Event Experience Manager
2 months ago
Job Summary
The Customer Experience Coordinator will serve as a liaison between Encore, venue, and customer, providing information and support in a professional and friendly manner while building relationships to ensure a high-quality experience.
Key Responsibilities
- Customer Contact
- Acknowledge and interact with customers while maintaining a pleasant and professional image.
- Build relationships with customers to establish trust and open communication.
- Pro-actively identify potential issues and provide solutions to client's concerns.
- Respond quickly to questions and requests and handle service problems politely and efficiently.
- Attend Venue meetings as required.
- Billing
- Communicate billing information to customers, resolve billing concerns and obtain signatures.
- Convey and enter billing changes and communicate billing challenges to appropriate Encore team members.
- Prepare billing reports daily and submit them to the venue for reconciliation.
- Data Entry
- Enter customer contact information and details into CRM system.
- Enter and reconcile Exhibit customer payments into the billing system.
- Customer Engagement
- Accompany selling manager on PreCon and Site Visit meetings as needed.
- Coordinate customer follow-up and support thank you messages.
- Coordinate with hotel sales team for site visit attendance and support.
- Drive customer service excellence by engaging in multiple points of contact throughout the day.
- Act as a service liaison between customer, Encore team and venue partners.
- Operational Support
- Demonstrate knowledge of hotel and facility services.
- Coordinate and communicate any customer concerns with appropriate venue partner team for resolution.
Qualifications
- Education
- High School Diploma is required. Associate degree is preferred.
- Experience
- 1+ years of administrative, sales or hospitality experience preferred.
- Licenses & Certifications
- Proficiency in Microsoft 365 and web-based applications.
- Strong written and oral communication skills.
- Strong organizational and interpersonal skills.
- Encore's Service Level 100, 200 & 300 Certifications to be obtained within 90 days.
- Ability to multi-task and work well under pressure.
Work Environment
Hotel
Work is performed in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. The working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times will include irregular hours and on-call status including days, evenings, weekends, and holidays. Team members must adhere to appearance guidelines as defined by Encore based on an individual hotel or a representation of hotels in that city or area.
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