Exhibitor Support Specialist Online Exhibits

Freeman•Orlando, FL

17h•Remote

About The Position

Processes online exhibit and graphic upgrade requirements, inquiries and/or complaints. Responds to a high volume of customer inquiries about the company’s products and services. Investigates and resolves complaints. Tracks customer questions and responses and checks the status of customer orders and billing. Demonstrates proficiency in and knowledge of Freeman Exhibitor Support customer service, contact center expectations, processes and systems. Supports service goals for accuracy, timeliness, and knowledge, and quality. This position will support our Customer Experience team and is eligible to work a remote schedule.

Requirements

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

Responsibilities

Process all online exhibit and graphic upgrade related orders in collaboration with exhibitor and internal departments for fulfillment needs
Support On-Site exhibitor graphic inquires remotely and process per service level agreement
Service phone calls, emails and chats in Five9 while maintaining the highest level of accuracy, efficiency, and excellent customer service for which Freeman is known
Provide expert support for all customer needs, which include products and services, billing questions, technical issues, and event related requests
Guide customers through online login and ordering; troubleshoot/report website issues as needed
Process, research, and resolve complex requirements, inquiries, and complaints to ensure customer retention and satisfaction
Enter orders with proficiency in Passport, TSS and CSM systems.
Ascertain customer requirements and provide recommendations for relevant solutions in all customer interactions
Up-sell to current customers and cross-sell all Freeman services
Process and effectively manage high volume inbound leads
Quote prices and credit terms in compliance with Freeman policies and procedures
Manage the proposal and pricing process including timelines, calls and creation of program budgets and SOWs as needed
Ascertain exhibitor requirements, send product collateral, and complete necessary follow up activities to complete sale.
Manage payments and billing terms in compliance with Freeman policies and procedures.
Research customer issues and hot alerts as needed, including contacting customers to clarify requests, and routing requests to the appropriate personnel/departments for resolution.
Assist with special projects as directed by Exhibitor Support leaders