POSITION OVERVIEW
The Exhibit Service Representative, CSC is responsible for providing EventNow (eCommerce platform) customer support for Encore Field Venues and Encore Production Events that utilize EventNow. The Exhibit Service Representative, CSC will deliver an excellent customer experience, optimize efficiencies, and maximize revenue per opportunity while becoming technically knowledgeable about Encore's products and services, which is key to this position's success and upward mobility.
This position will provide general sales and administrative support including order entry assistance (internal and customer), opportunity management, additions and reductions in scope, and customer follow-up. This position will be based in Coppell, TX and will work alongside other Exhibit Service Representatives as a cohesive team.
The Exhibit Service Representative, CSC reports to the Manager, Exhibit Services.
KEY JOB RESPONSIBILITIES
Customer Service
• Manages customers' requests by phone, online chat, email, and other channels.
• Utilizes EventNow (eCommerce platform) as a buying channel for Encore customers and assists with their online shopping experience.
• Assists Encore venues with various customer needs, including EventNow support.
• Adept at working in a fast-paced and changing environment.
• Effectively uses Encore tools, technology, systems, and resources to promptly respond to customers and Encore venue requests.
• Addresses customer questions and concerns in a timely manner.
• Escalates complaints to the Manager, Exhibit Services.
• Ensures CRM and ordering systems are always accurate and up to date.
• Works closely with Encore Sales and Operations department heads to ensure successful execution of exhibit events.
• Performs all in-house and show-site functions and procedures as stated in the Encore Exhibitor Services Kit.
• Travels to show sites as assigned to act as Encore's Exhibit Services Representative on the exhibit floor.
• While on-site, maintains an Encore presence at the exhibit support desk and acts as the single point of contact for exhibit clients.
• Presents a general knowledge of Encore exhibit event technology and services to customers and venue partners.
• Directs leads requiring customized services to the Manager, Exhibit Services for reassignment.
• Accurately processes exhibit and small affiliate orders, when applicable.
• Acts as a subject matter expert for EventNow (Encore's eCommerce platform) for exhibit customers and venue partners.
• Manages exhibit customer and Encore venue exhibit order additions and reductions in scope.
JOB QUALIFICATIONS
• Bachelor's degree preferred.
• Three or more years of customer service experience.
• Prior technology, sales, hospitality, or event planning experience is a plus.
• Technical aptitude and proficiency with computer software and programs.
• Strong written and verbal communication skills.
• Ability to effectively solicit and close business via phone and email.
• Ability to travel up to 25%.
COMPETENCY GROUP
Deliver World Class Service
• Hospitality
• Ownership
Do The Right Thing
• Demonstrates Self-Awareness
Drive Results
• Ensures Accountability
See The Big Picture
• Decision Quality
• Manages Complexity
Value People
• Collaborates
WORK ENVIRONMENT
Office
Work is performed primarily in an office environment. Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore while working in an office environment and when traveling.
Hotel
Work is performed in a hotel or convention center environment with moderate exposure to outdoor temperatures and to dirt, sand, and dust. Working conditions will vary from moderately quiet to noisy. Team members will use high-end audio-visual equipment and electrical components and may be exposed to heights when using lifts and ladders. Team members may be asked to work in multiple hotel locations.
Working times may include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on the hotel, venue, or geographic area represented.
The above information is not intended to be an exhaustive list of all responsibilities, duties, skills, efforts, requirements, or working conditions associated with the position. Management reserves the right to revise the position or require that other or different tasks be performed as assigned.
