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Senior Customer Service Manager
3 months ago
The Expo Group is seeking a qualified Sr Customer Service Manager to have frontline customer interaction skills as well as assist with being a mentor/train/onboard of existing and new team members. They will be proactive, and customer focused. Must be experienced of what is needed to grow revenue and work with accounts teams to improve efficiencies and revenue year over year on assigned events.
We're looking for someone with 3-5 years of related experience in the trade show industry with a High School Diploma and/or Associate or Bachelor's degree in Business Management, Hospitality Management, or a related field. We need someone who has well-developed time management skills and can learn new software and skills efficiently. Being able to communicate effectively to a variety of audiences is vital for success.
We're looking for someone who will:
- Mentor team members to grow customer communication skills via all communication channels - phone, email, chat, text, and in person
- Assist team with addressing issues and solving any conflicts with customers
- Mentor team with proactively helping customer place orders, cancelations, and process refund according to department guidelines
- Mentor team with describing products or services to customer and answering any questions
- Service multiple events at any given time
- Perform as Service Lead on Tier 1 & 2 events and understand company policies to supervise team of 1-10 per event
- Oversee vendor management using reports and managing ordering deadline dates
- Ensure event price lists are accurate and assist team with adding any line items as needed
- Effectively communicate with Show organizer and Project Managers pre-event and during move-in and move-out
- Participate with any suggested change to operating systems
The Expo Group is a trusted exhibition and events partner helping organizations grow their attendee, exhibitor and sponsorship revenue through the design and execution of unique, compelling and memorable experiences. The company is headquartered in Irving with offices in Orlando, Chicago and Las Vegas. Learn more at
The statements herein are intended to describe the general nature and level of work being performed by employees and are not to be construed as an exhaustive list of responsibilities, duties, and skills required by personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the company.
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