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Job Overview
Employment Type
Full-time
Work Schedule
Standard Hours
Benefits
Medical insurance
Dental Insurance
Health savings account
Flexible spending account
Life insurance
Retirement Plan
Tuition subsidy
Paid holidays
Paid Time Off
Paid parental leave
Employee assistance program
Job Description
Indiana University (IU) is a well-established and renowned public research university system in the United States, recognized for its comprehensive academic programs, extensive global reach, and dedication to innovation and excellence. Among its various departments, the University Events and Conferencing office plays a critical role in managing one of the university's key operational systems: the Office of Conference and Event Registration Services (OCERS). This office is responsible for overseeing an intricate registration and payment collection system that manages around $11 million in revenue annually from approximately 1,300 conferences and non-credit programs across all IU campuses. Over the years, the scope... Show More
Job Requirements
- high school diploma or equivalent such as HSED or GED
- 4 years of experience in events, customer service, administrative, or a related field
- proficient written and verbal communication skills
- maintains a high degree of professionalism
- demonstrates time management and priority setting skills
- demonstrates a high commitment to quality
- possesses flexibility to work in a fast paced, dynamic environment
- highly thorough and dependable
- possesses a high degree of initiative
- ability to build strong customer relationships
Job Qualifications
- high school diploma or equivalent such as HSED or GED
- 4 years of experience in events, customer service, administrative, or a related field
- proficient written and verbal communication skills
- maintains a high degree of professionalism
- demonstrates time management and priority setting skills
- demonstrates a high commitment to quality
- possesses flexibility to work in a fast paced, dynamic environment
- highly thorough and dependable
- possesses a high degree of initiative
- ability to build strong customer relationships
- bachelor's degree in business or related field preferred
- 5 years in business, conferences, events, customer service, or a related field preferred
- knowledge of online conference registration and abstract submission systems preferred
- knowledge of revenue processing practices, including payment processing, refunds, and fund transfers preferred
- ability to support onsite events or conference registration operations preferred
- strong analytical and problem-solving skills, particularly in time-sensitive situations preferred
- ability to maintain databases, records, and event documentation accurately preferred
- demonstrated initiative and interest in continuous improvement preferred
Job Duties
- manages a complex registration and payment collection system
- assures that all registration and revenue collection procedures and protocols safeguard the university by adhering strictly to PCI-DSS, PA-DSS, and other security standards
- assures quality control of the registration process
- consults with clients to design, configure, and maintain online conference and event registration forms aligned with event goals and client requirements
- establishes, communicates, and implements cancellation and refund policies in collaboration with clients
- assists registrants with completing registration and abstract submission forms and resolving submission issues
- monitors and responds to inquiries received through the registration phone line and shared email account
- addresses participant and client questions, concerns, and issues in a timely and professional manner
- processes registration cancellations and refunds in accordance with IU revenue processing guidelines
- manages onsite registration operations for events requiring IU Conferences representation, including payment processing
- troubleshoots and resolves onsite registration and logistical issues
- orchestrates and manages the online abstract submission process for client conferences
- consults with coordinators and clients to define abstract submission specifications
- configures the abstract collection and review system to meet client-specific needs
- manages abstract submission timelines and coordinates review committee distributions
- trains review committee members, including program chairs, on the online abstract review process
- serves as a primary liaison for event and conference registration, including creating and maintaining online registration pages, managing registrant data, and responding to participant inquiries
- processes event registrations and payments in accordance with established procedures
- interprets and communicates revenue processing requirements to clients
- collaborates with accounting staff to ensure accurate tracking, reconciliation, and transfer of funds
- coordinates basic and increasingly more complex design, layout, and logistics of events including seminars, workshops, board meetings, conferences, student and alumni events, performances, and exhibitions
- acts as a liaison with relevant vendors, partner organizations, departments, and/or facilities and ensures event plans adhere to stipulated budget, specifications, policies, and standard procedures
- answers guest and customer calls and emails and provides information related to event services
- maintains files, documents, calendars, and event-related correspondence records
- maintains mailing lists and may help with printing and distribution of event marketing materials
- assists in the setup of meeting or conference spaces
- may delegate setup tasks to Set-Up Coordinator(s) depending on event size/scope
- may interface with media and/or marketing and communications representatives regarding calendar of events and event publicity
- may address urgent or escalated issues, escalating to supervisor as needed
- may provide guidance to lower-level Event Services Coordinators
- may make process recommendations to supervisor for increased operational efficiency
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
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