Client Services Representative (Informa Markets)

Informa Markets facilitates the creation of platforms where various industries and specialized markets can engage, innovate, and prosper. Our extensive portfolio encompasses over 550 international B2B events and brands across diverse sectors, including Healthcare & Pharmaceuticals, Infrastructure, Construction & Real Estate, Fashion & Apparel, Hospitality, Food & Beverage, and Health & Nutrition, among others. Our mission is to offer customers and partners worldwide opportunities to connect, experience, and conduct business via in-person exhibitions, specialized digital content, and data-driven solutions. As the foremost organizer of global exhibitions, we breathe life into a wide spectrum of niche markets, unlocking potential and supporting their year-round growth.

Disclaimer: Please note that this role has a maximum annual salary of $48,000 and may require occasional event-related travel, but is otherwise fully remote.

This position proactively assists attendees, exhibitors, and staff for all events, both in the office and onsite. Assistance includes effective communication, review of registration, exhibitor service kit, exhibitor training, booth rules, and enforcement, as well as general show information. Also responsible for identifying and developing new programs and implementing better communication methods for customers.

Responsibilities for a Client Services Representative at Informa:

1. Customer Service Support:

   • Provide assistance for all customer service requests through inbound and outbound phone calls, promptly returning emails and voicemails within 24 hours of receipt.
   • Respond to online chat inquiries as they arise.

2. Timely Reporting:

   • Deliver consistent and timely reporting of projects, ensuring that identified deadlines are met.

3. Exhibitor Service Kits:

   • Create, manage, and gain a comprehensive understanding of Exhibitor Service Kits for assigned events.
   • Assist exhibitors with all included services, vendors, and compliance with event regulations.

4. Primary Point of Contact:

   • Act as the primary point of contact for multiple assigned events, while also providing support to the team with other events and associated tasks.

5. Registration Management:

   • Complete or create registrations using a variety of registration platforms.

6. Product Enhancement:

   • Review and enhance client-facing products, such as apps, marketing materials, surveys, and more.

7. Proactive Customer Service:

   • Identify and proactively provide excellent customer service to both internal and external customers.

8. Software Utilization:

   • Utilize identified software and tools for record-keeping and efficient event management.

9. Website Oversight:

   • Regularly review event websites to ensure accuracy and user-friendliness for both external and internal customers.

10. Issue Resolution:

    • Diagnose and provide solutions to resolve customer concerns in a timely manner.

11. Process Improvement:

    • Collaborate with internal teams and vendors to research, identify, and implement new ideas and processes that enhance customer support.

12. Onsite Floor Manager:

    • Act as a Floor Manager onsite for assigned events, as requested.

13. Limited Travel:

    • Travel is expected to be less than 20% annually.

14. Varied Duties:

    • Be prepared to handle other duties, whether incidental or regular, as assigned by management's discretion.

Qualifications for a Client Services Representative at Informa, an events business:

• Educational Background:

  • A minimum of an Associate Degree in Business or equivalent experience.

• Customer Service Experience:

  • A minimum of 2 years of practical experience in customer service, event coordination, or project management related to exhibitors is essential.

• Computer Proficiency:

  • Intermediate computer skills are necessary to effectively handle various software and tools used in client services.

• Communication Skills:

  • Exceptional oral and written communication skills are a must. The ability to convey information clearly and professionally is crucial for interacting with clients.

• Versatile Communication:

  • Proficiency in communication methods is required, encompassing email, phone, chat, and in-person interactions. The role demands the capability to engage effectively with customers through various channels to meet their needs.

We offer:

• Competitive Compensation Package
• Access to LinkedIn Learning and other development/training opportunities
• Health and Wellness Benefits (medical, dental, eye)
• 401K and Matching
• Employee Stock Purchase Program
• Generous PTO policy
• Work-life balance
• Additional discounts through various partnerships
• The pay range for this position is $39,100 - $48,000

We know that sometimes the 'perfect candidate' doesn't exist, and people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, color, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, military or veteran status, citizenship, or other protected characteristics under federal, state or local law.