Customer Success Associate

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.