Exhibitor Services Sr Specialist

Freeman•Anaheim, CA

4d•Hybrid

About The Position

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. Senior Specialists can consistently and successfully perform all assigned (off-site or on-site) functions as well as begin to perform functions for the alternate role. 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. The ideal candidate will be based out of Anaheim, CA.

Requirements

3+ year of experience in customer service
High School Diploma or Equivalent with relevant work experience required

Responsibilities

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, as well additional responsibilities for the alternate role
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
Serve as remote service representatives for dedicated show phone/text lines
Assists with training and special projects based on leadership direction
Works to gather specific details around labor needs (electrical, I&D, rigging, etc.) and coordinates with appropriate labor teams
Submits purchase orders for third-party vendor orders for services such as electrical, internet, and cleaning and confirms delivery of services
Coordinates 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 to on-site team recommendations to achieve exhibitor revenue growth and drive the implementation of initiatives to support sales