Exhibitor Services Specialist

Freeman Company; Henderson (NV); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Tuition Reimbursement

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

Job summary

The Freeman Company is seeking an experienced Customer Experience professional to join our in-office team in Las Vegas, NV. You will manage exhibitor orders, support customers with billing questions, and coordinate with multiple departments to ensure flawless on-site delivery.

The role requires at least 2+ years in customer service, a high school diploma or equivalent, and completion of the NET training with strong performance. Travel and on-site engagement are expected.

Qualifications

• High School Diploma or Equivalent with relevant work experience required.
• 2+ years of customer service experience.
• Exhibitor Service Representatives are required to take and pass the NET program with an 80% or higher score; plus 6 hours of customer service modules with 85%+.

Responsibilities

• Enter orders and exhibitor information in Freeman billing systems.
• Provide expert support for customer needs including products, services, billing questions, technical issues and event requests.
• Process and resolve complex inquiries to ensure customer retention and satisfaction.
• Manage inbound leads and quote prices and credit terms in line with Freeman policies.
• Maintain up-to-date knowledge of exhibitor products and services for ordering.
• Coordinate with internal departments to ensure successful production and delivery of complex needs.
• Ensure accurate billing procedures and that on-site teams are prepared for changes.

Skills

Customer service

Order entry

Billing support

Lead management

Cross-functional collaboration

On-site support

Education

High School Diploma

NET program

Tools

Freeman billing systems

Job description

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.

Summary

Responsible for the quality management of exhibitor orders by coordinating with various departments to ensure successful delivery on-site. Serves an integral part in ensuring a successful on-site exhibitor experience.

This position will support our Customer Experience team. The position follows an in-person schedule working full-time in-office and/or show-site based out of Las Vegas, NV.

• Enter orders, enter exhibitor information, research invoices, and research show information in Freeman billing systems
• Provide expert support for all customer needs, which include 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
• Manages Exhibitor Services contact channels
• Performs all functions as 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 and maintain the highest level of accuracy, efficiency, and excellent customer service
• Proactively identifies, researches, and resolves customer order discrepancies using various methods
• Coordinates and interfaces with other internal departments to ensure successful production and/or delivery of complex customer needs across various Freeman services
• Analyzes accounts for proper billing procedures and takes 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

Education & Experience

• High School Diploma or Equivalent with relevant work experience required
• 2+ years of customer service experience
• Exhibitor Service Representatives are required to take and pass the New Employee Training (NET) program with an 80% or higher score; as well as six (6) hours of customer service modules that must be completed and passed with an 85% or higher score

Travel Requirements

Travel 25% to 50%

What We Offer

The Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Tuition Reimbursement
• Life, Accident and Disability
• Retirement with Company Match
• Paid Time Off

Diversity Commitment

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