Exhibitor Services Consultant

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 serving as the point of contact for exhibitors to answer questions and provide thoughtful explanations both virtually and in-person. Identifies opportunities to offer information and make product or service suggestions based on exhibitor’s needs. Uses customer service best practices to engage with exhibitors and ensures an exceptional exhibitor experience.

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 based out of Houston, TX.

Provides exceptional customer service in a virtual environment

Proactively identifies, researches, and resolves customer order discrepancies using various methods

Pinpoints trends from customer contacts and reviews with appropriate ES or Delivery Manager

Follows up with internal and external customers in an accurate and timely manner

Analyzes accounts for proper billing procedures and takes necessary action to bill/resolve as necessary

Generates and records transactions relating to exhibitor payments

Accurately performs all applicable data entry for Exhibitor Services

Ensures successful production and/or delivery of complex customer needs across various Freeman services

Responds to customer inquiries regarding products and services offered and facilitates basic upgrades

Drives company results by suggesting additional items to exhibitors to meet their needs

Works on site at events as needed

Brings customer service direct to the exhibit floor with an elevated level of service to top tier customers

Drives revenue by making product recommendations to cross-sell and upsell

Identifies opportunities to offer information and make product or service suggestions based on a customer's needs

Utilizes suggestive sales techniques to meet established targets

Provides quotes on basic upgrades to items available in Exhibitor Service Manual and provides pre-sales assistance for custom items

Ensures operational work is billed accurately and works with Operations to remedy any discrepancies

Resolves concerns over billing or services rendered according to applicable company policies

As needed, escalates complaints to leadership, designated departments or Sales Account Owner for investigation

Troubleshoots and resolves customer service inquiries while building a relationship with the customer to drive retention

Ability to identify and report any critical or reoccurring customer service issues to Management

Shares feedback from exhibitors to leadership team to improve overall exhibitor experience

Generates invoices for services rendered and reviews with customer

Acts as the liaison between the exhibitor and operational departments to ensure exhibitor satisfaction

Works as liaison between Sales and Operations to ensure basic Freeman rentals are delivered and expectations are met

Promotes and maintains a safe working environment

Education & Experience

High School Diploma or Equivalent with relevant work experience required

2+ years of customer service experience

Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint)

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.

Tuition Reimbursement

Life, Accident and Disability

Retirement with Company Match

Paid Time Off

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.

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