Job Details

Fern is at the top of the trade show and expo service industry. Our operation spans more than 200 cities from coast to coast. In other words, wherever there's a major convention center and event venue, we're there with experienced local teams providing exceptional service and support, whenever you need it. We recognize that our team members are the core of our company. It is why they stay with us for so long, and it's also what attracts new clients to come aboard.

We are looking to add a remote Event Support Rep. In this role, you will be responsible for managing a high volume of customer inquiries about our products and services. You will process complex requirements, resolve complaints, and track customer interactions, including order and billing status. A high level of proficiency in customer service and contact center procedures is required. You'll also be accountable for meeting service goals focused on accuracy, timeliness, knowledge, and quality.

You will report directly to the Contact Center Manager. Position is fully remote with ability to travel 4-5 times a year.

Hours are Mon-Fri, 11:30am-8pmEST.

Pay is $22/hr.

What you'll do:

• Manage inbound phone calls, emails, and chats with accuracy and efficiency.
• Provide excellent customer service, in line with Fern's customer service standards.
• Address products, services, billing questions, and technical issues.
• Assist with event-related requests.
• Enter orders and exhibitor information into Fern billing systems.
• Process, research, and resolve complex requirements to ensure customer satisfaction.
• Assist customers with online login and ordering.
• Troubleshoot and report website issues.
• Up-sell to current customers and cross-sell Fern services.
• Manage and process inbound leads.
• Transition between inbound support and outbound sales initiatives.
• Quote prices and credit terms in compliance with company policies.
• Enter sales opportunities and customer information into CRM and other systems.
• Maintain a log report of all customer inquiries and resolutions.
• Keep updated on all exhibitor products, services, and exhibitor online ordering ecommerce platform.

Who You Are:

• High school diploma or equivalent.
• 2+ years of customer service experience.
• Strong computer skills, proficient in MS Office/365, particularly Excel, Word, Outlook, and Teams.
• Ability to work both independently and in a team.
• Ability to juggle multiple tasks in a fast-paced environment.
• Detail-oriented with excellent organizational skills.
• Strong verbal and written communication skills.
• Positive "can-do" attitude.
• Can travel to at least 4 shows per year for training.

Fern is an equal opportunity employer committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law.