Registration and Customer Support Coordinator

Description

The Registration and Customer Support Coordinator is responsible for maintaining the accuracy and integrity of conference registration data, supporting registration-related payment processing, and providing exceptional customer service to ACSA members, conference attendees, and stakeholders. This position serves as the department's primary resource for registration operations, customer account support, CRM data management, and coordination with the Finance Department to support the successful delivery of ACSA's professional learning events.

Works under general supervision and instruction of the Director of Events & Operations.

• Maintain accurate registration records within Cvent, and other association databases.
• Perform high-volume data entry while ensuring accuracy, completeness, and consistency.
• Process attendee registrations, cancellations, modifications, and special requests in a timely manner to ensure accuracy and consistency of data.
• Review registrations for data discrepancies and resolve errors before financial processing.
• Coordinate with the financial services department to collect registration fees.
• Generate recurring registration reports and provide attendance data to internal stakeholders.
• Monitor registration trends and identify discrepancies requiring correction.
• Support database cleanup and ongoing data quality initiatives.
• Compose and distribute event-related updates, reminders, and logistics information to attendees.

• Process registration payments received by credit card, purchase order, or other approved payment methods.
• Apply payments accurately within the CRM and financial systems.
• Research and resolve payment discrepancies.
• Process registration refunds according to ACSA policies and procedures.

• Review conference registration transactions against financial reports and coordinate discrepancies with the Finance Department.
• Coordinate with the Finance Department regarding payment status, outstanding balances, refunds, and account corrections.
• Maintain accurate financial documentation for audit purposes.

• Collaborate with IT staff to set up and support the registration desk, including both setup and breakdown.
• Assist with onsite registration during conferences, ensuring a smooth check-in process for attendees.

• Provide on-site customer support by assisting attendees, speakers, and VIP guests with badge pickup and other registration-related needs.

• Work with ACSA staff to ensure the registration desk is well-organized and fully staffed.

• Serve as the primary point of contact for conference attendees, responding to inquiries via phone, email, and online chat in a timely and professional manner.
• Assist attendees with registration issues, including technical problems, payment issues, and conference-related questions.
• Assist conference attendees and ACSA members with account access and profile updates.
• Resolve customer concerns professionally and independently.
• Clarify and interpret program policies, procedures, rules, and regulations in response to registration inquiries.

• Maintain accurate and up-to-date records in the association’s CRM and registration systems.
• Monitor registration trends, run event data reports, and provide weekly program count updates to key staff to ensure registrant information remains accurate and current.
• Ensure that all email communication adheres to the organization’s branding and communication guidelines.
• Maintains professional learning web pages via ACSA’s content management system.
• Keeps up to date with the programs offered by the Professional Learning Services Department and collaborates with members and staff to provide information about these programs and the department.
• Provide support to committees or councils as assigned.
• Performs additional duties as assigned and supports special projects as directed by the supervisor.

• Sitting/standing while working at a computer workstation for extended periods
• Frequent travel (