Exhibitor Services Sr 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.

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.

Responsible for the quality management of complex exhibitor orders by proactively reaching out to customers and coordinating with various departments to ensure successful delivery on-site. Serves an integral part in ensuring a successful on-site exhibitor experience and supports shows virtually through remote-service channels. Senior Specialists can consistently and successfully perform all assigned (off-site or on-site) functions as well as begin to perform functions for the alternate role.

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 Las Vegas, NV.

• 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, as well additional responsibilities for the alternate role
• 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
• Serve as remote service representatives for dedicated show phone/text lines
• Assists with training and special projects based on leadership direction
• Works to gather specific details around labor needs (electrical, I&D, rigging, etc.) and coordinates with appropriate labor teams
• Submits purchase orders for third-party vendor orders for services such as electrical, internet, and cleaning and confirms delivery of services
• Coordinates the setup of the Exhibitor Services desk with Exhibitor Services Show Supervisors and Delivery/IT teams as appropriate
• Responsible for large and/or high-profile events and may serve as single point of contact
• Provide to on-site team recommendations to achieve exhibitor revenue growth and drive the implementation of initiatives to support sales

• 3+ year of experience in customer service
• High School Diploma or Equivalent with relevant work experience required

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