Opportunities

Have fun and be challenged at a dynamic company. Full-time positions are eligible for a comprehensive benefits package including but not limited to, paid time off, medical/dental coverage, FSA and 401k. Part-time positions are eligible for paid time off, dental coverage, FSA and 401k. Please direct inquiries to webjobs@cdsreg.com.

 
 
Contact Center Coordinator

Full-time

Researching and disseminating event information needed to train the Contact Center Representatives.

Responsible for researching and disseminating event information needed to train the Call Center Representatives for quality call handling. Act as coach and supervisor to Call Center staff. Work with Manager to identify trends and create solutions for process improvements and job satisfaction. This position requires direct client contact. Generally, travel is not required.

Essential Functions:

    1. Maintain event email boxes and respond to all inquiries.
    2. Provide daily support for online Chat by responding to inquiries.
    3. Research/update online abstracts/tools and disseminate event specific information needed for contact center staff to be able to respond to callers inquiries.
    4. Assist with training staff on contact center policies and procedures and contact center event specifics.
    5. Assist with maintaining: contact center procedures, quick reference guides, out of office schedules, and online tools.
    6. Responsible to update event journals post event.
    7. Participate in reporting feedback for employee annual reviews.
    8. Manage contact center queues effectively to ensure service levels.
    9. Manage and respond to telephone and email issues within company.
    10. Assist with QC of attendee websites and emails before live dates.
    11. Attend and participate in Overview, Database and Implementation meetings for all assigned Contact Center events.
    12. Assists with accepting incoming calls for all events promptly, courteously. Provides accurate and detailed answers to attendee and exhibitors; researches and resolves problems, and communicates information in a clear and concise manner.
    13. Takes registrations over the phone and performs automated data entry.
    14. Follows up on customer inquiries and research to assure satisfactory completion.
    15. Remains current on changes in show facts, policies, procedures and product offerings.
    16. Knows and understands individual trade show components, attendees and exhibitors so that individual is well informed and accurate when providing information.
    17. Works with other Contact Center Representatives to ensure that daily information requests are fulfilled and that files are kept current.
    18. Works as a team player and communicate effectively with other departments within the organization.
    19. Performs additional clerical duties and projects as assigned by the Contact Center Supervisor/Manager.

    Required Skills:
    Must have supervisory experience and demonstrated team building skills. Individual must have strong interpersonal skills, be detail oriented and have excellent verbal and written capabilities. Must possess a demonstrated proficiency in Microsoft Office. Excellent keyboarding skills are required. Must be able to multitask and handle stressful situations in a calm and professional manner. Individual must have a pleasant telephone voice and manner.

    Education and Experience:
    High School Diploma or equivalent, and at least one year experience in a supervisory position managing staff.

 
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Contact Center Representative

Full-time

Responsible for answering incoming event related telephone calls, emails and CHATS for the Contact Center.

Input data accurately into the computer by using department standards and show specifics.

Essential Functions:

    1. Answers incoming event phone lines promptly, courteously and correctly; answers questions, researches and resolves problems, and provides information in a clear and concise manner.
    2. Responds to emails and chats accurately, professionally and within department standards.
    3. Utilizes and understands data entry notes to accurately enter in data by event.
    4. Updates client FAQ daily for reporting purposes.
    5. Follows up on customer inquiries and research to assure satisfactory completion, both via phone and email.
    6. Remains current on changes in show facts, event notes, policies, procedures and product offerings.
    7. Knows and understands individual trade show components, attendees and exhibitors so that individual is well informed and accurate when providing information.
    8. Works with other Contact Center Representatives to ensure that daily information requests are fulfilled and that files are kept current.
    9. Performs additional clerical duties and projects as assigned.

    Required Skills:
    Must have strong interpersonal skills and excellent verbal and written capabilities. Data entry and keyboarding skills (40 WPM) are required. Must have experience with internet and MS Office. Individual must have a pleasant telephone voice and manner. Must be detail oriented with the ability to work with high volumes with daily and weekly deadlines. Must be able to sit for extended periods of time.


    Education and Experience:
    High School Diploma or equivalent, and at least one year experience in a customer service position.

