About UsFreeman 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, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 96-year legacy in event management as well as new technologies to deliver moments that matter.SummaryResponsible for leadership of Exhibitor Services work and employees on medium or large events to ensure seamless execution and exceptional service of exhibitors. Provides leadership, mentoring, training and sharing of knowledge with all team members under their supervision as assigned for a specific event.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 Chicago, IL.Essential Duties & Responsibilities
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
Responsible for ensuring collection goals are met at time of final invoice
Provides exceptional customer service in person
Brings customer service direct to the exhibit floor with an elevated level of service to top tier customers
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
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
Ability to identify and report any critical or reoccurring customer service issues to Management
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
Effectively de-escalates customer issues using empathy and conflict resolution skills
Assigns work and monitors performance to assure that all requirements are met; that all policies and procedures are adhered to, and that all tasks are completed successfully
Documents and communicates employee performance to ES management
Recognizes escalated customer needs and business challenges to formulate solutions integrating a combination of products or services
Collaborates with multiple cross-functional teams in conjunction with the show cycle
Assists in responding to and resolving customer inquiries and surveys
Utilizes show history/exhibitor feedback to align cross-functional show teams in order to provide elevated exhibitor service
Monitors and addresses on-site personnel issues and concerns quickly and effectively, escalate issues to management
Responsible for team meeting show’s collection goals, NPS scores, and sales targets
Responsible for execution of Service Desk requirements and workflow
Ensures team adheres to safety & security precautions on-site to protect our exhibitors and employees
Education & Experience
Bachelor’s degree in related field of study and/or equivalent work experience
Must have 1+ years of Leadership and Staff Supervisory experience
Travel RequirementsTravel 25% to 50%What We OfferFreeman 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
Diversity Commitment
