Event Experience Supervisor

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 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 based out of New York, NY.

• 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 recurring 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; escalates 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 exhibitors and employees

• Bachelor’s degree preferred, High School Diploma or Equivalent with relevant work experience required
• Must have 1+ years of Leadership and Staff…