Exhibitor Service Representative Part Time - HARGROVE Lanham, Maryland

Position Overview

The Customer Services Representative has overall responsibility for each trade show assigned and serves as the primary customer service representative to all exhibitors prior to, during, and after the show. This position is the front line of support for exhibitors and helps ensure that exhibitors understand products, services, and resolves questions. The Customer Services Representative provides high quality support in response to all exhibitor inquiries. This position must oversee the Deadline Management; ensuring all pre-show, onsite and post-show deadlines are completed. While managing customer related needs, the Customer Services Representative must ensure all order and payment processing, post show reporting, collections, and all equipment files, and supplies arrive at the show site and are returned to Hargrove. This position is responsible for facilitating and communicating the exhibitor's needs to the various operating departments within Hargrove, venues, and subcontractors as appropriate.

The Customer Services Representatives will own trade show projects of all sizes; requiring advanced levels of expertise and ability as it relates to show size, scale, and custom components. This position will have the additional responsibility of supporting the Manger, Event Production with training and mentoring of fellow staffers and supporting the improvement of standard operating processes and procedures. This position reports to the Group Manager, Event Production.

Key Job Responsibilities 

• Respond to and manage inquiries from exhibitors via phone, fax, mail, and email in a timely, positive manner.

• Ensure exhibitor satisfaction and provide professional customer support.

• Lead mid-level events (between 150 and 400 exhibitors) and assist other customer services representatives on larger scale tradeshows and events (400+ exhibitors).

• Manage 2-3 events simultaneously.

• Manage and Lead Event Group to ensure all pre-show, onsite and post-show responsibilities per Deadline.

• Ensure management are executed successfully.

• Travel locally and nationally to manage onsite Exhibitor Service Desk.

• Ensure all files, data, supplies, and equipment are prepared, packed, and delivered to show site and are returned to Hargrove at close of the event.

• Attend internal meetings as required.

• Responsible for mentoring new customer services representatives both onsite and in the office.

• Other duties as assigned.

Job Qualifications

• Bachelor’s degree or higher in Business, Marketing, Event Planning, Communications, or a related area of study or equivalent industry experience

• 3+ years of event production experience including special events and trade shows

• 1+ years of direct account/client management

• Excellent customer service skills and the ability to work with cross-functional teams across many levels of management, including the executive leadership

• Budget monitoring and management

• Works well both independently and as a team player, both in the office and at show site with little to no supervision

• Fluent using the English language, along with excellent written and oral communication skills

• Positive approach to teamwork, sales and problem solving

• Detail oriented, strong organizational skills, and works well under pressure

• Microsoft Office 365 experience required

• Certified Meeting Planner certification preferred

• Ability to pass a high-level background check

• Willingness to travel (<50%)

Competencies

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). 

Work Environment

Event Venue

Work is performed in a hotel/event venue 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 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 Hargrove based on an individual venue or a representation of venues in that city or area.   

Office

Work is performed 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 Hargrove based in an office environment and when traveling, on an individual venue or a representation of venues in that city or area.  Most work will take place in a climate-controlled environment.  Surroundings at times can be chaotic, high energy, and noisy, with high traffic volumes, dusty, and exposure to weather conditions.

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.

The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives.

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