About Us

Summary

Essential Duties & Responsibilities

• Handle inbound phone calls, emails, chats, and leads and maintain 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, enter exhibitor information, research invoices, and research show information in Freeman billing systems
• Ascertain customer requirements and provide recommendations and appropriate solutions in all customer interactions
• Up-sell to current customers and cross-sell all Freeman services
• 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
• Enter sales opportunity and customer information in Salesforce and other systems
• Ensure all systems, production, and order information is accurate
• Maintain current log report of all inquiries and resolutions

Education & Experience

• High school diploma, general education degree or equivalent
• 2 years of customer service experience
• Excellent service awareness and ability to proactively fix problems for exhibitors
• Passion for product knowledge, customer service and selling
• Be able to handle challenging situations and perform multiple tasks at one time
• Flexible/adaptable to constant change and volume
• Must be a team player and also work independently as needed
• Energetic, patient, positive, proactive
• Self-motivated, has a superior work ethic, is technically savvy, and has the ability to work without distractions in remote environments
• Available to work a set schedule that meets the needs of the business
• Must be comfortable with video conferencing, messaging, and using team and project management tools
• Excellent written and verbal communication skills
• Ability to work independently

Diversity Commitment