Career Opportunities: Manager Exhibitor Support (94445

Exhibitor Services Team Leader

Oversees and effectively leads a team of Exhibitor Support supervisors and their team members to the desired performance results. Responsible for setting and meeting customer service and sales targets, as well as planning areas of improvement and development.

This position will support our Exhibitor Services 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 located in Dallas, TX; however, we are also open to candidates based out of:

• Houston, TX
• Austin, TX
• San Antonio, TX
• Orlando, FL

• Coach, inspire, and manage the high performing contact center team to ensure accurate, efficient, and timely management of customer inquiries, orders, requirements, and complaints
• Ensure Exhibitor Support teams have a positive work environment, where team members fully understand expectations and are prepared to deliver sales and service targets via ongoing communication, training, quality assurance, empowerment, and recognition
• Work with Exhibitor Support leadership to maintain best in class practices for policies, processes, and metrics that provide a high level of customer satisfaction, deliver optimal sales targets, and meet service standards for efficient handling
• Work with Workforce Management analyst and Director to create and approve staffing schedule
• Process, research, and resolve complex requirements, inquiries and/or complaints to ensure customer retention and satisfaction
• Respond and resolve customer complaints and survey hot alerts
• Effectively plan and manage team meetings. Communicate changes to policy and procedures to staff as needed
• Work with Exhibitor Support leadership to drive revenue generation, maintain up to date product knowledge, and practice successful inbound sales approaches within the contact center team
• Interview, hire, train, and develop world-class contact center team members, following established sales & support training programs
• Audit staff performance and ensure that department / company policies and procedures are followed
• Conduct regular quality assurance reviews to ensure performance is meeting productivity, sales, and customer experience goals
• Assist Sales & Support team in handling inbound phone calls, emails, chats, and leads as needed
• Maintain the highest level of accuracy, efficiency, and excellent customer service for which Freeman is known

• Bachelor's degree in related field of study and/or equivalent work experience
• 3+ years of customer service and/or call center experience
• 2+ years of related leadership/supervisory experience or progression

Travel up to 25%

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

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.