Responsibilities
- Assist team members with escalated resolutions calls (Support Desk).
- Share information with team leads and department management as appropriate.
- Complete resolution service queue or escalated calls as assigned by management.
- Complete assigned service requests within commitment date parameters.
- Ensure customers are contacted once service requests are assigned and closed. Resolution decisions must be communicated to customers.
- Keep supervisor informed of any trend or pattern that requires attention for to improve department performance levels
- Identify and build strong relationships with key individuals on a city level that will assist in timely response to our customers.
- Ensure e-mail resolution queues are responded to in 24 hours or one business day.
- Assist with phone coverage during peak periods.
- Ensure calls from the NSC voice mail system are addressed within 24 business hours of receiving exhibitor’s voice message.
- Address NSC negative survey response within 24 business of assignment.
Qualifications
- High School Diploma or equivalent
- Competency Word and Excel
- 1 year of experience in the NSC and some show site experience
- Must be able to learn product line and verbally describe to clients without the use of industry jargon.
- Familiarity with telephone systems
- Strong proven customer service skills
- Professional attitude
- Experience handling call escalations
- Analytical problem solving
- Articulate communication both verbal and written
- Basic math skills
- Strong Oracle Knowledge
- Ability to work in a team environment or individually with minimal supervision
- Bilingual a plus
- Leadership and motivational skills
Work Environment
Expected Characteristics:
- Positive and professional at all times. This standard applies to appearance, attitude and communication with subordinates, peers and management.
- Strict adherence to GES policies and procedures.
- Support management with quality action plans. Offer suggestions for improvements where needed.
- Positive, supportive leadership for their team and the entire National Servicenter. Always conscious of their responsibilities as a role model.
Working Conditions:
- Work is performed in office conditions, involving sitting most of the time.
- Work may involve repetitive motion (i.e. constant keying, using fingers, or grasping of objects).
- Work involves occasional exertion of physical effort (i.e. periods of standing, climbing, stooping, kneeling, crouching, reaching, pushing, pulling, lifting)
Our team members are our family, so we help our team members care for their families. The rewards of joining GES are extensive. We offer a comprehensive benefits package to all full-time employees. Here are some of the highlights:
- Competitive salaries
- 401K with company match
- Healthcare/vision/dental insurance
- Wellness benefits
- Career development program
- Employee assistance program
- Vacation time
- Community involvement opportunities
- Team activities
And much more……
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)
