Job Details
Our Customer Advocates are responsible for the successful service delivery of our exhibitors and their presence at our client s events. Our Customer Advocates are expected to be proactive, out of the box thinkers and problem solvers and most importantly the number one advocate for each exhibitor. Our Customer Advocates own the day-to-day management of exhibitor services in partnership with our clients and the Client Services lead for a particular event. They are positioned and empowered to help our clients and their exhibitors feel that T3 Expo (T3) has their needs covered; our customer and client experience is a pivotal part of the T3 Expo strategy.
Key Responsibilities
- Act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
- Become our exhibitor s number one advocate.
- Field all exhibitor inquiries through our multi-channel customer platform that includes call center, email, chat, and in-person service desk.
- Work in parallel with the exhibitor catalog team to ensure you are fully versed in each show s specific product and service offerings
- Work closely with finance on product pricing and collections processes.
- Enter all exhibitor communications into our CRM system - T3X.
- Review customer inquiry log with account lead to establish patterns in service gaps.
- Establish and maintain relationships with key decision makers within exhibit base.
- Work with service providers/vendors and be able to speak to their products and services to guide the exhibitor to the appropriate partner.
- Be responsible for understanding, supporting and increasing the level of satisfaction and advocacy for T3.
- Proactively identifies ways to improve processes to achieve greater efficiency in all phases of exhibitor services.
- Manage and train onsite support customer advocate team to ensure seamless delivery of support despite being introduced in the latter stages of the journey. This includes systems and procedures training.
- Assist with outbound call efforts selling exhibitor products and services.
- Turnkey and booth package order processing.
- Process orders for graphics, furnishings, labor, hanging signs, and other products and services provided by T3 as necessary.
- Review collections, no-set lists, reporting and determine additional measures to take to enhance the customer journey.
- Participate in event cadence meetings including monthly, weekly and daily scrums.
- Review customer satisfaction responses, take feedback and alter service approach accordingly.
Responsibilities
- Communicate with customers via phone, email and chat
- Provide knowledgeable answers to questions about product, pricing and availability
- Work with internal departments to meet customer's needs
- Data entry in various platforms
- Up to 15% travel
Qualifications
- At least 1 - 3 years' of relevant work experience
- Excellent phone etiquette and excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
Proficiencies
- Office 365 (Word, Excel, Powerpoint)
- Google Drive, Docs, Sheets, Chat, and Meet
- Box
- Salesforce
- Omnichannel customer care platforms (chat, messenger, text, email, and phone)
- Work order systems