The Lead Associate is a member of the Learning & Conferencing team and plays a key role in ensuring that our customers have great experiences when attending our learning courses. This position ensures a seamless delivery of our trainings from pre-, onsite and post-event. The major components of this position include learning logistics, registration, customer service, and financial acumen to include producing contracts.
Areas of Responsibility:
Registration:
- Responsible for course registration and management of integrated online learning catalog, database and calendar.
- Manage the course registration process. This includes accurately developing the online registration page, managing cancelations, transfers, refunds, printing name badges, sending confirmations, etc.
- Provide exceptional customer service by dealing directly with customers by telephone, electronically or face-to-face. Respond promptly to customer inquiries. Handle and resolve customer complaints.
Logistics – Support for Courses:
- Assist in the scheduling of courses and the facilitator recruitment.
- Manage room set-up and the ordering catering.
- Schedule and attend facilitator briefing calls.
- Prepare learning materials including name badges, attendee rosters, facilitator guides, participant packets, program certificates and handouts in conjunction with the print shop. This includes shipping of materials as applicable.
- Assist in the development and production of course books and materials. Make appropriate updates in the layout, design and organization of materials using brand guidelines.
- Provide on-site customer service for learning courses held locally which require varied work hours.
- Act as logistics liaison for off-site learning (e.g. hosted by local United Ways) and ensure that all arrangements have been done to guarantee a smooth delivery.
- Inventory and maintain the course supplies.
- Prepare and send the course evaluations and provide summaries.
- Communicate with and provide assistance to United Ways, both locally and worldwide, and United Way Worldwide staff.
Financial:
- Manage the flex credit process and review and approve/reject flex credit requests.
- Develop individual program budgets (e.g. course budgets) and budgets for new products.
- Review and process all levels of contracts (e.g., facilitator, host city).
- Liaison with vendors and the finance team.
- Prepare and process payment requests in an accurate and timely manner, including team’s expenses.
- Reconcile course registration.
- Reconcile against the general ledger and trouble-shoot discrepancies.
- Manage the work order numbering (taxonomy) system.
General:
- Obtain CFRE, HRCI, CPE and other certifications for events and participants.
- Support webinars and virtual conferences.
- Provide back-up support for the Mary Gates Learning Center.
- Other duties as assigned.
Educational Background:
Requires a high school diploma. Bachelor’s degree preferred.
Skills/Experience:
- At least five years of experience in a logistics, event planning or similar role.
- Must be able to adjust schedule and/or work overtime to staff events (most events are during business hours; there are many events that go through early evening and occasional events on weekends).
- Requires strong skills in Microsoft Office suite, computer and Internet research skills; flexibility, excellent interpersonal skills, project coordination experience, prioritize and manage work load to ensure timely achievement of deliverables; and the ability to work well with all levels of internal management and staff, as well as outside clients and vendors. Attention to detail is essential.
- The ideal candidate will have strong communication skills (written and verbal), and a clear ability to multi-task in a fast-paced environment.
- Able to lift and move items up to 25 lbs. Experience in Adobe Acrobat is a plus.
Job Function:
Organization Info
Listing Stats
Post Date:
Apr 4 2018
Active Until:
May 5 2018
Hiring Organization:
United Way Worldwide
industry:
Nonprofit