Customer Service Associate

USA Beautyis the nation's leading network of beauty industry events, connecting professionals, students, and brands from around the globe through live, virtual and hybrid events, specialist digital content and actionable data solutions. Through our growing portfolio of shows, we join together our unique experience, expertise, and skills in our mission to bring beauty to the world.

People are the core of all that we do, and we are proud to serve the beauty community every step of the way. Our business welcomes all representatives of the professional beauty industry to meet with top brands from around the globe, get hands-on education, shop, connect with their community, and stay up to date with the hottest trends.

Using our experience and proven industry insight, we are passionate about creating platforms for our customers to connect and shaping environments that enable businesses to flourish.

This role is based in our Orlando, FL office

As a Customer Service Associate, your primary responsibility will be to support Informa Markets' US Beauty, which encompasses prestigious events such as Premiere and Cosmoprof. Additionally, you will assist with the US Boating events as needed, based on business requirements. Your role will involve delivering exceptional customer service through multiple channels, including phone, email, and chat communications. You will be tasked with addressing inquiries, resolving issues, and providing accurate information to ensure a seamless experience for participants. Your commitment to excellence in service will significantly contribute to the overall success of the events.

Key Responsibilities

Customer Service Excellence

• Serve as the primary point of contact for customer inquiries related to SFV Boating and US Beauty events
• Provide professional and energetic customer service via phone, email, and chat
• Respond to varying volumes of customer communications based on event schedules
• Support major events including Premiere Orlando, Cosmoprof, and US Boating events such as the Fort Lauderdale International Boat Show

Event Support

• Embody and exuberate a Customer First mentality; working with our attendees before, during and after the event to exceed their business objectives
• Execute outbound call campaigns to previous and prospective attendees and competitors to educate on our shows and offerings
• Collaborate with event operations, and other cross functional teams to ensure information shared onsite is accurate and effective
• Provide on-site customer service support at key events as needed
• Gather feedback from attendees to improve future events
• Support CS Manager with the managing program logistics pre- and post-show as well as onsite support

Administrative Duties

• Maintain accurate customer records in CRM systems (Salesforce Service Cloud)
• Identify trends in customer feedback and recommend improvements
• Assist with special projects as assigned

Required Skills & Experience

• Minimum 2 years of customer service experience
• College degree or equivalent work experience
• Experience with Salesforce, Zendesk, Freshdesk, or a similar software
• Strong phone etiquette and professional email communication skills
• Positive energy and professional demeanor
• Omni-channel contact center system experience with reporting capability
• 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
• 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
• Excellent communication skills, both verbal and written
• Effective interpersonal skills and relationship-building skills

Preferred Qualifications

• Knowledge of the boating industry and/or beauty industry
• Spanish language skills preferred
• Understanding of exhibition and event operations
• Experience with customer service in a B2B and B2C environment

We offer:

• Competitive Compensation Package
• Access to LinkedIn Learning and other development/training opportunities
• Health and Wellness Benefits (medical, dental, eye)
• 401K and Matching
• Generous PTO policy
• Work-life balance

This posting will automatically expire on 9/19/2025.

We're not solely focused on a checklist of skills. We champion energy and ambition, and look for colleagues who will roll their sleeves up, join in and help make things happen. If it sounds like a match and you have most - although not all - of the skills and experience listed, we welcome your application.

At Informa, you'll find inclusive experiences and environments where all perspectives and backgrounds are welcomed. As part of this approach and our diversity and inclusion commitments, we are also formally an Equal Opportunities Employer. This means we base decisions on relevant qualifications and merit anddo not discriminate on the basis of key characteristics and statuses, including all of those protected by law. Ask us or see our website for full information.

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