Exhibitor Services Consultant

About Us

The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.

Responsibilities

• Provides exceptional customer service in a virtual environment
• Proactively identifies, researches, and resolves customer order discrepancies using various methods
• Pinpoints 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
• Drives company results by suggesting additional items to exhibitors to meet their needs
• Works on site at events as needed
• Brings customer service direct to the exhibit floor with an elevated level of service to top tier customers
• Drives revenue by making product recommendations to cross-sell and upsell
• Identifies opportunities to offer information and make product or service suggestions based on a customer's needs
• Utilizes suggestive sales techniques to meet established targets
• Provides quotes on basic upgrades to items available in Exhibitor Service Manual and provides pre-sales assistance for custom items
• 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
• As needed, escalates complaints to leadership, designated departments, or Sales Account Owner for investigation
• Troubleshoots and resolves customer service inquiries while building a relationship with the customer to drive retention
• Ability to identify and report any critical or reoccurring customer service issues to Management
• Shares feedback from exhibitors to leadership team to improve overall exhibitor experience
• 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
• Promotes and maintains a safe working environment

Requirements

• High School Diploma or Equivalent with relevant work experience required
• 2+ years of customer service experience
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)
• Travel 25% to 50%

Benefits

• Medical, Dental, Vision Insurance
• Tuition Reimbursement
• Paid Parental Leave
• Life, Accident and Disability
• Retirement with Company Match
• Paid Time Off

This position is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week based out of Las Vegas, NV.