Customer Experience & Service Manager

Position Type: Full Time

Location: Falls Church, VA

Position Summary: 

We are seeking a transformational Customer Experience leader to join our team and bring exceptional new experiences to our customers. The ideal candidate will have a strong background in Customer Experience (CX) and Design Thinking, with a proven track record of both delivering changes to customer perceptions, as well as managing customer service teams. This role requires a deep understanding of technology solutions (including Customer Relationship Management (CRM)) systems and the ability to establish a dynamic CX measurement system.

Major Duties and Responsibilities: 

• Manages and oversees the customer service team, ensuring high performance and customer satisfaction.

• Uses CX and Design Thinking to identify actions that drive positive customer perception and deliver demonstrable improvements in customer loyalty and growth.

• Works across Departments including sales, technology, and finance to implement both near-term and long-term solutions to customer challenges.

• Recognizes the drivers of compelling CX by tracking a portfolio of data points.

• Establishes and maintains a dynamic CX measurement system that enables both strategic and tactical decision-making.

• Updates and maintains a customer journey map, identifying pivotal moments to design and amplify both CX and brand results.

• Serves as CX lead within the Innovation & Experience Team, a task force reporting to the Chief Executive.

• Performs other duties as assigned. 
   

Qualifications/Requirements: 

• Bachelor's or AB degree in a relevant field.

• Minimum of 4 years of experience in Design Thinking and/or Customer Experience (CX) projects, with at least one year in a project leadership role.

• Preferred experience in a call center or customer service department.

• Proven ability to manage customer service teams.

• Deep knowledge of Customer Relationship Management (CRM) systems.

• Strong communication skills, both written and verbal.

• Ability to work in the office in Falls Church, VA, with hybrid opportunities available.
   

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Marketing & Events Specialist

Position Type: Full Time

Location: Falls Church, VA

Position Summary: 

The Marketing Specialist supports the marketing team in several initiatives including the management and execution of events and webinars as well as our biannual CHEMTREC International Hazmat Summit. This role assists the graphic designer with ordering promotional materials and marketing collateral for events and customer visits. The marketing specialist serves as backup for digital marketing manager with social media duties. This position reports directly to the Marketing Director.

Major Duties and Responsibilities: 

• Provides all logistical and hands-on support for live and virtual webinars, meetings, events, and tradeshows (over 50+ per year)
• Leads all virtual and in-person event planning, setup, and execution, including the biannual CHEMTREC International Hazmat Summit
• Develops the CHEMTREC International Hazmat Summit theme & program in alignment with CHEMTREC’s business strategy 
• Assists in execution of event management strategy that is aligned with CHEMTREC’s business strategy and leads its execution
• Assists with responding to calls and e-mails related to webinars, meetings, and events
• Coordinates ordering, packing, and shipping/transporting of event materials to show site
• Manages planning timelines to keep events running on schedule
• Assists graphic designer in content creation of marketing materials including programs, promotional materials, brochures, advertisements, signs, passports, fact sheets, pop up banners, etc.
• Works with graphic designer to create booth design for CHEMTREC
• Develops event KPIs for marketing, sales, account management, and customer service
• Implements and creates tools such as follow up surveys and lead management processes to measure ROI of each webinar, meeting, and event
• Assists with signage details for meetings and events
• Manages the webinar section of CHEMTREC’s Learning Academy
• Manages the webinar recordings site on CHEMTREC’s SharePoint
• Utilizes Microsoft Dynamics CRM/Microsoft Teams to manage event and webinar registration
• Assists in developing working relationships with outside vendors and establishing agreements to enhance the webinar and event experience and to generate leads and opportunities
• Provides backup coverage for social media responsibilities for CHEMTREC and TRANSCAER’s Twitter, Facebook, Instagram, LinkedIn, YouTube, and Vevo accounts.
• Other duties as assigned.
• Monitor Marketing inbox as needed
   

Qualifications/Requirements: 

• Bachelor’s degree from an accredited university in marketing, events, hospitality, or related major
• At least three years of experience in hospitality, event management, food and beverage, sales and marketing, or a comparable degree/experience in event management
• Attention to detail and accuracy
• Proficiency with Microsoft Suite
• Strong interpersonal skills and ability to interact with a variety of people
• Strong administrative skills with the ability to draft communications, coordinate travel arrangements and maintain and order supplies
• Knowledge of virtual platforms such as Microsoft Teams, Zoom, and GoToWebinar
• Ability to lift 50 pounds
• Ability to work some nights and the occasional weekends
• Ability to travel at least 20% of the year
   

Preferred

• Experience with MS SharePoint and MS Dynamics CRM 
   

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Junior Accounting Specialist

Position Type: Full Time

Location: Falls Church, VA

Position Summary: 

The position is responsible for assisting the other junior accounting specialist, the accounting specialist, and the Accounting Operations Manager in renewal and new sales invoicing processes, A/R-Collections to include tracking and resolving outstanding payments, and any other duties needing assistance. The role will also involve processing refunds on customer invoices. The position reports directly to the Accounting Operations Manager.

Major Duties and Responsibilities: 

• Assist in invoicing existing and new customers.
• Assist in monthly renewable customer billing.
• Applies customer payments and researches any payment discrepancies.
• Assist Collections Supervisor and Collections Specialist in collections of outstanding invoices when needed.
• Assist in processing refunds on all registrant accounts when needed. 
• Monitor Accounts Receivable Outlook inbox.
• Complete vendor forms as requested by existing and potential customers.
• Perform other related duties as assigned.

Qualifications/Requirements: 

• Six months accounts receivable experience.
• Demonstrated ability to work in a fast-paced, metric-based environment.
• Experience with high volume billing.
• Strong attention to detail and goal oriented.
• Ability to work as part of a team.
• Experience with Microsoft Dynamics CRM and Microsoft Excel.
• Strong written and verbal communication skills. 

Apply Now