Customer Success Associate

Informa Markets, a division within Informa, creates global platforms for industries. We organise over 500 large-scale branded and transaction-oriented events in 14 specialist markets.

These are typically not-to-be-missed annual events where buyers and sellers build relationships, see and show products and do business.

We also provide year-round online platforms where companies showcase their businesses and products and buyers conduct research, generating valuable leads, and we provide data and digital content that supports the flow of knowledge and transactions in markets.

South Florida Ventures is a division within Informa, creates global platforms for industries. We organize over 500 large-scale branded and transaction-oriented events in 14 specialist markets.

These are typically not-to-be-missed annual events where buyers and sellers build relationships, see, and show products and do business.

For more information :

Job Description

• Reporting to the Customer Service Manager, helping to deliver a world-class Customer Service program for SFV attendees.
• Manage Customer Service Systems :
• Manage the customer service inbox, which receives both digital and physical show queries.
• Balance inbound / outbound omnichannel (phone / chat / email) volume.
• Support CS Lead with the managing program logistics pre- and post-show as well as onsite support.
• Update, organize and distribute template letters for all Customer Success Team Members including Exhibitor documents (Welcome Letter, Move in Letter, Move Out Letter etc.) for each event.
• Maintain all on site form templates with updated dates and logos for each event.
• Handle any post show issues.
• Address customer escalations quickly and effectively.
• Represent the Voice of the Customer and provide key feedback to the Customer Service Manager on customer experience.

Qualifications

• 1-2 years of customer service, administrative support, or systems support
• Experience with Salesforce, Zendesk, Fresh Desk, or similar software.
• Omni-channel contact center system experience with reporting capability
• Impeccable interpersonal skills -you are friendly, compassionate, a good listener, and can relate to anyone.
• You have strong attention to detail and excellent written and verbal skills - you're able to articulate yourself in a clear and concise manner, even during escalated interactions.
• You have a customer-centric mentality, can empathize and diffuse difficult situations.
• Quickly learn and adapt to new systems.
• Highly organized and detail-oriented, with excellent ability to balance multiple projects at once, giving priority where it is needed.
• Comfortable working across multiple systems and working in a deadline-driven environment.
• Excellent communication skills, both verbal and written
• Effective interpersonal skills and relationship-building skills
• Flexible schedule with ability to travel to boat shows throughout the tri-county area.
• College degree or equivalent work experience

Additional Information

Why work at Informa

We work hard to make sure Life at Informa is rewarding, supportive and enjoyable for everyone. Here’s some of what you can expect when you join us.

But don’t just take our word for it see what our colleagues have to say at LifeAt.Informa.com

Our benefits include :

• Freedom & flexibility : colleagues rate us highly for the flexibility and trust they receive, and we support a range of working patterns
• Great community : a welcoming culture with in-person and online social events, our fantastic Walk the World charity day and active diversity and inclusion networks
• Broader impact : take up to four days per year to volunteer, with charity match funding available too
• Career opportunity : the opportunity to develop your career with bespoke training and learning, mentoring platforms and on-demand access to thousands of courses on LinkedIn Learning.

When it’s time for the next step, we encourage and support internal job moves

• Time out : 15 days PTO, rising to 20 after three years and 25 after six years, plus 10 national holidays, a birthday leave day, and the chance to work from (almost!) anywhere for up to four weeks a year
• Competitive benefits, including a 401k match, parental leave, and an ESPP offering company shares at a minimum 15% discount
• Strong wellbeing support through EAP assistance, mental health first aiders, free access to a wellness app, and more
• Recognition for great work, with global awards and kudos programs
• As an international company, the chance to collaborate with teams around the world

We know that sometimes the 'perfect candidate' doesn't exist, and that 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.

See how Informa handles your personal data when you apply for a job here .