Job details

Exhibitor Services Specialist

A qualified Exhibitor Services Specialist will provide frontline customer assistance throughout the event lifecycle. They are proactive, customer-focused, and must be experienced or willing to learn what is necessary to assist the customer, grow revenue, and proactively secure payment for all services.

Responsibilities and Essential Job Duties

Omni-channel Customer Interaction

Comfortably interface with customers in person, via email, chat, and phone to provide consultative advice about the event and their logistical exhibit requirements
Details Management: Gather and understand the specifics of customer needs, ensuring clarity and accuracy during the engagement

Data Management

Data Input, Processing, and Reporting: Proficiently handle and oversee input of customer information, orders, payments, show closings, and other relevant data into proprietary software systems throughout the event lifecycle. Perform audits to enable effective customer responses, accurate order fulfillment, efficient event execution, and maximum exhibitor revenue capture.
Understand the importance and delicate balance between speed and accuracy when processing inquiries, orders, and payments.

Consultative Advice and Solutions

Manage soft sales interactions by assisting customers to understand costs and manage their budgets while providing effective solutions to inquiries and logistical needs
Outreach to help customers proactively prepare, avoid pitfalls, and maximize their investment for the event

Effective Communication and Problem Solving

Effectively communicate in writing and in person. Clear, respectful, and empathetic communication is crucial.
Communicate complex and unfamiliar concepts to customers to achieve a positive and seamless experience
Apply experience and training to resolve service issues promptly, respectfully, and effectively
Confidently investigate and troubleshoot issues, including when details are limited

Customer-Centric Approach

Stand ready to see through the customer’s eyes and advocate for them when necessary
Seek feedback actively to improve services and the customer experience

Positive Attitude

Maintain a positive, empathetic, and professional attitude toward customers always
Product Knowledge: Commit to an intimate knowledge of our products and services to assist customers
Continuous Learning Mindset: Recognize that training extends beyond onboarding, and be willing to take the initiative for personal growth and development. Utilize teachable moments in the work environment.
Be open to learning and adapting to changes

Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork.
Ability to perform as a responsible ESOP owner by making daily decisions to benefit the client and the company.
Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program.
3-5 years of related customer experience – ideally in trade shows or events.
A positive and professional attitude with the ability to work in a fast-paced environment.
Be service-minded with team focus, willingness, and the ability to learn.
Come equipped with a working knowledge of Microsoft Office and efficiently learn new software and skills.
Well-developed time management skills, attention to detail, and the ability to complete projects and assignments independently.
Perform the department’s internal and on-site event support functions as outlined which may involve traveling to event sites nationwide, as scheduled.
Willingness to travel and work overtime as required.
Must have a valid driver’s license.
High School Diploma and/or Associate or BSc. degree in Hospitality Management or Business Management; relevant experience may be substituted for formal education.

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business needs, job requirements, individual qualifications, and merit.

Average salary estimate

$50000 / YEARLY (est.)

min

max

$40000K

$60000K

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What You Should Know About Exhibitor Services Specialist, Shepard Exposition Services

If you're passionate about customer service and love the excitement of events, then the Exhibitor Services Specialist position at Shepard could be your ideal career move! In this dynamic role, you'll be the frontline hero, providing exceptional assistance to exhibitors throughout the entire event lifecycle. Your days will be busy and rewarding as you interact with customers via email, chat, phone, or even face-to-face, guiding them through their exhibit requirements with a friendly and consultative approach. You'll gather key details, manage data input, and help drive revenue by ensuring clarity while securing payments for all services. Your knack for problem-solving will shine as you communicate complex concepts in a way that's easy for customers to understand, advocating for their needs and enhancing their overall experience. We value a positive attitude and a commitment to continuous learning, so you'll thrive here if you’re proactive and enthusiastic about personal growth. With 3-5 years of related experience preferred, you'll need a solid understanding of customer service within the trade show or events sector. A high school diploma or a degree in Hospitality or Business Management is a plus but not mandatory if your experience shines through. Plus, your organizational skills and attention to detail will be vital in ensuring seamless execution for our exhibitors. If you’re ready to embark on this exciting journey with us at Shepard, where we pride ourselves on inclusivity and teamwork, then we can’t wait to hear from you!

Frequently Asked Questions (FAQs) for Exhibitor Services Specialist Role at Shepard Exposition Services

What are the responsibilities of an Exhibitor Services Specialist at Shepard?

As an Exhibitor Services Specialist at Shepard, you will engage customers through multiple channels, ensuring they have the support they need for a successful event. Your responsibilities will include managing customer inquiries, gathering specific details related to their needs, overseeing data input and reporting, and providing consultative advice to help clients manage their budgets and expectations.