Job Overview
Employment Type
Full-time
Benefits
Medical insurance
Dental Insurance
Vision Insurance
Tuition Reimbursement
Paid parental leave
Life insurance
accident insurance
Disability insurance
retirement plan with company match
Paid Time Off
Job Description
Freeman is a global leader in the events industry, renowned for its mission to redefine live experiences for a new era. With over 97 years of experience, Freeman has established itself as an innovative force, leveraging a comprehensive data-driven approach alongside the industry’s largest network of event professionals. This combination allows Freeman to offer unparalleled insights that shape exhibitions, exhibits, and events designed to captivate audiences and drive meaningful interactions. The company provides integrated full-service solutions that seamlessly blend new technologies with time-honored event management practices. As a result, Freeman consistently delivers moments that matter for clients and attendees worldwide,... Show More
Job Requirements
- High school diploma or equivalent
- Minimum 2 years of customer service experience
- Ability to work a hybrid schedule including onsite and remote work
- Willingness to travel 25 to 50 percent of the time
- Strong communication skills
- Ability to resolve customer issues effectively
- Proficiency in basic computer skills and data entry
- Ability to upsell and cross-sell products and services
- Comfortable working in fast-paced event environments
- Commitment to maintaining a safe work environment
Job Qualifications
- High school diploma or equivalent
- 2+ years of customer service experience
- Strong communication and interpersonal skills
- Ability to multitask and manage time efficiently
- Proficient in basic computer applications
- Ability to work both independently and in a team environment
- Experience with data entry and billing processes preferred
- Customer-focused with problem-solving skills
- Adaptability to travel up to 50%
- Comfortable working in hybrid onsite and virtual settings
Job Duties
- 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, escalates complaints as needed
- Troubleshoots and resolves customer service inquiries while building relationships to drive retention
- Identifies and reports critical or recurring 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 customers
- Acts as liaison between the exhibitor and operational departments to ensure satisfaction
- Works as liaison between Sales and Operations to ensure basic Freeman rentals are delivered and expectations met
- Promotes and maintains a safe working environment
Job Location
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