Senior Exhibitor Services Specialist

The Senior Exhibitor Services Specialist will provide frontline customer support throughout the event lifecycle and lead advanced service efforts. They will mentor, assist, and train other Exhibitor Services Specialists and support onboarding and skill development for new and existing associates. The Senior Exhibitor Services Specialist will proactively focus on enhancing the exhibitor experience, improving operational efficiency, and driving revenue growth.

Responsibilities and Essential Job Duties

Omni-channel Customer Interaction

• Proficiently interface with customers in person, via email, chat, and phone to provide consultative advice about the event and their logistical exhibit requirements.
• Details Management: Gather and understand the specifics of customer needs, ensuring clarity and accuracy during the engagement.

Data, Revenue, and Cost Management

• Data Input, Processing, and Reporting: Proficiently handle and oversee input of customer information, orders, payments, show closings, and other relevant data into proprietary software systems throughout the event lifecycle.  Perform audits to enable effective customer responses, accurate order fulfillment, efficient event execution, and maximum exhibitor revenue capture.
• Understand the importance and delicate balance between speed and accuracy when processing inquiries, orders, and payments.

Consultative Advisor, Functional Leader, and Liaison

• Manage soft sales interactions by assisting customers with complex needs to understand costs and manage their budgets while providing effective solutions to inquiries and logistical needs.
• Lead event support service team on Tier 2-4 events; manage centralized processes and department workstream functions.
• Liaise for Show Organizer, Account Executives, Operations, and Supplier management teams.

Effective Communication and Problem Solving

• Effectively communicate in writing and in person. Clear, respectful, and empathetic communication is crucial.
• Manage complex and unfamiliar concepts to customers to achieve a positive and seamless experience.
• Apply experience and training to handle and resolve service escalations promptly, respectfully, and effectively.

Customer-Centric Approach

• Stand ready to see through the customer’s eyes and advocate for them when necessary.
• Seek feedback actively to improve services and the customer experience.

Positive Attitude and Leadership

• Maintain a positive, empathetic, and professional attitude toward customers always.
• Product Knowledge: Commit to an extensive knowledge of our products and services to assist customers and mentor peers with describing products and services.
• Mentor peers in proactively assisting customers with orders, cancellations, and refunds according to department guidelines and SOPs.
• Continuous Learning Mindset: Recognize that training extends far beyond onboarding, and be willing to take initiative for personal growth and development. Utilize teachable moments in the work environment.
• Be open to learning and adapting to changes through active involvement with any changes to process, policy, and operating systems.

Requirements

• Demonstrate Core Values of Caring, Commitment, Integrity, Spirit, Responsiveness, Inclusivity, and Teamwork.
• Ability to perform as a responsible ESOP owner by making daily decisions to benefit the client and the company.
• Treat all internal and external customers with courtesy and respect, as outlined in our Blue Diamond Customer Service Program.
• 3-5 years of related customer experience – ideally in trade shows or events.
• A positive and professional attitude with the ability to work in a fast-paced environment.
• Be service-minded with team focus, willingness, and the ability to learn.
• Come equipped with a working knowledge of Microsoft Office and efficiently learn new software and skills.
• Well-developed time management skills, attention to detail, and the ability to complete projects and assignments independently.
• Perform the department’s internal and on-site event support functions as outlined which may involve traveling to event sites nationwide, as scheduled.
• Willingness to travel and work overtime as required.
• Must have a valid driver’s license.
• High School Diploma and/or Associate or BSc. degree in Hospitality Management or Business Management; relevant experience may be substituted for formal education.

Please note that the roles and responsibilities outlined in this job description are not exhaustive and may be subject to change. Additional tasks may be assigned as needed to meet the evolving needs of the company.

Shepard is an Equal Opportunity Employer. We do not discriminate on the basis of race, religion, age, color, sex, gender identity, sexual orientation, non-disqualifying physical or mental disability, veteran status, or other non-merit factor. All employment decisions are made based on business needs, job requirements, individual qualifications, and merit.