Customer Service Associate

2 weeks ago

Fort Lauderdale, United States Informa Markets Full time

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

South Florida Ventures is a division within Informa, creates global platforms for industries. We organize over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-to-be-missed annual events where buyers and sellers build relationships, see, and show products and do business.

What were looking for:

lnforma Markets/ SFV is seeking a full-time Customer Service Associate for South Florida Venture. The Customer Service Associate will support the Customer Service Manager in delivering top notch customer service to our attendees across US Boat Shows, Premiere Beauty, and Art Shows. The right candidate will strive for top-notch service levels, is both solutions minded and detail oriented, and will contribute to increasing revenue growth through a positive customer experience.

You'll have a direct relationship with our global customers, often helping customers resolve inquiries and issues quickly through kind and professional interactions via email, phone, live chat, and on-site/ in-person. Additionally, you'll maintain an expert-level knowledge of our events, offerings, and internal systems.

Job Description

  • Reporting to the Customer Service Manager, helping to deliver a world-class Customer Service program for SFV attendees.
  • Manage Customer Service Systems:
  • Manage the customer service inbox, which receives both digital and physical show queries.
  • Balance inbound/outbound omnichannel (phone/chat/email) volume.
  • Support CS Lead with the managing program logistics pre- and post-show as well as onsite support.
  • Update, organize and distribute template letters for all Customer Success Team Members including Exhibitor documents (Welcome Letter, Move in Letter, Move Out Letter etc.) for each event.
  • Maintain all on site form templates with updated dates and logos for each event.
  • Handle any post show issues.
  • Address customer escalations quickly and effectively.
  • Represent the Voice of the Customer and provide key feedback to the Customer Service Manager on customer experience.

Qualifications

  • 1-2 years of customer service, administrative support, or systems support
  • Experience with Salesforce, Zendesk, Fresh Desk, or similar software.
  • Omni-channel contact center system experience with reporting capability
  • Impeccable interpersonal skills -you are friendly, compassionate, a good listener, and can relate to anyone.
  • You have strong attention to detail and excellent written and verbal skills - you're able to articulate yourself in a clear and concise manner, even during escalated interactions.
  • You have a customer-centric mentality, can empathize and diffuse difficult situations.
  • Quickly learn and adapt to new systems.
  • Highly organized and detail-oriented, with excellent ability to balance multiple projects at once, giving priority whereitis needed.
  • Comfortable working across multiple systems and working in a deadline-driven environment.
  • Excellent communication skills, both verbal and written
  • Effective interpersonal skills and relationship-building skills
  • Flexible schedule with ability to travel to boat shows throughout the tri-county area.
  • College degree or equivalent work experience

Additional Information

Why work at Informa

Employee experience is very important to us at Informa. On top of joining a supportive, diverse, and ambitious team that welcomesall types of candidates.We are alsoflexiblewithdifferent working patternsandprioritize promotions internally. Our benefits include:

  • Competitive Compensation Package
  • Access to LinkedIn Learning and other development/training opportunities
  • Health and Wellness Benefits (medical, dental, eye)
  • 401K and Matching
  • Generous PTO policy
  • Work-life balance.
  • Additional discounts through various partnerships

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.

See how Informa handles your personal data when you apply for a jobhere.

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