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Exhibit Service Representative, Encore Exhibit Customer Support

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Job ID EXHIB017390 Date posted 09/23/2022 Location Coppell , Texas Position Type Full Time

Position Overview

The Exhibit Service Representative, CSC is responsible for managing the Event Technology sales process for exhibitors in Production Exhibit Events and Encore Venue Exhibit Events. 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 

Sales

• Contacts exhibitors as assigned to solicit business for upcoming events.

• Uncovers selling opportunities pre-show through the conclusion of the exhibit event, when applicable.

• 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).

• Closes business by obtaining commitment to buy while maximizing revenue and adhering to event profit guidelines for all assigned business.

• 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.

 

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.

 

Job Qualifications

· BS/BA is preferred

· 3+ years of sales/event 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 50% travel.

 

Competencies 

Deliver World Class Service

· Hospitality

· Ownership

Do The Right Thing

· Instills Trust

· Safety Conscious

Drive Results

· Action Oriented

See The Big Picture

· Tech Savvy

Value People

· Communicates Effectively

 

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

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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