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Description

A qualified Exhibitor Services Specialist will provide frontline customer assistance throughout the event lifecycle. They are proactive, customer-focused, and must be experienced or willing to learn what is necessary to assist the customer, grow revenue, and proactively secure payment for all services.

Key Contributions of the Role

Omni-channel Customer Interaction

• Comfortably interface with customers in person, via email, chat, and phone to provide consultative advice about the event and their logistical exhibit requirements.
• Details Management: Gather and understand the specifics of customer needs, ensuring clarity and accuracy during the engagement.

Data Management

• Data Input, Processing, and Reporting: Proficiently input customer information, orders, payments, show closings, and other relevant data into Salesforce throughout the event lifecycle. Transfer daily KPI reports (including violation and Webex data) and maintain accurate department scoreboards weekly. Run related reports and perform audits to enable effective customer responses, accurate order fulfillment, and efficient event execution.
• Understand the importance and delicate balance between speed and accuracy when processing inquiries, orders, and payments.

Consultative Advice and Solutions

• Manage soft sales interactions by assisting customers to understand costs and manage their budgets while providing effective solutions to inquiries and logistical needs.
• Outreach to help customers proactively prepare, avoid pitfalls, and maximize their investment for the event.

Effective Communication and Problem Solving

• Effectively communicate in writing and in person. Clear, respectful, and empathetic communication is crucial.
• Communicate complex and unfamiliar concepts to customers to achieve a positive and seamless experience.
• Apply experience and training to resolve service issues promptly, respectfully, and effectively.
• Confidently investigate and troubleshoot issues, including when details are limited.

Customer-Centric Approach

• Stand ready to see through the customer’s eyes and advocate for them when necessary.
• Seek feedback actively to improve services and the customer experience.

Positive Attitude

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Product Knowledge: Commit to an intimate knowledge of our products and services to assist customers.
• Continuous Learning Mindset: Recognize that training extends beyond onboarding, and be willing to take initiative for personal growth and development. Utilize teachable moments in the work environment.
• Be open to learning and adapting to changes.

Requirements

• A positive and professional attitude with the ability to work in a fast-paced environment and meet deadlines.
• Be service-minded with a team focus, willingness, and the ability to learn.
• Come equipped with a working knowledge of Microsoft Office and be comfortable learning new software as needed.
• Well-developed time management skills, attention to detail, and the ability to complete projects and assignments with minimal supervision.
• Perform the department’s internal and on-site event support functions as outlined which may involve traveling to event sites nationwide as scheduled.
• Willingness to travel and work overtime as required.
• Experience with Salesforce, including report generation and data analysis is highly preferred.
• High School Diploma and 1-3 years of related customer experience –ideally in trade shows or events. College degree preferred.

Aligning With Our Values for Success

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork.
• Ability to perform as a responsible ESOP owner by making daily decisions to benefit the client and the company.
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program.

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business needs, job requirements, individual qualifications, and merit.