• Strong project management skills with the ability to work independently and collaboratively with employees, clients, and vendors.
• Demonstrates resourcefulness and initiative, including the ability to self-direct learning and development with support from peers and managers.
• Ability to quickly learn and navigate new systems, tools, and platforms.
• Proficiency in Microsoft Office Suite, including Outlook, Excel, and OneNote; advanced Excel and spreadsheet experience strongly preferred.
• Ability to interpret and apply written and verbal instructions, adapting to varying situations and levels of complexity.

TRAVEL AND FLEXIBLE SCHEDULE REQUIRED

This position may require travel to attend events, including air travel and overnight stays. Occasional work outside of standard business hours may also be required.

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 $62,000 and $66,000. 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.