Company Overview Smart City is the nation's leading provider of telecommunications for convention centers and meeting facilities throughout the United States. We manage the technology services for more than 3,000 events annually within all our 39 facilities spread throughout North America. The CSSR II contributes to the overall success of the company by working with attendees, exhibitors and show management, to create sales and by responding to show management, customer inquiries and troubleshooting through a variety of methods including phone calls, in-person interaction and email, ensuring a timely resolution and providing the highest level of customer service. Summary of Key Responsibilities
- Perform all in-house and show site functions, (i.e., data processing, incoming/outgoing phone calls/missing document collection, customer billing, invoicing, collecting on outstanding balances, show closings, Surveys, all documents associated with order, Bandwidth reports.
- Supports and coordinates customer sales and service activities with show management, site management and major customers to respond to client needs and resolve customer sales and service issues during pre-show and through onsite presence at assigned shows. (Corporate employee must have 200 hours on-site training).
- Understands the AES program and be able to relay the benefits to clients.
- After training, fully understand the CRM software and how to execute a show from start to finish.
- Fully utilizes and understands all aspects of company proprietary software system.
- Assists and answers all customer sales and service staff inquires on input and system issues. Ensure all departments are aware of customer requirements.
- Resolves all errors of customer billing, service rendered and interfaces with customers to solve issues and suggest additional services, if needed. Escalate complaints as needed to designated departments or General Manager, Accounting for investigation.
- After training, understands and clearly explains all aspects of company products to the customers.
- Ensures compliance with company policy in relation to customer credit card/searches and prepayment requirements.
- Interacts with customers and show managers on a regular basis.
- Provides guidance and training to CSSR I. Functions as a lead as needed.
- Communicate professionally with customers via phone, fax, and email or in-person at show site.
- Solicit the sale of upgrade or additional equipment/services.
- Deliver and collect equipment
- Work at Service Desk during shows when needed
- Daily booth checks
- Perform other duties as assigned.
Qualifications
- Minimum one (3-5) + years of related customer/exhibitor experience and/or training preferred.
- Proven written and verbal skills necessary to complete assigned tasks.
- Ability to speak effectively with customers or employees/management is essential.
- Working knowledge of Microsoft Office 365, Word, Excel preferred.
- Knowledge of data networking products/services desired.
- Must be available to work evenings, weekends, and holidays.
- Must be able to work with minimal supervision and be able to exercise independent judgment
- Representative is expected to be on time with a professional appearance and attitude.
EDUCATION
- High School Diploma or GED
PREFERRED
As part of our standard hiring process for new employees, employment with Smart City Networks will be contingent upon successful completion of a background check. Smart City Networks is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. If you need assistance or an accommodation due to a disability, you may call us at 702-###-####