Job details

Exhibitor Services Specialist

About Us

Freeman is a global leader in events. Whether virtual, in-person, or hybrid, Freeman is on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 95-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

Responsible for the quality management of exhibitor orders by coordinating with various departments to ensure successful delivery on-site. Serves an integral part in ensuring a successful on-site exhibitor experience.

This position will support our Customer Experience team and eligible to work a hybrid schedule, generally requiring work in-office/show site 2-3 days per week. The ideal candidate will be based out Denver, CO.

Essential Duties & Responsibilities

Enter orders, enter exhibitor information, research invoices, and research show information in Freeman billing systems
Provide expert support for all customer needs, which include products and services, billing questions, technical issues, and event related requests
Process, research, and resolve complex requirements, inquiries, and complaints to ensure customer retention and satisfaction
Process and effectively manage inbound leads
Quote prices and credit terms in compliance with Freeman policies and procedures
Maintain current and accurate knowledge of all exhibitor products and services and of the website for exhibitor ordering
Accurately funnel custom requests through lead routing channels
Ensure all systems, production, and order information is accurate
Manages Exhibitor Services contact channels
Performs all functions as assigned to either the off-site or on-site team responsibilities
Fill-in for Exhibitor Support team as needed by handling inbound phone calls, emails, chats, and leads and maintain the highest level of accuracy, efficiency, and excellent customer service.
Proactively identifies, researches, and resolves customer order discrepancies using various methods
Coordinates and interfaces with other internal departments to ensure successful production and/or delivery of complex customer needs across various Freeman services
Analyzes accounts for proper billing procedures and takes necessary action to bill/resolve as necessary
Ensure on-site teams are aware of changes and prepared for how those changes affect the customer’s needs

Education & Experience

Provides exceptional customer experience
Maintains a positive, empathetic and professional attitude toward customers at all times
Ability to stay calm when customers are stressed or upset
Excellent verbal and written communication skills
Contributes to a high energy, fast paced environment
Self-motivated, has a superior work ethic, is technically savvy, and has the ability to work without distractions in their own home
Must be comfortable with video conferencing, messaging, and using team and project management tools
High school diploma, general education degree or equivalent
2+ years of customer service experience
Max budget for the role is $25.00 an hour depending upon experience

Travel Requirements

Travel 25% to 50%

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

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