About Us

Summary

Essential Duties & 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
• 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

• Provides exceptional customer experience
• Maintains a positive, empathetic and professional attitude toward customers at all times
• Ability to stay calm when customers are stressed or upset
• Excellent verbal and written communication skills
• Contributes to a high energy, fast paced environment
• Self-motivated, has a superior work ethic, is technically savvy, and has the ability to work without distractions in their own home
• Must be comfortable with video conferencing, messaging, and using team and project management tools
• High school diploma, general education degree or equivalent
• 2 years of customer service experience
• Max budget for the role is $21.85 an hour based upon experience

Travel Requirements

Diversity Commitment