Customer Experience Professional

Job summary
The Customer Experience Professional contributes to the overall success of the organization by working closely with show management, site management, and major customers to respond to client needs.The Customer Experience Professional resolves customer sales and service issues through troubleshooting via phone calls, in-person interaction, and email, ensuring timely resolution and providing the highest level of customer service.
Job seniority: mid-to-senior level
Responsibilities
• Perform all in-house and show site functions, including data processing, incoming/outgoing phone calls, missing document collection, customer billing, invoicing, collecting outstanding balances, show closings, etc.• Respond to complex questions regarding multiple areas, such as accounting, billing, networking, collections, etc.• Provide guidance and training to Customer Experience Specialists.• Function as a lead, regional specialist, or assistant to the manager as needed.• Proactively support and coordinate pre-show and on-site collection efforts.• Obtain customer approval and signature on all requested services.• Prepare all show site reports.• Attend pre-conference, weekly production, sales meetings, and daily/weekly Admin Office Walkthroughs.• Communicate professionally with customers/building via text, phone, fax, email, or in person at the show site.• Solicit the sale of upgrade or additional equipment/services.• Complete all show closing functions, including surveys, order documents, and bandwidth reports.• Distribute/collect show manager equipment rentals.• Review billing with show management.• Resolve complaints concerning billing or service rendered.• Collect show management survey.• Perform other duties as assigned.
Requirements
• Minimum one (5) + years of related customer/exhibitor experience and/or training preferred.• Proven written and verbal skills necessary.• Ability to speak effectively with customers or employees/management is essential.• Working knowledge of Microsoft Office 365, Word, Excel preferred.• Knowledge of data networking products/services desired.• Must be available to work evenings, weekends, and holidays.• Must be able to work with no supervision and exercise independent judgment.• High School Diploma or GED required.• Bachelor's degree preferred.