Work in Washington Veterans Jobs

About Us

Freeman is a global leader in events, on a mission to redefine live for a new era. With a data-driven approach and the industry’s largest network of experts, Freeman’s insights shape exhibitions, exhibits, and events that drive audiences to action. The integrated full-service solutions leverage a 96-year legacy in event management as well as new technologies to deliver moments that matter.

Summary

Processes complex requirements, inquiries and/or complaints. Responds to a high volume of customer inquiries about the Company’s products and services. Investigates and resolves complaints. Tracks customer questions and responses and checks the status of customer orders and billing. Demonstrates a high level of proficiency in and knowledge of Freeman Exhibitor Support customer service and contact center expectations and processes. Supports service goals for accuracy, timeliness, and knowledge, and quality.

This position will support our Customer Experience team and is eligible to work a remote schedule.

Essential Duties & Responsibilities

• Handle inbound phone calls, emails, chats, and leads and maintain the highest level of accuracy, efficiency, and excellent customer service for which Freeman is known

• Provide expert support for all customer needs, which include products and services, billing questions, technical issues, and event related requests

• Guide customers through online login and ordering; troubleshoot/report website issues as needed

• Process, research, and resolve complex requirements, inquiries, and complaints to ensure customer retention and satisfaction

• Enter orders, enter exhibitor information, research invoices, and research show information in Freeman billing systems

• Ascertain customer requirements and provide recommendations and appropriate solutions in all customer interactions

• Up-sell to current customers and cross-sell all Freeman services

• Process and effectively manage inbound leads

• Quote prices and credit terms in compliance with Freeman policies and procedures

• Maintain current and accurate knowledge of all exhibitor products and services and of the website for exhibitor ordering

• Enter sales opportunity and customer information in Salesforce and other systems

• Ensure all systems, production, and order information is accurate

• Maintain current log report of all inquiries and resolutions

Education & Experience

• High school diploma, general education degree or equivalent

• 2+ years of customer service experience

Travel Requirements

No Travel Required

What We Offer

Freeman provides benefits that aim to empower our people and their families to thrive mentally, physically, and financially. These are a handful of the types of programs and benefits our full-time people may be eligible for. There may be some variances in specific benefits across regions.

• Medical, Dental, Vision Insurance

• Tuition Reimbursement

• Paid Parental Leave

• Life, Accident and Disability

• Retirement with Company Match

• Paid Time Off

Diversity Commitment

At Freeman, our commitment to diversity and inclusion is helping us to create not only a great place to work, but also an environment where our employees, our customers and our communities around the world can reach their goals and connect with each other. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status and other characteristic protected by federal, state or local laws.

#LIRemote