Customer Service Representative at HERITAGE in Phoenix, AZ

Job Overview & Purpose

The Customer Service Representative (CSR) plays a critical role in ensuring a superior customer experience and supporting event service requirements. This individual is responsible for order execution, exhibitor support, on-site trade show services, and vendor product shipments.

As a frontline customer contact, the CSR must be organized, detail-oriented, and proactive, with the ability to multi-task and effectively communicate with clients and internal teams. This position requires collaboration with various departments to establish production schedules and ensure smooth execution on-site.

Reports to: Customer Service Representative Manager

Key Responsibilities & Duties

Primary Responsibilities

• Customer Follow-Up & Engagement – Assist in customer communication, responding to inquiries, and providing updates to ensure a seamless exhibitor experience.
• Order Management & Data Entry – Accurately enter exhibitor orders into the Heritage system, ensuring all customer requests and changes are recorded efficiently.
• Phone & Email Support – Answer client calls and emails, addressing their questions, concerns, and service needs in a professional manner.
• On-Site Trade Show Support – Assist with customer service operations at trade show venues, ensuring exhibitor needs are met and logistics run smoothly.
• Invoice & Payment Processing – Calculate figures such as discounts, commissions, taxes, and total prices for invoicing purposes.
• Production Coordination – Collaborate with other departments to establish production schedules and ensure timely execution of services.

Additional Responsibilities

• Travel & On-Site Service Assistance – Available for paid travel to trade shows, including overnight stays and weekend/extended hours when necessary.
• Process Improvement & Task Management – Identify opportunities for operational improvements, ensuring workflow efficiency.
• Administrative & Office Support – Assist with filing, document management, and internal communications.
• Customer Issue Resolution – Proactively address and resolve exhibitor concerns, escalating issues when necessary.

Work Environment & Physical Demands

This position is full-time and in-person, requiring regular travel to trade show sites and on-site customer service operations. Travel will be required for event setup, execution, and teardown, and employees must be available for weekend work and extended hours as needed, depending on show schedules.

Frequent periods of sitting, standing, walking, and typing. Ability to lift up to 25 lbs.. Periodic bending, reaching, twisting, carrying, pushing, and pulling.

Heritage Exposition Services is a DRUG-FREE WORKPLACE and requires pre-employment drug and background screenings.

Required Skills & Qualifications

Required:

• 1-3 years of experience in customer service, hospitality, sales, or event support.
• Proficiency in:
  • Microsoft Excel (data entry, reporting)
  • Microsoft Outlook (email and scheduling)
  • Microsoft Word (documentation)
  • Google Docs (collaborative processing)
• Strong mathematical skills for invoicing and order processing (calculating taxes, discounts, percentages).
• Excellent verbal and written communication skills with a strong customer service mindset.
• Highly organized and detail-oriented with the ability to multi-task in a fast-paced environment.
• Ability to work independently and proactively solve problems while maintaining professionalism.
• Valid driver's license and reliable form of transportation

Preferred:

• Previous experience in the hospitality, event services, or sales industries.
• Experience handling order processing and exhibitor services for trade shows or large-scale events.
• Experience with customer relationship management (CRM) systems.

At Heritage Exposition Services, we require all team members to uphold our H-Hour Service commitment, ensuring that every client receives the highest quality experience—no exceptions. Our team is dedicated to excellence, responsiveness, and professionalism in every interaction, maintaining the standards that set us apart in the industry.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401(k)) with employer match when applicable
• Employee Stock Ownership Plan (ESOP) – eligible employees participate in the company’s long-term growth and success
• Paid Time Off (Vacation, Sick & Paid Holidays)
• Training & Professional Development
• Career growth opportunities within a nationwide, employee-owned organization

Heritage Exposition Services is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, genetic information, veteran status, sexual orientation, gender identity, or any other protected status under applicable laws. All employment decisions are based on qualifications, merit, and business needs.