Convention Data Services
Boston, MA, USA

Contact Center Representative

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Convention Data Services (CDS), a Freeman Company, is the trusted partner in the live events industry for conference event registration, business intelligence, and lead management servicing top show organizers worldwide. Headquartered in Bourne, MA (Cape Cod), CDS has been providing customized applications and support services for more than 30 years.
As a Contact Center Rep you will be responsible for answering incoming event related telephone calls, emails and web-based chats. You will be the first line of technical support related to event pages and products, as well as input data accurately into the system using department standards and show specific details.
Bilingual skills, espeically Spanish speaking, are a definite plus! Virtual or hybrid work arrangements are available.
Essential Functions

  • Answers incoming event phone lines promptly, courteously, and correctly; answers questions, researches and resolves problems, and provides information in a clear and concise manner.
  • Responds to emails and web chats accurately, professionally and within department standards.
  • Able to act as first line support for technical support issues relating to webpage registration and login issues
  • Utilizes and understands data entry notes to accurately enter in data by event.
  • Updates client FAQ daily for reporting purposes.
  • Follows up on customer inquiries and research to assure satisfactory completion, via phone / email/chat.
  • Remains current on changes in show facts, event notes, policies, procedures, and product offerings.
  • Able to work independently and in a team setting in a fast-paced environment
  • Understands individual trade show components and products for attendees and exhibitors.
  • Works with other Contact Center Representatives to ensure that daily information requests are fulfilled and that files are kept current.
  • Performs additional duties and projects as assigned.

Required Skills
Ability to multi-task using multiple computer screens, databases and web pages while engaging with customers. Must have strong interpersonal skills as well as excellent verbal and written capabilities. Software knowledge of JIRA, Excel, Teams, Office 365 skills helpful. Data entry and keyboarding skills (40 WPM) are required. Must have a pleasant telephone voice and manner. Must be detail oriented, comfortable with high call volumes, with daily and weekly deadlines.
Physical Requirements

  • must be able to sit for extended periods of time; must be able to use computer and telephone equipment, including typing on keyboard;
  • must be able to think analytically, concentrate on tasks and remember details

High School Diploma or equivalent, and at least one year experience in a customer service position.
For full-time positions, in addition to health, dental and vision, we offer a comprehensive benefits package including:

  • Flexible Paid Time Off
  • 401k Plan Matching
  • Paid Parental leave
  • Tuition Reimbursement
  • Training and professional development

Other details

  • Pay Type Hourly
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What are Convention Data Services Perks + Benefits

Volunteer in local community
Open door policy
Flexible work schedule
Remote work program
Dedicated diversity and inclusion staff
Diversity manifesto
Diversity employee resource groups
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K) matching
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Unlimited vacation policy
Paid volunteer time
Paid holidays
Paid sick days
Office Perks
Company-sponsored happy hours
Onsite office parking
Professional Development
Tuition reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
Paid industry certifications

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