 
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Lead Software Engineer (.NET)

Full-time

Primary architect and lead developer for a suite of SaaS products driving CDS’ business.

Works within a scrum team to design and develop software products in the Microsoft .NET environment (C#, ASP.NET, SQL 2014, MVC). Creates technical documentation for use by CDS support staff and external partners.

Essential Functions:

  • Serve as technical team lead for a small, senior product development scrum team.
  • Drive software architecture of next-generation .NET SaaS platform, including SQL Server 2014 data model, persistence layer, web-services based business tier, business rules engine, UI tier, and integration components.
  • Establish and maintain best-practice development standards.
  • Implement and maintain automated build and deployment scripts.
  • Work with QA engineers to identify and correct defects found in testing.
  • Support products in the field by working with customers and technical support representatives (light travel may be required).
  • Support CDS clients and internal users on new product releases and features.

Skills Required:

  • Top-notch .NET/MVC development skills (C#).
  • Experience designing and developing multi-tenant SaaS products.
  • Demonstrated leadership and mentoring experience.
  • Excellent interpersonal skills and oral/written communication.
  • Ability to handle challenging situations and multiple tasks simultaneously while performing within tight time constraints.

Technical Skills:

  • Minimum 10 years end-to-end web development experience.
  • Minimum 5 years experience with the C# and web frameworks such as .NET MVC.
  • Familiarity with other server-side language such as PHP (preferred) Java or Ruby.
  • Familiarity with client-side technologies including but not limited to HTML, CSS and Javascript libraries such as JQuery. Experience with HTML5 and responsive web design preferred.
  • Minimum 5 years experience with relational database design and development (SQL Server preferred).
  • Experience working in agile programming environment.

Education and Experience:
Four-year college degree in Computer Science or a related field, or equivalent experience is required.

 
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Product Support Specialist

Full-time

Corporate software customer service and support to both internal and external customers.

Provides responsive quality customer service and support to both internal and external customers in the area of corporate software and services including, but not limited to, desktop applications, mobile apps, and reporting/analytic sites. Performs immediate analysis of issues/questions and directs the implementation of corrective action to restore function and avoid recurrence. Records all incidents while maintaining accountability and ownership until resolved. Monitors progress on problem resolution and initiates timely feedback to management and the customers. Performs customer follow-up to verify final resolution and determine satisfaction level. Responsible for creating documentation that is stored in the knowledge base for all staff to reference for troubleshooting. Maintains case history in a case management system.

Essential Functions:

  1. Provides highly effective and efficient technical system and user support.
  2. Documents, tracks, and monitors problems to ensure a timely resolution.
  3. Resolves technical issues, detects patterns of occurrences, and coordinates with staff regarding handling resolutions to persistent problems.
  4. Analyzes challenges, recommend solutions and initiates corrective actions and creates the proper documentation for future reference.
  5. Exercises sound judgment while problem solving customer challenges.
  6. Communicates to customers in non-technical language regarding the status of reporting and/or data management.
  7. Ensures badges and equipment are set up properly and that data captured is tested effectively for applicable events.
  8. Responds to technical support requests promptly, professionally, and effectively.

Required Skills:

  1. Proven customer service and problem solving skills providing remote support services.
  2. Excellent communication and writing skills.
  3. Knowledge and ability to troubleshoot technical issues related to hardware and related operating system software including customer specific software applications.
  4. Must be able to multi-task and prioritize in a fast-paced environment.
  5. Must be detail-oriented and highly accurate.
  6. Strong interpersonal and customer service skills are required to interact with exhibitors, clients, and event teams.

Education and Experience:
Four-year college degree in Computer Science or a related field, or equivalent experience is required.

 
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Position summaries outline the general nature of the duties and requirements of each position. Convention Data Services (CDS) reserves the right to change, modify or amend the duties and requirements of the position as needed. CDS is an EQUAL OPPORTUNITY EMPLOYER and does not discriminate against any applicant because of race, color, religion, national origin, sex, age, disability, marital status, sexual orientation or any other class protected by Federal, State, or Local law.