Exhibitor Services Sr Specialist

About Us

The Freeman Company is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, The Freeman Company's insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 99-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

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.

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, 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
  
  

Education & Experience

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

Travel Requirements

Travel 25% to 50%

What We Offer

The Freeman Company provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance
• Tuition Reimbursement
• Paid Parental Leave
• Life, Accident and Disability
• Retirement with Company Match
• Paid Time Off
• Hourly range of $25.00-28.00 depending upon experience
  
  

Diversity Commitment

At The Freeman Company, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.