Customer Service Manager

Job Title: Customer Service Manager

Location: Chicago 

Reports to: Technology Sales & Services Manager

Job Type: Full-Time

FLSA: Exempt

Job Overview: 

The Customer Service Manager for the Technology Sales & Services department is responsible for assisting Customer Service Managers and Technology Sales & Services Managers as needed with customer service duties related to internet and technology services for exhibitors and/or show management.

Key responsibilities include: 

·      Assists in answering incoming customer calls and offers resolution to customer problems, acting as a source of information for customers in resolving their complaints.

·      Assists in performing event preparation duties, including making calls to customers, marking and coloring floor plans and preparing flyers.

·      Assists in setting up a Service Desk including organizing inventory, connecting all equipment, operating all Service Desk equipment.

·      Assists in performing all floor duties including preparing soft sheets, distributing all event materials, interacting with customers and trade foreman, reading floor maps/prints, identifying problems with troubleshooting event floor and communicating effectively with Service Desk/Show Management.

·      Assists in performing invoicing and collection, resolving disputes and unfavorable survey results, proper handling of payments received and closing out of event as needed and/or directed.

·      Assist in performing desk duties, including operating all equipment, identifying floor ports and services available by building.

·      May act as a lead on small shows.

·      Performs other duties and assignments as requested.

Qualifications: 

·      1-3 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

$55,000 – $65,000

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