Job Description
Event Experience Supervisor at Freeman summary:
The Event Experience Supervisor leads Exhibitor Services teams at medium to large events, ensuring exceptional service and seamless exhibitor experience. This role involves customer service, team leadership, billing accuracy, conflict resolution, and collaboration across multiple departments to meet exhibitor satisfaction and financial goals. The position supports Freeman’s Customer Experience team with a hybrid work schedule based in Anaheim, CA and requires supervisory experience with a focus on event operations.
About Us Freeman 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.
Summary 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 Anaheim, CA.
Essential Duties & Responsibilities - 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 customers
- 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, 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 needs and business challenges and formulates solutions integrating a combination of products and services
- Collaborates with multiple cross-functional teams in conjunction with the show cycle
- Assists in responding to and resolving inquiries and surveys
- Utilizes 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 or escalates to management
- Responsible for meeting the show's collection goals, NPS scores, and sales targets
- Responsible for execution of Service Desk requirements and workflow
- Ensures adherence to safety and security precautions to protect exhibitors and employees
Education & Experience - Bachelor's degree preferred, High School Diploma or Equivalent with relevant work experience required
- Must have 1+ years of leadership or staff supervisory experience
Travel Requirements Travel up to 25%
What We Offer Freeman 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
- Salary range of $75,000-87,525 depending upon experience
Diversity Commitment At 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-Hybrid
Keywords:
event management, exhibitor services, customer service, team leadership, billing accuracy, conflict resolution, event supervision, customer retention, cross-functional collaboration, show operations
Job Tags
Full time, Work experience placement, Work at office, Local area, 2 days per week, 3 days per week,