Overview
The Technology Services Manager is responsible for ensuring an exceptional experience for all show managers, exhibitors and contractors utilizing McCormick Place Technology Service offerings. This position will plan and manage the activities of the Customer Service Representatives and manage the development of all customer-facing collateral and information related to Technology Services to create a customer-friendly process for understanding, purchasing and utilizing McCormick Place Technology Services.
This role will pay a salary of $60,000 to $90,000.
For FT roles: Benefits: Health, Dental and Vision insurance, 401(k) savings plan, 401(k) matching, and paid time off (vacation days, sick days, and 11 holidays).
Responsibilities
• Assume management responsibility for all services and activities of the Technology Services Customer Service Management Team.
• Select, train, motivate and evaluate all – personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
• Provides a link between trades and internal and external customers to ensure timely and efficient delivery of services.
• Manages Customer Service Representatives in the resolution of billing disputes including providing initial approval of discounts or credits.
• Ensures that customers are kept aware of changes in policy, pricing or any other factors which may impact their experience through regularly reviewing and updating printed and digital collateral.
• Assist Director of Technology Services with development and management of budget, pricing, service offerings, processes, and procedures to ensure an exceptional customer experience.
• Represents Technology Services Team in customer facing activities such as proposals, familiarization tours, site visits, pre-event meetings.
• Perform other duties and responsibilities as assigned.
Qualifications
• Three to five years experience in a management role.
• Three to five years experience in a customer service/hospitality role.
• High School diploma or equivalent. Bachelor’s degree in business related field preferred.
• Ability to perform effectively under significant pressure typically associated with meeting the demands and timetables of the entertainment and hospitality industries.
• Ability to work event nights, weekends and holidays as required.
• Strong written and oral presentation skills.
• Basic understanding of telecommunications, internet services and other event related technologies preferred.
• Proficient in MS Office Suite. Previous use and proficiency with Ungerboeck Event software preferred.