Address
Form of workJob Title: Meeting Specialist, Customer Experience Support
Area: Meetings and Events
Reports to: Manager, Meetings Logistics
Classification: Exempt
Location: Evanston, IL
This position is designated as Hybrid - Fully Flexible and expected to work from our World Headquarters office once per month to several times a week. The specific days in the office are determined by managers based on business requirements. Rotary is under the jurisdiction of Illinois employment laws; we require all employees to live within reasonable daily commuting distance to Evanston.
Organization Overview
Rotary is a membership organization that unites people from all continents and cultures who take action to deliver real, long-term solutions to pressing issues facing our communities and the world. Each year, Rotary members expand their networks, build lasting relationships, and invest more than $300 million and 16 million volunteer hours to improve lives and create positive change in the world. In exchange for hard work and dedication in support of Rotary’s clubs, members and other participants, and their humanitarian service projects, our employees receive competitive salaries, flexible schedules, comprehensive benefits, and job enrichment. To learn more, visit http://www.rotary.org.
Rotary’s Commitment to Diversity
As a global network that strives to build a world where people unite and take action to create lasting change, Rotary values diversity and celebrates the contributions of people of all backgrounds, regardless of their age, ethnicity, race, color, abilities, religion, socioeconomic status, culture, sex, sexual orientation, and gender identity.
Overview
This unique opportunity serves as part of a dynamic team responsible for the planning and execution of Rotary’s live and virtual events. This position is responsible for ensuring exceptional Customer Experience and meeting support to Rotary’s portfolio of live meetings and virtual events as assigned by the Manager, Meeting Logistics. In addition, you will be assigned to plan Other Portfolio Events (individual meetings) and functional assignments consistent with your planning experience.
In this role, you will plan for the best possible attendee experience at Rotary meetings and events by anticipating attendee needs and building a customer service plan which includes wayfinding and signage, event security, medical coverage, and other support services. This position also serves as the staff liaison to the Sergeant-at-Arms (SAA) team which provides customer service support at the Convention, Assembly and Council on Legislation.
Service and support for live events may include:
- Request for Proposal (RFP) development
- vendor bid analysis
- contracting for vendor services
- budget development and reforecasting
- meeting specification development and communication
- invoice reconciliation and reclassification
- Risk mitigation
Service and support for virtual events may include:
- customer support via live chat
- training support staff
- maintaining frequently asked questions and other resources.
You Will Have
- Bachelor’s degree in business, communications, or related field required.
- Two (2) years of meeting planning experience
- CMP, CMM, PMP or related certification
- Strong project management, organizational, and administrative skills
- Computer literacy and knowledge of Microsoft software and meeting planning tools such as eShow, or Meeting Matrix / Social Tables
- Experience defining vendor specifications, negotiating pricing, and executing vendor agreements for meeting services and equipment
- Software knowledge of web-based tools like SignUpFor and Shifts, knowledge and experience with various virtual platforms to augment the MS office Suite, and floor planning / event management programs.
- Ability to demonstrate cultural sensitivity when working in an international environment
You Are Good At
- Working in a team environment.
- Collaborating and building consensus within cross-functional areas.
- Customer service to all stakeholders (internal and external)
- Interpersonal, written, and verbal communications
- Managing multiple priorities
- Meticulous attention to detail
Leadership Attributes
- Accountability: Have a clear sense of ownership and takes personal responsibility for actions.
- Collaboration: Builds partnerships and works jointly with others to meet shared objectives.
- Innovation: Move Rotary beyond traditional ways of thinking.
- Productivity: Able to generate results that move Rotary toward achieving its goals.
- Strategy: Identify Rotary’s opportunities and design approaches that align with our strategic goals.
