Exhibitor Support 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

Responds to a high volume of customer inquiries about the Company's products and services. Supports customer issues, inquiries and/or complaints. Tracks customer questions and responses and checks the status of customer orders and billing. Demonstrates a high level of proficiency in and knowledge of Freeman Exhibitor Support customer service and contact center expectations and processes. Supports service goals for accuracy, timeliness, and knowledge, and quality.

This position will support our Customer Experience team and is eligible to work a remote schedule.

Essential Duties & Responsibilities

Handle inbound phone calls, emails, chats, and SMS/text while maintaining the highest level of accuracy, efficiency, and excellent customer service

Provide expert support for all customer needs, which include, but not limited to, products and services, billing questions, online needs, technical issues, and event related requests

Process, research, and resolve complex issues, inquiries, and complaints to ensure customer retention and satisfaction

Enter orders, enter exhibitor information, research invoices, and research show information in multiple Freeman billing systems

Identify customer needs and provide recommendations and appropriate solutions in all customer interactions

Remain up-to-date on Freeman knowledge including product and service offerings, industry best practices and professional development

Act as a subject matter expert (SME) of Freeman's website and online offerings

Maintain current log report of all inquiries and resolutions

Ability to receive, accept, and act on continuous leadership or peer to peer coaching and feedback

Responsible to maintain individual key performance indicators which include, but not limited, attendance, schedule adherence, and customer satisfaction goals

Other duties as needed

Education & Experience

High School Diploma or Equivalent with relevant work experience required

2+ years of customer service experience

Job Requirements:

Hardwired internet connection during work hours

Private work area to protect sensitive company and customer information

Schedule availability Monday-Friday between 7am - 7pm Central Time

Travel Requirements

Travel up to 25%

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 $17.00-20.00 based 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.

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