Exhibitor Services Specialist

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

• Enter orders, exhibitor information, research invoices, and show information in Freeman billing systems.
• Provide expert support for all customer needs, including 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 the website for exhibitor ordering.
• Accurately funnel custom requests through lead routing channels.
• Ensure all systems, production, and order information is accurate.
• Manage Exhibitor Services contact channels.
• Perform all functions 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 while maintaining accuracy, efficiency, and excellent customer service.
• Proactively identify, research, and resolve customer order discrepancies using various methods.
• Coordinate and interface with other internal departments to ensure successful production and/or delivery of complex customer needs across various Freeman services.
• Analyze accounts for proper billing procedures and take necessary action to bill/resolve as needed.
• Ensure on-site teams are aware of changes and prepared for how those changes affect the customer’s needs.

Requirements

• High School Diploma or Equivalent with relevant work experience required.
• 2+ years of customer service experience.

Certificates & Licenses

• Exhibitor Service Representatives are required to take and pass the New Employee Training (NET) program with an 80% or higher score.
• Complete six (6) hours of customer service modules that must be passed with an 85% or higher score.

Travel Requirements

Travel 25% to 50%.

Benefits

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

Diversity Commitment

At The Freeman Company, our commitment to diversity and inclusion helps us create not only a great place to work, but also an environment where our employees, customers, and 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 characteristics protected by federal, state, or local laws.