Client Services Specialist

Company Description

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets. These are typically not-tobe-missed annual events where buyers and sellers build relationships, see and show products and do business. We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

Job Description

As a Client Services Specialist, you will proactively assist attendees, exhibitors, and staff for all events within the office and on-site. Responsibilities encompass effective communication, registration review, exhibitor service kit management, exhibitor training, enforcement of booth rules, and providing general show information. Additionally, this position involves identifying and implementing new programs and improved customer communication methods.

Responsibles:

Customer Communication: Respond to all customer communication within 24 business hours of receipt, including phone calls, voicemail, email, chat, and social media posts.

Website Review: Ensure accuracy and usability of event websites for both external and internal customers.

Issue Resolution: Diagnose and offer solutions to resolve customer concerns promptly.

Process Improvement: Collaborate with internal teams and vendors to research, identify, and implement new ideas and processes to support customers effectively.

Registration Management: Complete or create registrations using various registration platforms.

Exhibitor Schedule Tracking: Keep track of exhibitor schedules through verbal, electronic, or hard copy communications.

Pricing Kit Development: Collaborate with operations teams to create customer pricing kits and establish pricing for customers.

Exhibitor Service Kit Management: Develop and manage exhibitor service kits for assigned events, which include exhibitor services, vendors, and booth regulations.

Travel: Travel as requested to conferences, tradeshows, vendors, clients, etc., with an estimated annual travel rate of 25%.

On-Site Contact: Serve as the primary point of on-site contact across various disciplines, including acting as a Floor Manager or a Registration Manager.

Additional Duties: Perform other duties, whether incidental or regular, as assigned at management's discretion.

This position requires a proactive approach to support customers and ensure the successful execution of events, with responsibilities spanning from pre-event preparation to on-site management and post-event follow-up.

The pay range for this position is $39,100 - $48,000, depending on experience.

Qualifications

Education: A minimum of an Associate Degree in Business or equivalent experience is required.

Customer Service Experience: A minimum of 2 years of experience in customer service, event coordination, or project management of exhibitors is mandatory.

Computer Skills: Intermediate computer skills are essential for this role, as they are required to perform various tasks effectively.

Communication Skills: Excellent oral and written communication skills are a must, as the position involves interacting with customers through various channels.

Effective Communication: The ability to communicate effectively with customers through email, phone calls, chat, or in-person interactions is a fundamental requirement to excel in this role.

Additional Information

Why work at Informa  

Employee experience is very important to us at Informa. On top of joining a supportive, diverse and ambitious team that welcomes all types of candidates. We are also flexible with different working patterns and prioritizes promotions internally. Our benefits include:

• Learning and development plan to assist with your career development  
• 15 days PTO plus 10 national holidays, 4 days for volunteering and a day off for your birthday!  
• Competitive Benefits with 401k match 
• Paid parental leave 
• Work with a high quality of specialist products and service  
• Bright and friendly staff who are all “expert’s experts” and additional training and development for helping you achieve your career aspiration  
• ESPP - become a shareholder  

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they do