Job Description

DUTIES & RESPONSIBILITIES:

Serve as the primary point of contact for members attending events, providing in-person assistance for any needs, inquiries, or troubleshooting concerns.
Proactively anticipate and address member concerns to maintain a welcoming, seamless, and positive event experience.
Utilize internal support tools to resolve member issues in real time, ensuring minimal disruption during events.
Troubleshoot and resolve common issues related to payments, reservations, and event access; escalate more complex concerns to the appropriate teams when necessary.
Conduct pre-event confirmations by calling restaurants and partner venues to verify reservations, special requests, guest counts, and event arrangements to ensure accuracy and readiness.
Collaborate closely with event organizers and partners to ensure all logistical requirements are thoroughly prepared and executed.
Assist in setting up and managing support dashboards, systems, and event-related technology to ensure smooth on-site operations.
Monitor event flow and quickly respond to any operational or member-related issues that may arise.
Accurately document and report customer feedback after each event to support continuous improvement of the member experience.
Handle post-event inquiries and concerns, including billing issues, feedback follow-ups, and questions regarding future events or experiences.
Maintain clear, professional, and timely communication with both internal teams and external partners at all times.

REQUIREMENTS:

Excellent Communication Skills: Strong verbal and written communication skills, with the ability to interact clearly and professionally with members, partners, and internal teams at all times.
Customer-Centric Mindset: Proven ability to handle customer concerns with empathy, urgency, and professionalism, ensuring a consistently positive experience.
Reservation Management Experience (Required): Demonstrated experience in booking, confirming, and managing reservations (e.g., restaurants, events, or similar services), including direct coordination via phone and email.
Technical Proficiency: Comfortable using customer support platforms, CRM systems, and troubleshooting basic technical issues in real time.
Adaptability & Problem-Solving: Ability to think quickly, stay composed under pressure, and adapt to fast-paced, dynamic event environments.
High Attention to Detail: Meticulous in verifying event details, reservations, and logistics to prevent errors and ensure seamless execution.
Accountability & Ownership: Takes full responsibility for tasks and follows through to resolution without constant supervision.
Flexibility & Availability: Willingness to work varying schedules, including evenings, weekends, and holidays, based on event requirements.
Team Collaboration: Ability to work closely with cross-functional teams, vendors, and event partners to ensure smooth operations.

Shifting Schedule: 5AM EST, 10AM EST, 2PM EST, 5PM EST

About NarraSoft

NarraSoft is an award winning, digital services company based in Cary, North Carolina. Led by executives with decades of experience in global technology operations from companies including Accenture, Computer Sciences Corporation, and Siemens; We bring a breadth of Fortune 500 experience to our clients.

NarraSoft offers companies competitive cost alternatives to software development, quality assurance, testing, application management and project management. We achieve material cost reductions for our clients through a blend of global talent, agility and innovation.

If you have questions about NarraSoft, please contact us at inquiry@NarraSoft.com

Industry

Consulting & Advisory

Company Size

51-200 employees

Headquarters

Cary, NC

Year Founded

2009

Website

narrasoft.com

Social Media

Customer Support Representative

Job Description

About NarraSoft