On Board Experiential is an award-winning, full-service experiential marketing agency that creates meaningful brand experiences throughout the world from our offices in San Francisco, Los Angeles and New York City. Our clients include: Nike, Facebook, Tesla, JPMorgan Chase, Instagram, Cheez-It, Activision, Mrs. Meyer’s Clean Day, and Salesforce (to name a few). Cool, cool, but what’s it like to work here? Event Marketer recognized OBE as one of the Best Places to Work in Events 2019, and we couldn’t agree more. The most important part of our business is our people, or “unicorn employees” as we call them. They are hardworking, brave and make magic happen on the regular. But under each majestic exterior, is a human deserving of a healthy work life balance. That’s why we believe in WFHF (Work From Home Fridays) and BYPTWA (Bring Your Pet To Work Anydays), company retreats and corporate yearbooks, wellness discounts and grown-up field trips. We are one big supportive family, and that is ultimately what keeps our superstars coming back every day.
SUMMARY OF POSITION
The Customer Service Manager position will support domestic and international markets' communications for the J.P. Morgan events including Corporate Challenge and Sweatworking. The Customer Service Manager is responsible for inbound/outbound communications and ensuring that all events have premium experiences with customers pre, during, and post-event.
Communication – to include but not limited to; listening and responding to customer emails, phone call inquiries and in person questions in a timely manner. Working closely with the OBE lead(s) ensuring that the communication and content calendar is created effectively and is properly aligned with the customer’s experience before, during, and after the event day.
PROJECT-SPECIFIC JOB FUNCTIONS
Monitor incoming inquiries in a timely fashion via email and phone. Responding in a friendly but professional manor
Record inquiries, resolutions and escalation in the customer service metrics
Organize lodging and room block attendees and staff
Coordinate and maintain microsites information
DESIRED SKILLS AND EXPERIENCE
The ideal candidate would have experience in customer service domestically and internationally. Including a general understanding of worldly verbal etiquette.
Knowledge of hands-on approach to create appropriate solutions.
ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES
Microsoft office skills
Positive and upbeat communication skills (via email and phone)
Reasoning ability to define problems, collect data, establish facts, and draw valid conclusions.
Ability to identify and report on key CS trends (i.e. high-volume communication times, typical questions/answers, typical length of time in answering said inquiries, etc.)