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’ largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 97-year legacy in event management as well as new technologies to deliver moments that matter.SummaryResponsible for the quality management of exhibitor orders by coordinating with various departments to ensure successful delivery on-site. Serves an integral part in ensuring a successful on-site 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. The ideal candidate will be based out of Dallas, TX. This role will help cover special events for intermittent periods of time with scheduled hours fluctuating weekly.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
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
Education & Experience
High school diploma, general education degree or equivalent
2+ years of customer service 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 CommitmentAt Freeman, 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.#LI-Hyrbid
