Description:
DEFINITION OF POSITION
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.
SUPERVISION RECEIVED AND EXERCISED
Works under general supervision and instruction of the Director of Events & Operations.
KEY RESPONSIBILITIES:
Registration Operations & Data Management:
- 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.
Financial Coordination and Registration Support:
- Process registration payments received by credit card, purchase order, or other approved payment methods.
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Apply payments accurately within the CRM and financial systems.
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Research and resolve payment discrepancies.
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Process registration refunds according to ACSA policies and procedures.
- Review conference registration transactions against financial reports and coordinate discrepancies with the Finance Department.
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Coordinate with the Finance Department regarding payment status, outstanding balances, refunds, and account corrections.
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Maintain accurate financial documentation for audit purposes.
Onsite Conference Support:
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Collaborate with IT staff to set up and support the registration desk, including both setup and breakdown.
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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.
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Work with ACSA staff to ensure the registration desk is well-organized and fully staffed.
Customer Support:
- 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.
Administrative and Database Support:
- 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.
Working Conditions:
- Sitting/standing while working at a computer workstation for extended periods
- Frequent travel (<10%) to work multi-day conferences within California (approx. 3-7 days)
Assist with onsite set-up (moving of boxes up to approx. 25 lbs, unpacking, packet stuffing, etc.)
Requirements:
MINIMUM QUALIFICATIONS:
Knowledge of:
- Strong proficiency in Microsoft Office Suite (Outlook, Word, Excel, PowerPoint, D365).
- Cloud-based collaboration applications and tools, including Asana, Teams, Google Drive, OneDrive, SharePoint, and Canva.
- Knowledge of Cvent is plus but not required.
- General understanding of registration payment workflows, invoice tracking, and coordination with financial systems.
- Excellent written communication skills, including strong command of English usage, spelling, grammar, and punctuation.
- Experience in customer service, database management, registration administration, accounts receivable, bookkeeping or administrative support is a plus.
Ability to:
- Provide exceptional attention to detail.
- Maintain high degrees of accuracy.
- Apply strong organizational skills.
- Handle confidential financial information.
- Prioritize deadlines.
- Strong analytical and problem-solving skills
- Ability to identify discrepancies and resolve issues independently.
- Excellent time management
- Adapt effectively in a fast-paced conference environment.
EDUCATION AND EXPERIENCE:
Any combination of education, training, and experience that demonstrates possession of the required knowledge, skills, and abilities may be qualifying. A typical way to obtain the required qualifications would be:
- Equivalent to completion of the twelfth grade.
- Three years of progressively responsible experience in customer service, registration administration, payment coordination, data management, or administrative operations.
- Experience working with CRM, registration management, or financial systems is preferred.
