portal resources jobs companies m meeting tomorrow customer experience specialist | customer support

Customer Experience Specialist | Customer Support 🔥

Meeting Tomorrow is a 19-year-old company with a startup feel, with a team of 80 friendly employees, headquartered along the Chicago river, although many of us are currently working remotely due to the pandemic. We service the event industry by providing technology services and equipment to enable thousands of in person, hybrid and virtual events nationwide. We shifted our business during the pandemic and had our most successful year yet and kept our team together in the process. We offer the best coworkers you’ll find anywhere, extensive training and professional development, great benefits, and the opportunity to work in a fast-paced, team-oriented, entrepreneurial environment.

The opportunity:

The required hours for this position are Monday - Friday 11 am to 7 pm CST, as well as having the flexibility to support evening and weekend events as needed.

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. Every CXS will ensure that all customers, potential customers, employees and partners who reach out are treated with care and 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.

Main responsibilities include -

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 that 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.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.

Who we need:

The perfect fit for this position is someone who loves working with others, builds trust quickly, communicates clearly, and welcomes tough challenges. People describe you as -

A team player. You work better as part of a team vs independently, love getting to know people of diverse perspectives, and care about the needs of others. Adaptable and Fast. You’re used to working in a high call volume role, welcome change, and can quickly change priorities when needed. Great Communicator. You listen well, can work with different communication styles, and are able to be direct and clear. Organized and detail-oriented. With a high volume of clients, it’s important that this person is able to multitask and stay organized with all the different moving parts. Resilient. It takes a lot to frazzle you and you stay calm under pressure. Resourceful. You solve problems creatively and quickly and know how to utilize available resources to your advantage.

What you’ll accomplish, within 1 month:

  • Become proficient in our CRM system, Netsuite
  • Understand and be able to navigate all the tools you will need to be successful in this role, 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 web leads
  • 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 mastery 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 (15-30 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 re-evaluating 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.

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, free divvy membership, Ventra transit program, 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!

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