CUSTOMER EXPERIENCE COORDINATOR
Passion Conferences
OBJECTIVE
This role is responsible for all aspects of registration management and attendee experience for Passion Conferences. Serving as the primary point of contact for all groups and individuals attending Passion Conference, Passion Camp, and other Passion events this role ensures that registration processes, ticket access, and event details are accurate, clear, and seamless, while providing exceptional customer service by answering questions, resolving issues, and supporting attendees before, during, and after events.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Oversee end-to-end event registration for all Passion Conference events, including event platforms, ticket creation, on-sale timelines and income reporting
- Manage the reconciliation and reporting of registration income
- Plan and lead the on-site arrival and group seating experience for attendees
- Collaborate with the Marketing Team to ensure all attendee-facing event information across websites, emails, event app and FAQs, is accurate, clear, and aligned with brand standards
- Deliver exceptional, high-touch customer service via email and phone by responding to a high daily volume of inquiries, managing multiple HubSpot inboxes
- Consistently evaluate feedback, identify opportunities for improvement, and enhance registration and attendee experience processes across all events
A DAY MIGHT LOOK LIKE
- Answering email questions about Passion Conferences and events through HubSpot
- Troubleshooting registration systems
- Working with the Technology Team on the Passion Camp Portal
- Communicating with group leaders to answer questions and update registrations
- Creating and managing communication to attendees about events
This job description in no way states or implies that the ESSENTIAL DUTIES AND RESPONSIBILITIES are the only responsibilities of this position. The employee is required to follow any other reasonable instruction and perform any other reasonable duties at the request of the supervisor or other senior management personnel.
WORK SCHEDULE
Monday - Friday 9a - 5p, with flexibility required for travel and events.Monitors email periodically outside of work hours to respond to urgent cases especially around peak deadlines
REPORTS TO
Passion Conferences Director of Events
AN IDEAL INDIVIDUAL
- A positive, team-oriented, kingdom-minded individual who models initiative, service, and accuracy as they play a pivotal role on the team
- Highly organized with strong relational, administrative and project management skills
- Is detail oriented, enjoys systems
- Has excellent written and verbal skills
- Has the ability to resolve conflicts and maintain composure during stressful situations
- Performs job duties on time with excellence
- Has a bachelor’s degree in business/general studies or equivalent combination of education and experience
EXPECTATIONS
- Loves Jesus, the people of Passion City Church, the city of Atlanta and the world.
- Acts as an advocate of the culture, mission, and vision of Passion Conferences and Passion City Church.
- Willingness to adapt and be flexible, while working above and beyond expectations.
- Low drama, high-momentum, high-capacity, positivity, over-comer, dreamer, creative-can-do-whatever-it-takes attitude.
- Passionate about taking a huge vision and turning it into reality through strategic execution.
- Self-motivated, teachable, and thrive in fast-paced work environment.
- Willingness to serve under leadership and to communicate pertinent information to leadership in a timely manner.
- Performs job duties on time with excellence.
- Actively participates in the life of Passion City Church.
