Customer Service Manager

Job Title: Customer Service Manager

Location: Boise, Idaho

Company:Amplified Production Group

Position Overview:

Amplified Production Group, a national live events AV production company, based in Boise, ID seeks a skilled and dedicated client-facing Customer Service Manager to be the liaison between our clients and our technical teams, with the goal of enhancing and maintaining client relations and helping drive the overall success of our events. Reporting to the Director of Sales and Event Operations, this role will be based in Boise, ID with 25% opportunities for travel, including potential international assignments. While AV experience is advantageous, it is not required as we can provide comprehensive training for those new to this field. Please note that this is a full-time on-site position, and freelance workers need not apply.

Key Strengths and Personal Attributes:

• Delivers proactive Customer Service.
• Results-driven with a focus on client satisfaction.
• Emotionally intelligent with ability to build authentic relationships.
• Willingness and enthusiasm to learn and adapt.

Key Responsibilities:

• Develop and maintain strong relationships with clients, serving as their primary contact.
• Communicate effectively with clients through regular check-ins, follow-ups, and responses to RFPs and bid offers.
• Engage in capabilities presentations for business development and prepare detailed quotes and scopes of work using specialized quoting software.
• Manage multiple projects simultaneously, ensuring deadlines are met.
• Gather and act on client feedback to enhance service quality.
• Collaborate with various departments to ensure smooth execution throughout the "Show Lifecycle."
• Act as the intermediary between clients and the technical team, aligning services with client needs.
• Handle post-event procedures, including follow-ups and debriefings.
• Represent the company at events and meetings, with a willingness to travel up to 25%.

Must Have Qualifications:

• Proven expertise in client relationship management.
• Skilled in quote preparation and adjustment.
• Exceptional interpersonal skills, verbal and written communication skills for client engagement and retention.
• Team-oriented, with a strong ability to collaborate across operational and technical divisions.
• Proficient with Microsoft/Google Cloud Workspace and CRM software.
• Epitomize Amplified Production Group's Core Values of All for One, Driven by Integrity, Solutions Focused, Always Learning, Tenacity, Persistence, Perseverance.
• Committed to developing and maintaining long-term client relationships.

Bonus Qualifications:

• Capability to multitask and handle multiple projects concurrently.
• Experience blending event planning organizational skills with a client-centric account management approach.
• Familiarity with the technical aspects of event production.

Travel Requirements:

This role may require occasional travel to represent the company at events, meet with out-of-town new clients, discover and define on-site requirements for specific projects.

What We Offer:

• A relocation reimbursement compensation.
• A dynamic, collaborative work environment.
• Medical and Dental Insurance
• Life and Disability insurance
• Employer-match IRA up to 3%
• Paid Holidays and Personal Time Off (PTO)
• Paid Maternity/Paternity Leave
• Monthly Cell Phone Reimbursement
• TSA Pre-check Reimbursement
• Annual Paid Employee Training Trips
• Opportunities for professional growth in event planning and AV production.

Salary: Based on experience, we are flexible. Please post your desired salary range when apply for the job. Exact compensation may vary based on skills & experience.

Application Process:

Please submit your resume along with a cover letter detailing your fit for this role based on the above criteria. Please include your desired salary range as well. We look forward to exploring your potential as part of our team. Questions? Reach out to anca@amplifiedpg.com

About Amplified Production Group:

At Amplified Production Group, we're more than an AV service provider; we're creators of exceptional event experiences. Based in Boise, Idaho, our team is dedicated to transforming visions into reality through cutting-edge audiovisual technology. We believe in nurturing talent and building long-lasting careers. Choosing Amplified means joining a community that values innovation, collaboration, and client satisfaction. Our core values are integral to our success:

• All for One
• Driven by Integrity
• Solutions Focused
• Always Learning
• Tenacity, Persistence & Perseverance

Disclaimer:The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Job Type: Full-time

Pay: From $60,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Parental leave

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Application Question(s):

• Could you share how your past roles, particularly any Customer Service Manager positions you've held for at least 2 years, or a cumulative of 5 years of live events experience (excluding freelance work), have prepared you for this role?

Please include examples of how you've applied your skills and industry knowledge to achieve success in your previous positions. Also, based on your experience, what salary range are you looking for?

Experience:

• Customer service: 2 years (Required)
• live event: 5 years (Required)

Ability to Relocate:

• Boise, ID 83716: Relocate before starting work (Required)

Work Location: In person