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.
Summary
Processes online exhibit and graphic upgrade requirements, inquiries and/or complaints. Responds to a high volume of customer inquiries about the company’s products and services. Investigates and resolves complaints. Tracks customer questions and responses and checks the status of customer orders and billing. Demonstrates proficiency in and knowledge of Freeman Exhibitor Support customer service, contact center expectations, processes and systems. Supports service goals for accuracy, timeliness, and knowledge, and quality.
This position will support our Customer experience team and is eligible to work a remote schedule.
Essential Duties & Responsibilities
- Process all online exhibit and graphic upgrade related orders in collaboration with exhibitor and internal departments for fulfillment needs
- Support On-Site exhibitor graphic inquires remotely and process per service level agreement
- Service phone calls, emails and chats in Five9 while maintaining the highest level of accuracy, efficiency, and excellent customer service for which Freeman is known
- Provide expert support for all customer needs, which include products and services, billing questions, technical issues, and event related requests
- Guide customers through online login and ordering; troubleshoot/report website issues as needed
- Process, research, and resolve complex requirements, inquiries, and complaints to ensure customer retention and satisfaction
- Enter orders with proficiency in Passport, TSS and CSM systems.
- Ascertain customer requirements and provide recommendations for relevant solutions in all customer interactions
- Up-sell to current customers and cross-sell all Freeman services
- Process and effectively manage high volume inbound leads
- Quote prices and credit terms in compliance with Freeman policies and procedures
- Manage the proposal and pricing process including timelines, calls and creation of program budgets and SOWs as needed
- Ascertain exhibitor requirements, send product collateral, and complete necessary follow up activities to complete sale.
- Manage payments and billing terms in compliance with Freeman policies and procedures.
- Research customer issues and hot alerts as needed, including contacting customers to clarify requests, and routing requests to the appropriatepersonnel/departments for resolution.
- Assist with special projects as directed by Exhibitor Support leaders
Education & Experience
- High School Diploma or Equivalent with relevant work experience required
- 2+ years of customer service experience
What We Offer
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
Diversity Commitment
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.
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