Exhibitor Services Sr Specialist

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, Freeman'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.

About the role

Responsible for the quality management of complex exhibitor orders by proactively reaching out to customers and coordinating with various departments to ensure successful delivery on-site. Serves an integral part in ensuring a successful on-site exhibitor experience and supports shows virtually through remote-service channels. This position supports the Customer Experience team and is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week. The ideal candidate will be based out of Anaheim, CA.

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 of 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, as well as additional responsibilities for the alternate role
• Fill-in for Exhibitor Support team as needed by handling inbound phone calls, emails, chats, and leads while maintaining high 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 necessary
• Ensure on-site teams are aware of changes and prepared for how those changes affect the customer’s needs
• Serve as remote service representatives for dedicated show phone/text lines
• Assist with training and special projects based on leadership direction
• Gather specific details around labor needs (electrical, I&D, rigging, etc.) and coordinate with appropriate labor teams
• Submit purchase orders for third-party vendor orders for services such as electrical, internet, and cleaning, and confirm delivery of services
• Coordinate the setup of the Exhibitor Services desk with Exhibitor Services Show Supervisors and Delivery/IT teams as appropriate
• Responsible for large and/or high-profile events and may serve as single point of contact
• Provide recommendations to the on-site team to achieve exhibitor revenue growth and drive the implementation of initiatives to support sales

Requirements

• 3+ years of experience in customer service
• High School Diploma or Equivalent with relevant work experience required
• Travel up to 25%

Benefits

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

Pay

Hourly range of $25.00-29.00 depending upon experience