Customer Service Manager

Job Overview: The Customer Services Manager is responsible for engaging with key customers by building and preserving solid trusting relationships. This position will plan, direct and manage customer service initiatives related to technology services and facility services for show managers, contractors, and exhibitors. Acts as the main contact for the ordering, service delivery, and payment processes while providing a high level of day-to-day support to their assigned clients to ensure maximum client satisfaction.

Key Responsibilities:

• Provides direction between trades, infrastructure team, internal and external customers to ensure timely and efficient delivery of services.
• Manages workflow and schedule deadlines for their assigned event/client.
• Manage service order process for all assigned shows/clients.
• Works independently with the customer to answer questions, provide solutions and resolve issues with service delivery.
• Supply best in class customer experience.
• Coordinate, optimize, lead and deliver activities related to customer experience strategy.
• Assist in collecting, analyzing, and interpreting customer interactions data to identify insights requirements and information useful in optimizing customer experience.
• Performs other duties and assignments as requested.

QUALIFICATIONS:

• 3-5 years’ experience in a customer service/hospitality role
• High School diploma or equivalent. Bachelor’s degree in business related field preferred.
• Ability to perform effectively under significant pressure typically associated with meeting the demands and timetables of the entertainment and hospitality industries.
• Demonstrated ability to work with customers to answer questions and handle concerns or disputes in an empathetic and positive manner.
• Ability to work event nights, weekends and holidays as required.
• Basic understanding of telecommunications, internet services and other event related technologies preferred.
• Proficient in MS Office Suite. Previous use and proficiency with Ungerboeck Event software preferred.
• Excellent verbal, written and communication skills.

NOTE: Selection will be based on an evaluation of applicants’ training, skills and experience.

• Pay$60,000-$70,000
• Job Type: Full-time
• Shift Schedule: Days may vary; based on business demands
• Work setting: In person office environment
• Benefits: Dental Insurance, Health Insurance, Life Insurance, Vision Insurance, Long-Term Disability Insurance, Deferred Comp & Matching PTO