Exhibit Service Representative, Customer Support Center, Coppell, Texas

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 the 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 & customer), opportunity management, additions & 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 Rep, CSC reports to the Manager, Exhibit Services.

Key Job Responsibilities

Customer Service

• Manages customers’ requests by phone, on-line chat, email, and other channels.
• Utilizes EventNow (eCommerce platform) as a buying channel for Encore customers and assists with their online shopping experience.
• Assist Encore venues with various customer needs, including EventNow support.
• Adept in working a fast pace 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 Manager, Exhibit Services.
• Ensure CRM and ordering systems are always accurate and up to date.
• Works closely with Encore Sales and Operations department heads ensuring successful execution of the exhibit event.
• Performs all in-house and show site functions/procedures as stated in the Encore Exhibitor Services Kit.
• Travels to show site as assigned to act as Encore Exhibit Services Representative on the exhibit floor, as needed.
• While on-site, maintains an Encore presence at the exhibit support desk and act as the single point of contact for all exhibit clients, as needed.
• Presents a general knowledge of Encore exhibit event technology and services to the customer and venue partners.
• Directs leads to the Manager, Exhibit Services for reassignment for customers that require customized services.
• Accurately process 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 & reductions in scope.

Job Qualifications

• BS/BA is preferred
• 3+ years of customer service experience
• Prior technology, sales, hospitality, or event planning experience a plus
• Technical aptitude and proficiency with computer software and programs
• Strong written and oral communication skills needed to effectively solicit and close business via phone/email.
• Requires up to 25% travel.

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

For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).

Physical Requirements

Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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 based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.

Hotel

Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members will use high-end audio-visual equipment and electrical components and will be exposed to heights via lifts and ladders. Team members may be asked to work in multiple hotel locations. Working times will 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 an individual hotel or a representation of hotels in that city or area.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job.  While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

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