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** Customer Service Manager**
**Job Category****:** Customer Service & Contact Center Operations **Requisition Number****:** CUSTO001118 Showing 1 location **Job Details**
**Description**
**Customer Service Manager**
**Company Overview**
Smart City began more than 30 years ago and has evolved into the nations leading telecommunication provider for convention centers and meeting facilities. We manage the technology services for more than 3,000 events annually, including virtually every Fortune 500 Company event and major tradeshow. From auto shows to national political party conventions to world economic summits, Smart City has been on the floor, behind the scenes, and maintaining the connections that enable people to make important things happen.
Today, we proudly employ more than 280 team members nationwide. Our Las Vegas headquarters is home to our national customer service, accounting, and technology teams, along with our (NOC), which provides Internet security services and remote 24/7 monitoring for all of our networks.
**Summary of Key Responsibilities**
Responsibilities and essential job functions include, but are not limited to the following:
* Manage all aspects of assigned shows and/or events to meet the needs of customers at field locations
* Supervise Customer Sales and Service Representatives and Event Coordinators
* Create work schedule for team
* Oversee exhibitor lists
* Responsible for leading, directing, and delegating work, motivating performance and team member relation issues, attendance, and providing career guidance to direct reports.
* Manage all aspects of customer sales and service for assigned shows or events to meet the needs of customers
* Deliver timely service, accurate billings and up-sells as appropriate to customers
* Aware of all calendared events, ramifications of staffing and company resources to required show support levels and resolve issues early
* Attend pre-show conferences to ascertain client needs and meet customer expectations
* Attend facility management meetings regarding up-coming events
* Attend off-site client events as needed
* Responsible for the delivery and return of customer- leased equipment including tracking and inventory system updates
* Supervise Customer Sales and Service Representatives at service desk and for correct input to proprietary system
* Train and develop staff as necessary. Develop and write performance plan. Prepare monthly service desk schedule
* Resolve/solve all day-to-day customer sales and service issues for assigned shows and events
* Correct billing disputes and data entry for client up to the lesser of $500 or 10% of total exhibitor show costs without management approval.
* Communicate with other department team members on customer sales and service issues.
* Purchase and maintain office supply inventory
**Qualifications:**
**Education**
* Associate Degree, required, BA, preferred
**Specific Skills:**
* Experience in tradeshow/event industry and/or telecommunications field preferred.
* Hands-on, detail-oriented, team-oriented, self-directed individual with thorough knowledge of customer sales and service functions
* Strong managerial abilities.
* Excellent communication skills both verbal and written, negotiating and customer service problem solving skills required
* Ability to interact with all levels of customer management is essential
* Computer literacy and strong skills in customer service software, spreadsheets and word-processing including Microsoft Word, Excel
* Proficient in customer service software
* Proficiency in using ICVerify or equivalent credit card processing system is preferred
* Proficiency in telecommunications and network products and services and basic and complex electrical services.
*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 702-943-6000*
**Qualifications**
**Skills**
**Behaviors**
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**Motivations**
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**Education**
**Experience**
**Licenses & Certifications**
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Customer Service Manager jobs in San Diego, CA, United States
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