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.
Physical Requirements
Hours Per Day
Lifting Requirements
Frequency
Sitting
6-8 Hours
Lifting 0 - 15 lbs*
Occasionally
Standing
0-1 Hours
Lifting 16 - 50 lbs*
Frequently
Walking
0-1 Hours
Lifting 51 - 100 lbs
Never
Stooping
0-1 Hours
Lifting Over 100 lbs
Never
Crawling
0-1 Hours
Kneeling
0-1 Hours
Carrying Requirements
Frequency
Bending
0-1 Hours
Carrying 0 - 15 lbs*
Occasionally
Reaching (above your head)
0-1 Hours
Carrying 16 - 50 lbs*
Frequently
Climbing
0-1 Hours
Carrying 51 - 100 lbs
Never
Grasping
0-1 Hours
Carrying Over 100 lbs
Never
Auditory/Visual Requirements
Frequency
Pushing/Pulling Requirements
Frequency
Close Vision
Continuously
Pushing/Pulling 0 - 15 lbs*
Occasionally
Distance Vision
Continuously
Pushing/Pulling 16 - 50 lbs*
Frequently
Color Vision
Continuously
Pushing/Pulling 51 - 100 lbs*
Never
Peripheral Vision
Continuously
Pushing/Pulling Over 100 lbs
Never
Depth Perception
Continuously
*Identifies the physical requirements that team members perform without assistance.
Hearing
Continuously
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.
INDCORP #INDSALES
Hourly Pay Range: $20.09 - $24.60
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.
Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide.
We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging.
All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.
