Executive Briefing Center (EBC) Coordinator Job Description

The Executive Briefing Center Coordinator is responsible for scheduling all physical and human resources that are responsible for operating the EBC; providing logistical support for customer briefings; providing administrative support for the EBC Team; working with Symantec internal, external groups and outside vendors to ensure quality products and professional service for Symantec’s customers visiting the Customer Briefing Center; providing customer service for the customers of the EBC and special projects.

Responsibilities:

Scheduling

• Evaluate all incoming requests
• Request clarification or additional information when necessary
• Qualify the requests based on your assessment of our ability to satisfy the customer
• Schedule all conference rooms for briefings and for maintenance
• Handle all issues, escalating when necessary
• Communicate the EBC’s process to the field, sales, product divisions, and corporate groups
• Update the briefing journals nightly to reflect where you are in the scheduling process, allowing anyone to seamlessly take over the scheduling responsibilities, if necessary

Logistics Support

• Contact the briefing requestor for logistical requirements (catering, gifts, transportation, maps & directions, special cultural or dietary requirements)
• Manage all components of customer meetings and briefings (administrative/logistics and participate in the briefing production and execution
• Partner with vendors to schedule catering and marketing gifts
• Provide logistical/concierge support for customer and account teams if needed (Transportation and extra activity reservations)
• Track and report attendee information. Provide list of attendees to reception if required, print name badges/name tents.
• Set-up briefing rooms prior to visit
• Copy agendas & surveys before a briefing and processing the surveys afterwards
• Greet and escort customers
• Provide administrative support to visiting account team and customers the day of their EBC visit
• Schedule pre-briefing calls and internal speaker-prep calls with account team to identify objectives as well as go over necessary needs.
• Identify speakers based on understanding of customer needs
• Provide strategic consultation throughout the collaboration with sales team to develop briefing agenda to execute customers objectives and sales goals
• Collaborate with sales, marketing, product, and engineering teams

Customer Service

• Provide excellent customer service to both internal and external EBC Customers
• Respond to all EBC requests within 48 hours
• Treat all requesters with fairness and respect
• Help Account Team and other EBC customers with last minute administrative support (maps, directions, conference room A/V support, telephone assistance, etc…)
• Wiling to work outside of normal business hours if necessary
• Ability to execute and proactively

Requirements:

General Qualifications

• Passion for customer service and has a warm hospitable personality
• Strong written and verbal communication skills
• Excellent interpersonal skills demonstrating flexibility, diplomacy and tact
• Ability to work effectively and maintain a professional and enthusiastic attitude in a fast-paced, flexible environment
• Team player with a “can do” attitude and a sense of urgency
• Works with a smile
• Excellent judgment and decision making skills
• Detail oriented and organized
• Must be able to work flexible hours for early briefings or briefings that ends late
• Demonstrated high level of proficiency with Microsoft office suite (Word, PowerPoint Excel)
• Knowledge of Briefing Source tool is preferred
• Bachelor Degree or previous EBC coordinator experience preferred