You Are Open To
- Supporting other Rotary meetings and events as assigned
- Traveling both domestically and internationally for Rotary events and site visits
- Traveling and working on-site at Convention for several weeks at a time
You Are Able To
- Sit for extended periods of time
- Stand for extended periods of time
- Walk for extended periods of time
- Climb stairs for extended periods of time
- Travel for extended periods of time*
- Lift a minimum of 20 lbs
- Utilize office equipment such as a copy machine, 2-way radio, phone, fax machine, computer, etc.
* Travel may include but not be limited to sitting in an airplane, train, bus, or other form of transportation to get to a predetermined location.
You Will Be Responsible For
Operations
- Contributes to overall project management for meetings including development, review, and revision of project management timelines. (SharePoint)
- Initiates, negotiates, and implements vendor agreements according to policies & procedures
- Follows procedures to develop, issue and analyze responses to RFPs for appropriate vendors to supply security, mobility assistance, and medical services
- Serves as liaison for disabled attendees, including correspondence with registrants to confirm their special needs and arranging disabled transfers
- Develops security and medical services schedule, crowd control plan/schedule in consultation with Logistics team members.
- Coordinates facilities support services, coat / luggage check, first aid /medical, and in-house and contract security coverage and related support such as ushers.
- Coordinates distribution of all communications equipment (mobile phones / walkie talkies) and supervising preparation of onsite phone lists.
- Develops schedules for venue as required (i.e. air conditioning, escalators, security, etc.).
- Assists with warehouse and shipping to and from Rotary events
- Maintains inventory of SAA equipment supply trunks
- Assigned to Other Portfolio Meetings (OPMs) and functional assignments consistent with experience.
Signage and Wayfinding
- Develops signage plan in collaboration with RI Communications and Promotions staff, Sponsorship department, ME Director, and logistics specialists / coordinators
- Designs a wayfinding plan appropriate to the venue, using all available types of installation
- Coordinates sign / banner design with internal stakeholders, Rotary design team and General Services Contractor from concept to delivery
- Coordinates sign request procedure to produce required signs for official and ancillary events at RI meetings
- Maintains inventory of signage to be repurposed at other events
Customer Service / Sergeant-at-Arms
- Provides staff support for SAA, including supervising the database of past, current, and potential Sergeants, generating invitation and update letters, sending, and maintaining communication with volunteer Sergeants for Conventions and coordinating training webinars.
- Staff liaison to the SAA committee, including maintaining the SAA Manual and historical files.
- Plans and conducts SAA training, job assignment, and evaluation during the meeting.
- Arranges opportunities for the Chief SAA and the Host Organization Committee (HOC) Volunteer Chair to align their teams and training, using best practices for scheduling, deployment, coverage and service to attendees.
- Develops and monitors general session, front of house, setup except for stage but including chairs, seating assignments, tent cards, materials distribution and venue services.
Digital Event Support
- Customer support for virtual events may include live chat, training support staff in customer service and platforms, maintaining frequently asked questions and other resources.
- Recommends tools for customer service for events in a digital environment; designs support team structure, training, and documentation; post event reporting and statistics.
- Researching and keeping current on virtual platforms and online tools.
Other
- Active Logistics team member who participates in site visits and committee meetings as needed, provides content for progress and activity reports and manuals, updates meeting specifications with current security and medical services requirements.
- Implements Board and Trustee action related to responsibilities.
- Exhibits an attitude of professionalism, service and collaboration within Meetings & Events team, RI Secretariat and the community at large in support of the Secretariat and Rotary Internationals Strategic Plan and Mission.
- Assists the department manager with other projects, as assigned.
Why work for Rotary?
- Generous medical, dental, and vision benefits package
- Progressive 401k matching contributions
- Above market and generous paid time off package
- Tuition reimbursement
- Professional development opportunities
- On-site cafeteria and coffee bar with special pricing for Rotary employees
- Flextime-several different work schedules to choose from
- Close to CTA, Metra, a variety of stores, and many food options
Please note:
- Rotary does not provide VISA sponsorship or relocation assistance
