Senior Customer Service Manager Job at The Expo Group in Las Vegas

Mentor and Lead as a Senior Customer Service Manager

Are you ready to provide outstanding customer service and lead with excellence? The Expo Group is seeking a Senior Customer Service Manager to enhance our Customer Service Management team. Based in Orlando or Las Vegas, this hybrid role involves mentoring team members, collaborating with account teams, and driving efficiency and revenue growth on assigned events.

In this role, you will:

1. Mentor team members on effective communication and customer service best practices.
2. Assist with resolving customer conflicts and ensuring satisfaction.
3. Guide the team in handling orders, cancellations, and refunds in line with department guidelines.
4. Supervise teams of 1-10 as the Service Lead on Tier 1 & 2 events.
5. Oversee vendor management and ensure adherence to order deadlines.
6. Collaborate with show organizers and project managers during pre-event planning and on-site operations.
7. Participate in implementing operational system improvements.
8. Foster positive customer experiences by providing clear solutions and addressing service issues.

What You Bring to The Expo Group:

1. Educational Foundation: High school diploma; associate or bachelor’s degree in Business Management, Hospitality Management, or related field preferred.
2. Experience: 3-5 years of relevant experience, with trade show industry expertise preferred.
3. Skills: Effective communication, strong time management, attention to detail, and proficiency in Microsoft Office.

This role may require up to 18 days of travel, 5-6 times per year. If you’re passionate about service excellence and mentoring others to achieve success, apply now to make an impact as a key team leader.

Why Join The Expo Group?

1. Competitive Benefits: Enjoy Medical, Dental, Vision, 401(k), and more.
2. Supportive Work Environment: Hybrid schedule in Orlando or Las Vegas, with an emphasis on work-life balance.
3. Commitment to Integrity, Compassion, and Excellence: Bring your best to an award-winning team that values integrity and supports each other's success.

The Expo Group is committed to providing a safe work environment and to fostering the health and well-being of its employees. That commitment is jeopardized when any of our employees use substances the federal government deems an illegal substance at home or at work, comes to work under their influence, possesses, distributes or sells drugs in the workplace, or abuses alcohol on the job. As part of our commitment to safeguard the wellbeing of our employees and to provide a safe environment for everyone, The Expo Group has established a drug-free workplace policy. All candidates must pass a drug test prior to employment.

The Expo Group is a trusted exhibition and events partner helping organizations grow their attendee, exhibitor and sponsorship revenue through the design and execution of unique, compelling and memorable experiences. The company is headquartered in Irving with offices in Orlando, Chicago and Las Vegas. Learn more at www.theexpogroup.com.

Only applications received through our website will be considered. #J-18808-Ljbffr