Job Description

Customer Care Advocate Job Description

Our Customer Advocates are responsible for the successful service delivery of our exhibitors and their presence at our clients’ events. Our Customer Advocates are expected to be proactive, out-of-the-box thinkers and problem solvers, and most importantly, the number one advocate for each exhibitor. We are positioned and empowered to help our clients and their exhibitors feel that T3 Expo (T3) has their needs covered; our customer and client experience is a pivotal part of the T3 Expo strategy.

Customer Care Advocate Duties and Responsibilities

Our Customer Advocates own the day-to-day management of exhibitor services in partnership with our clients and the Client Services lead for a particular event.

Exhibitor Services: Tailored T3 solutions that meet our customers’ needs.

• Provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.
• Become our exhibitor’s number one advocate.
• Field all exhibitor inquiries through our multi-channel customer platform that includes a call center, email, chat, and an in-person service desk.
• Enter all exhibitor communications into our CRM system.
• Establish and maintain relationships with key decision makers within the exhibit base.
• Be responsible for understanding, supporting, and increasing the level of satisfaction and advocacy for T3.
• Assist with outbound call efforts, selling exhibitor products and services.
• Turnkey and booth package order processing.
• Process orders for graphics, furnishings, labor, hanging signs, and other products and services provided by T3 as necessary.
• Annual Goal of customer satisfaction levels that meet or exceed 85% CSAT.

Internal Processes and cross functional internal support.

• Work in parallel with the exhibitor catalog team to ensure you are fully versed in each show’s specific product and service offerings
• Work closely with finance on product pricing and collections processes.
• Review the customer inquiry log with the account lead to establish patterns in service gaps.
• Collaborate with service providers/vendors, speaking to their products and services to guide the exhibitor to the appropriate partner.
• Proactively identifies ways to improve processes to achieve greater efficiency in all phases of exhibitor services.
• Manage and train the onsite support customer advocate team to ensure seamless delivery of support despite being introduced in the latter stages of the journey. This includes systems and procedures training.
• Create a communication pathway/script for all standard inquiries.
• Review collections, no-set lists, reporting, and determine additional measures to take to enhance the customer journey.
• Participate in event cadence meetings, including monthly, weekly, and daily scrums.
• Review customer satisfaction responses, take feedback and alter service approach accordingly.

Responsibilities/Deliverables:

• Process orders for graphics, furnishings, labor, hanging signs, and other products and services provided by T3 as necessary.
• Actively participate in Internal meetings with supporting teams to ensure our customers voices are being heard.
• Contributing to our culture to ensure we’re competitive and we are aligned with our mission of a client centric environment that delights clients, anticipates needs, and is designed to readily expand our services
• Up to 15% travel

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED

COMMUNICATION SKILLS

Strong verbal, written and comprehension skills. Skills knowledge and aptitudes may include your ability to provide information effectively, make presentations, or communicating with clients.

MANAGE PRIORITIES AND DEADLINES

Your ability to maintain schedules, and meet deadlines is critical, particularly in a multitasking workplace environment in which our team is often required to manage multiple roles with different priorities and timeframes.

TECHNICAL SKILLS

• Proficient in Google Drive, including Docs, Sheets, Chat, and Meet.
• Microsoft Office, including Word, PowerPoint, spreadsheets, databases, and reporting tools.
• Box
• Salesforce
• Project Management tools such as Airtable
• Omnichannel customer care platforms (chat, messenger, text, email, and phone)
• Work order systems

DECISION MAKING SKILLS

Ability to make clear, concise decisions and solve complex problems.

ESTABLISHING AND MAINTAINING INTERPERSONAL RELATIONSHIPS

Establishing and maintaining an excellent relationship with the customer, vendors and cross-functional internal teams is critical to the success of this position.

ADAPTABILITY

Adaptability to manage change, deal with situations as they arise, and work independently or as part of a team.

TEAMWORK

Ability to work in a team of people from various experience levels and strive to a common goal.

ORGANIZATIONAL SKILLS

Ability to organize, plan and prioritize work in a fast-paced work environment. Ability to achieve goals in a timely fashion.

PROFESSIONALISM

In many cases, you will be the first line of communication with our esteemed customer base. You are expected to reflect and convey the T3 Client-centric philosophy in any communication, including in person, by phone, email, etc.

Education and Experience

• Bachelor’s degree in business administration or another relevant field
• Solid understanding of customer care and/or event and hospitality industry
• Excellent problem-solving and critical-thinking skills
• Superior client management and interpersonal skills

Why Join Our Team:

T3 offers competitive compensation, flexible remote and hybrid work environment choices, paid holidays, vacation time, and a comprehensive benefits package featuring a 401k with matching contributions and more!

T3 is the right place for anyone who thrives in a team-based collaborative environment. We offer a unique opportunity where everyone gains exposure to all facets of the events and projects we produce. In the past decade, we’ve transformed events into shareable moments™ across the world — and we’ve done so with a commitment to never doing the same thing twice. Our track record is backed by some of the biggest names in the industry, seeing interactive solutions and groundbreaking technology come together in ways that raise the bar year after year.

About T3 Expo:

We specialize in bringing brands to life through engaging events and conferences. With the core principles of redefining how we convene, we bring buyers and sellers together to achieve business growth, build community, and spark creativity.

When you join us, you’re not just working on events. You’re helping to build vibrant spaces where ideas flourish, communities connect, and brands truly shine. Your work will have a tangible impact on the brands and people we serve.

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Our commitment to exceptional in-person experiences hinges on a positive work environment for our employees. T3 Expo upholds a creative, diverse, and inclusive culture, rejecting all forms of discrimination and harassment. As an Equal Opportunity Employer, we value every individual, regardless of race, gender, national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, or disability in every aspect of employment. This policy is non-negotiable for all employees.

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