Customer Service Manager

Job Title: Customer Service Manager Location: Chicago Reports to: Technology Sales & Services Manager Job Type: Full-Time FLSA : Exempt Base pay range: $55,000.00/yr - $65,000.00/yr Job Overview: The Customer Service Manager for the Technology Sales & Services department is responsible for assisting Customer Service Managers and Technology Sales & Services Managers as needed with customer service duties related to internet and technology services for exhibitors and/or show management. Key responsibilities include: Assists in answering incoming customer calls and offers resolution to customer problems, acting as a source of information for customers in resolving their complaints. Assists in performing event preparation duties, including making calls to customers, marking and coloring floor plans and preparing flyers. Assists in setting up a Service Desk including organizing inventory, connecting all equipment, operating all Service Desk equipment. Assists in performing all floor duties including preparing soft sheets, distributing all event materials, interacting with customers and trade foreman, reading floor maps/prints, identifying problems with troubleshooting event floor and communicating effectively with Service Desk/Show Management. Assists in performing invoicing and collection, resolving disputes and unfavorable survey results, proper handling of payments received and closing out of event as needed and/or directed. Assist in performing desk duties, including operating all equipment, identifying floor ports and services available by building. May act as a lead on small shows. Performs other duties and assignments as requested. Qualifications: 1-3 years’ experience in a customer service/hospitality role High School diploma or equivalent. Bachelor’s degree in business related field preferred. Ability to perform effectively under significant pressure typically associated with meeting the demands and timetables of the entertainment and hospitality industries. Demonstrated ability to work with customers to answer questions and handle concerns or disputes in an empathetic and positive manner. Ability to work event nights, weekends and holidays as required. Basic understanding of telecommunications, internet services and other event related technologies preferred. Proficient in MS Office Suite. Previous use and proficiency with Ungerboeck Event software preferred. Excellent verbal, written and communication skills. NOTE: Selection will be based on an evaluation of applicants’ training, skills and experience. Pay: $55,000 – $65,000 Shift Schedule: Days may vary; based on business demands Work setting: In person office environment Benefits: Dental Insurance Health Insurance Life Insurance Vision Insurance Long-Term Disability Insurance Deferred Comp & Matching PTO

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