Contract Helpdesk Support And Customer Service

Job Title: Contract Helpdesk Support and Customer Service

Group/Team: Event Technology & Registration

Reports to: Sr. Director, Participant Engagement

Location: Remote

Employment Type: Contract Hourly, Non-Exempt - 40 hrs per week

Travel Requirements: 0%

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.

WHAT WE ARE LOOKING FOR

Opus Agency is expanding its freelance pool to accommodate future projects and we want YOU to be a part of it.The Helpdesk Support and Customer Service resource 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

• 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.

ESSENTIAL RESPONSIBILITIES

• Uses historical knowledge and expertise of event processes to train and supervise event specific Customer Service teams.
• Completes tasks as assigned by technical project manager and digital project managers
• 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 CSR 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.
• Effectively uses company resources to organize and relay information needed by team members.
• Handles all proprietary information as confidential.

SUPERVISORY RESPONSIBILITIES

None

COMPETENCIES

• Microsoft Office suite program experience, especially Microsoft Excel
• Demonstrate strong verbal and written communication, presentation skills and quantitative abilities.
• Strong project management skills.

WHAT YOU CAN EXPECT IN RETURN

• Temporary position with potential for contract extension or conversion
• A collaborative, inclusive and enthusiastic team

• Flexibility in work schedules

Our job titles may span more than one career level. The starting wage for this role is between $28 and $30 an hour. Our wage ranges are based on third-party national average market compensation analysis. The actual wage is dependent upon many factors, such as: training, transferable skills, work experience, business needs, and market demands. The wage range is subject to change and may be modified in the future.

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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