Exhibitor Services Consultant

Freeman•Houston, TX

12d•Hybrid

About The Position

Responsible for serving as the point of contact for exhibitors to answer questions and provide thoughtful explanations both virtually and in-person. Identifies opportunities to offer information and make product or service suggestions based on exhibitor’s needs. Uses customer service best practices to engage with exhibitors and ensures an exceptional exhibitor experience. This position will support our Customer Experience team. It is eligible to work a hybrid schedule, generally requiring work in-office and/or show-site 2-3 days per week based out of Houston, TX.

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)

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