Event Experience Supervisor

About the role

This position supports The Freeman Company's Customer Experience team, providing leadership, mentoring, and training to ensure seamless execution and exceptional service of exhibitors at medium or large events. The role is eligible for a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week based out of New York, NY.

Essential Duties & Responsibilities

• Provides exceptional customer service in a virtual environment
• Proactively identifies, researches, and resolves customer order discrepancies using various methods
• Pinspoints trends from customer contacts and reviews with appropriate ES or Delivery Manager
• Follows up with internal and external customers in an accurate and timely manner
• Analyzes accounts for proper billing procedures and takes necessary action to bill/resolve as necessary
• Generates and records transactions relating to exhibitor payments
• Accurately performs all applicable data entry for Exhibitor Services
• Ensures successful production and/or delivery of complex customer needs across various Freeman services
• Responds to customer inquiries regarding products and services offered and facilitates basic upgrades
• Responsible for ensuring collection goals are met at time of final invoice
• Brings customer service direct to the exhibit floor with an elevated level of service to top tier customers
• Ensures operational work is billed accurately and works with Operations to remedy any discrepancies
• Resolves concerns over billing or services rendered according to applicable company policies
• Generates invoices for services rendered and reviews with customer
• Acts as the liaison between the exhibitor and operational departments to ensure exhibitor satisfaction
• Works as liaison between Sales and Operations to ensure basic Freeman rentals are delivered and expectations are met
• Effectively de-escalates customer issues using empathy and conflict resolution skills
• Sets and monitors performance to assure that all requirements are met; that all policies and procedures are adhered to, and that all tasks are completed successfully
• Documents and communicates employee performance to ES management
• Recognizes escalated customer needs and business challenges to formulate solutions integrating a combination of products or services
• Collaborates with multiple cross-functional teams in conjunction with the show cycle
• Assists in responding to and resolving customer inquiries and surveys
• Utilizes show history/exhibitor feedback to align cross-functional show teams in order to provide elevated exhibitor service
• Makes decisions and solves problems in situations where limited information is available
• Makes recommendations to management on new processes and procedures
• Monitors and addresses on-site personnel issues and concerns quickly and effectively; escalates issues to management
• Responsible for team meeting show's collection goals, NPS scores, and sales targets
• Responsible for execution of Service Desk requirements and workflow
• Ensures team adheres to safety & security precautions on-site to protect exhibitors and employees

Qualifications

• Bachelor’s degree preferred, High School Diploma or Equivalent with relevant work experience required
• Must have 1+ years of Leadership and Staff Supervisory experience

Skills

• Exceptional customer service skills
• Proactive problem-solving
• Strong organizational and analytical skills
• Effective communication and interpersonal skills
• Ability to multitask and prioritize workload
• Experience with data entry and billing procedures
• Knowledge of event management and customer service best practices

Benefits

The Freeman Company offers a comprehensive benefits package including medical, dental, vision insurance, tuition reimbursement, paid parental leave, life, accident and disability insurance, retirement with company match, paid time off, and an annual bonus of up to 10% of the base salary. Eligible for an annual bonus of up to 10% of the base salary.

Pay

$65,000-78,000 based upon experience

Schedule

Hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week based out of New York, NY.

Diversity Commitment

At The Freeman Company, we are committed to diversity and inclusion. We strive to create a workplace where our employees, customers, and communities can thrive. We are dedicated to fostering an environment where everyone feels valued and respected. We are committed to creating a workforce that reflects the diversity of our society and to promoting equal opportunity and inclusion for all.