Customer Service Specialist

Customer Service Specialist

This role is based in our Irving Office.

As a Customer Service Specialist (CSS), your primary role is to ensure customer satisfaction by addressing inquiries, resolving issues, and delivering outstanding service. You will serve as the frontline representative, acting as a link between the company and our attendees and exhibitors. This position is crucial for fostering positive customer relationships and promoting Informa Markets' events.

Key Responsibilities:

• Customer Interaction: Respond to customer inquiries promptly via various channels such as phone, email, and chat. Provide accurate information about products, services, and event policies. Address and resolve customer issues, complaints, or concerns with empathy and professionalism. Qualify buyers by researching and collecting data and updating database. Initiates outbound calls to gather information, promote attendance, facilitate additional product purchases, and facilitate event registrations.
• Problem Resolution: Analyze customer problems and determine the best course of action for resolution. Collaborate with other departments to solve complex issues and provide timely solutions. Document, track and update customer information in the event database.
• Product Knowledge: Stay informed about the commercial brands products, services and policies to provide accurate and up-to-date information to customers. Assist customers with registration and event related questions. Includes troubleshooting and providing guidance as needed.
• Communication Skills: Clearly communicate with customers, ensuring a positive and friendly interaction. Provide clear and concise instructions to customers regarding problem resolution or next steps.
• Team Collaboration: Collaborate with other customer service specialists and internal stakeholders to share knowledge and improve overall customer support processes. Provide feedback on common customer issues to help improve event experience.
• Customer Feedback: Gather and analyze customer feedback to identify trends and areas for improvement. Contribute to the development of customer satisfaction surveys and provides feedback to internal stakeholders.

Qualifications

• High school diploma or equivalent; additional education or customer service experience is a plus.
• Proficient data entry skills with basic knowledge of computers and use of search engines.
• Knowledge of Microsoft Office and Excel; familiarity with customer service software a plus.
• Ability to handle challenging situations with patience and professionalism.
• Organizational, multi-tasking, and time management skills.
• Problem-solving skills and the ability to think critically.
• Travel to support events as needed.
• Knowledge of trade shows or hospitality background a plus.
• Fluently Bilingual (English & Spanish), preferred not required.

The salary range for this role is $48,000 — $52,000 based on experience