Primary Function

Reporting to the General Manager and supporting the AV Operations Lead, ensure that the overall functions of the audiovisual (AV) team office and service desk are running smoothly. Provide service support, communicating in both English and Spanish, to clients, team leaders, company, and a team of technicians servicing a high-end conferencing and audio-visual environment.

Duties & Responsibilities

• Be the first contact point of the AV Service Unit and clients by monitoring, organizing, and responding to emails and requests received to the AV Services inbox and phone line
• Process requests and convert them to tasks. Work with the team to analyze resource availability.
• Assist clients with information, escalations, incidents, or other immediate needs. Channel issues to the management team for immediate resolution.
• Support the GM and AV Operations Lead with resource allocation and scheduling
• Manage timekeeping approvals, including overtime forecasts, and expense submissions for employees and invoices from freelancers for accurate job costing
• Schedule MS Teams meetings or other collaboration electronic tools for virtual and hybrid meetings
• Schedule and share information with the Virtual Simultaneous Interpretation tool
• Manage chargeback of services with internal clients. Understand governance policies associated with chargeback. Prepare and share quotes with clients and ensure that account numbers are accurate prior to service provision.
• Interface with Conference Event Planners, Interpretation Unit, Protocol Office, and other executive offices to ensure AV needs are received and communicated
• Collaborating with company HQ and recruiting team, facilitate the interviewing and orientation for freelance creatives and technicians who may be booked for projects. Maintain the active roster, reach out to freelancers for availability inquiries, and note specialty skill requirements to HQ for ongoing recruiting needs.
• Organize media assets and other client deliverables
• Work with Engineering to support documentation for tracking physical AV assets in the infrastructure, maintenance schedule, and Service Management tool (ClickUp)
• Assist with dissemination of customer service surveys and collection of data
• Gather data for measuring incidents and resolution, KPI and SLA performance, resource utilization, services information, and performance data
• Provide day-of-show event support for large-scale, last-minute and priority meetings and events
• Manage vendor relationships, order supplies, and conduct equipment ordering and shipping
• Participate in weekly meetings, perform other duties and special projects as assigned

Skills & Qualifications

• Excellent customer service skills; Must be creative and flexible in interacting and communicating with coworkers and clients, often under deadline pressure.
• Proactive attitude and solid work ethic
• Strong analytical and detail-oriented aptitude; a high degree of accuracy is required
• Results-oriented approach with proven critical thinking skills. Effective communication skills with ability to prepare, present and discuss findings in written and oral form.
• Ability to read, speak and effectively communicate in English and Spanish languages; Ability to thrive in a multicultural and multilingual environment
• Ability to interface effectively with a variety of people including dignitaries, executives, AV technicians, engineers, and vendors to establish productive, ongoing relationships
• Familiarity with virtual collaboration tools, such as MS Teams, Cisco WebEx, Zoom. Familiarity with ClickUp is a plus.
• Solid MS Office, data management, and presentation software skills
• Certifications a plus, including CTS, ITIL 4 Foundations, HDI, Project Management, or similar will be supported during employment
• Additional skills such as project management, data analytics, report creation are a plus

Education & Experience

• Bachelor’s Degree in Communications, Media, Music, Communications, or related field preferred; or technical school training with audio or administrative and project management training and related experience
• 3+ years’ experience in AV, office management, administrative assistant, or project management duties.

Diversity Inclusion & Customer Service Statement

TeamPeople is an organization dedicated to providing superior customer service. Outstanding customer service encompasses everything from performing the technical, creative and operational aspects of our jobs to the best of our ability, to going the extra mile to assist our customers and colleagues in any way.

We respect, value and celebrate the unique attributes, characteristics and perspectives that make each person who they are. We also believe that bringing diverse individuals together allows us to collectively and more effectively address the issues that face our customers. It is our aim, therefore, that our partners, strategies and investments reflect these core values. TeamPeople is dedicated to providing superior customer service and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.