Customer Experience Specialist – Customer Support

Customer Experience Specialist – Customer Support

Remote – United States only

Customer Success Team

Full-time

Remote

Meeting Tomorrow is a 20-year-old company with a growing team of 85 friendly employees. We’re headquartered in Chicago, with 80% percent of our team working remotely in cities all over the country. We produce in-person, hybrid, and virtual events and rent equipment that brings people together. Our clients range from Fortune 500 companies to small businesses, and we pride ourselves on providing the best customer experience in the events industry. We offer the greatest coworkers you’ll find anywhere, great benefits, and the opportunity to work in a dynamic, team-oriented, entrepreneurial environment. We can’t wait to meet you!

The opportunity:

The Customer Experience Specialist (CXS) role at Meeting Tomorrow is responsible for ensuring every customer, prospective or current, that reaches out to Meeting Tomorrow is provided with exceptional service. The goal of the CXS is to ensure everyone who reaches out to Meeting Tomorrow is able to reach someone who is helpful, kind and prioritizes their needs and that they leave that interaction with a positive experience and have been helped in a manner that aligns with Meeting Tomorrow’s customer service philosophy.

We have 100+ current and potential customers reaching out every day via phone call, email and/or chat and we want to have a CXS immediately available to assist them and provide excellent customer service. The nature of their outreach may be to inquire about our services or during their event or rental for assistance or any point in between.

The required hours for this position are Monday – Friday 9 am to 5 pm PST, with flexibility to support evening and weekend events as needed.

Main responsibilities include:

•Manage and oversee all live event issues and support, including troubleshooting technical support calls with technicians for AV equipment, with clients for technology equipment, and attendees with virtual platforms

•Document all event issues and changes, steps to resolution, and communication with clients and vendors

•Welcome potential customers to Meeting Tomorrow and understand their needs to determine if their needs fall within our scope of services

•Process incoming sales inquiries by creating opportunities in our CRM (NetSuite) and routing callers to the appropriate person

•Provide administrative support to the sales team including order entry, research, contract assistance

•Complete a high volume of tasks each day by staying organized and efficient

•Ensure every person who reaches out to Meeting Tomorrow via phone, email, and texting receives a timely and attentive response and support and that all reasonable actions are taken to resolve questions and issues

Who we need: 

The perfect fit for this position is someone who loves helping people, builds trust quickly, communicates clearly, and welcomes tough challenges. People describe you as:

A team player. You work better as part of a team and love getting to know people and care about the needs of others. Adaptable and Fast. You’re used to working in a high call volume role, you welcome change, and can quickly change priorities when needed.

Great Communicator. You listen well, can work with different communication styles, and can be direct and clear.

Organized and detail-oriented. With a high volume of clients, it’s important that you’re able to multitask and stay organized with all the different moving parts.

Problem Solver & Conflict Resolution. You can use logical reasoning and effective solutions to identify, analyze, and resolve problems.

Good Time Management. You’re able to juggle competing priorities and manage workload efficiently.

What you’ll accomplish:

Within 1 month you’ll:

•Become proficient in our CRM system, Netsuite.

•Understand and be able to navigate all the tools you will need to be successful in thisrole, including training on how our teams work together, our processes, and team resources.

•Feel confident answering all inbound calls and emails and making outbound calls related to sales inquiries.

•Meet with current members of the team individually to gather learnings to implement in your role.

•Complete 50 tasks a day related to processing web leads and live events.

•Complete 5 real-time issues with autonomy.

•Have a clear understanding of MT’s products and services.

Within 3 months, you’ll:

•Have proficiency of the role and multitask responsibilities with autonomy.

•Have confidence answering phone calls from clients and vendors and have that success reflected in response rate (up to 30 calls a day answered within 20 seconds)

•Complete tasks and event confirmations with autonomy (30+ tasks a day)

•Build trust with potential clients through your first interactions with them.

•Respond to web leads assigned to you within an hour.

Within 6 months you’ll:

•See growth and proficiency in your case-resolution skills through call monitoring and coaching.

•Complete projects to improve the efficiency and effectiveness of the team; we are constantly reevaluating our processes and want your input.

•Demonstrate an aptitude for problem-solving and multitasking responsibilities.

•Be an expert on MT’s products and services when handling inbound opportunities and web leads.

•Be receiving positive feedback and high satisfaction scores from your teammates.

$41,001 – $51,251 a year

The above range is the starting salary range for this role. The final starting salary is based on individual experience and how closely it translates to the role. Once in the role, we offer annual merit increases based on performance.

At Meeting Tomorrow, our mission is to foster a culture of respect and affection. We embrace our differences and are committed to having a diverse, equitable, and inclusive environment. We’re an Equal Opportunity Employer that believes in second chances and strongly encourage BIPOC, women, LGBTQIA, veterans, persons with disabilities, formerly incarcerated and all other individuals to apply.

Our benefits include: full medical coverage (health, vision, dental, short term disability and life insurance), PTO and 9 paid holidays, annual profit-sharing bonus, 100% charitable giving match, employer match 401k with subsidized brokerage fees, gym membership reimbursement, employee-led social action teams, fully paid parental leave, paid bereavement leave and fun social gatherings!

What makes Meeting Tomorrow’s culture so special is the people, and we look for candidates who are a match for our company’s core values: commitment, kindness and humility. If those words describe you and you see yourself in this posting, you’re ready to apply!