The Customer Experience Professional contributes to the overall success of the organization by working closely with show management, site management and major customers to respond to client needs. The Customer Experience Professional also resolves customer sales and service issues through troubleshooting through a variety of methods including phone calls, in-person interaction and email, ensuring a timely resolution and providing the highest level of customer service.

Summary of Key Responsibilities

• Perform all in-house and show site functions, (i.e., data processing, incoming/outgoing phone calls/missing document collection, customer billing, invoicing, collecting on outstanding balances, show closings etc.…).
• Responds to complex questions regarding multiple areas, including accounting, billing, networking, collections, etc.
• Provides guidance and training to Customer Experience Specialist. Functions as a lead, regional specialist, or assistant to manager as needed.
• Provides proactive support and coordination for pre-show and on-site collection efforts.
• Obtains customer approval and signature on all requested services.
• Prepares all show site reports.
• Attends pre-conference, weekly production, Sales meetings and Daily/Weekly Admin Office Walk throughs.(Corporate employee must have 200 hours on-site training).
• Communicate professionally with customers/building via text, phone, fax, and email or in person at show site. Solicit the sale of upgrade or additional equipment/services.
• Complete all show closing functions, i.e., Surveys, all documents associated with order, Bandwidth reports.
• Distributes/collects show manager equipment rentals.
• Reviews billing with show management.
• Resolve complaints concerning billing or service rendered, referring complaints to designated departments or General Manager, Accounting for investigation.
• Collects show management survey.
• Perform other duties as assigned.

Qualifications

• Minimum one (5) years of related customer/exhibitor experience and/or training preferred.
• Proven written and verbal skills necessary to complete assigned tasks.
• Ability to speak effectively with customers or employees/management is essential.
• Working knowledge of Microsoft Office 365, Word, Excel preferred.
• Knowledge of data networking products/services desired.
• Must be available to work evenings, weekends, and holidays.
• Must be able to work with no supervision and be able to exercise independent judgment
• Representative is expected to be on time with a professional appearance and attitude.

EDUCATION

• High School Diploma or GED

PREFERRED

• Bachelor’s degree

As part of our standard hiring process for new employees, employment with Smart City Networks will be contingent upon successful completion of a background check.

Smart City Networks is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

If you need assistance or an accommodation due to a disability, you may contact us at 702-943-6000