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Customer Experience Liaison

2 months ago

Salt Lake, Utah, United States Encore Full time
Job Summary

We are seeking a highly skilled and customer-focused individual to join our team as a Customer Experience Coordinator, Audio Visual. This role will be responsible for providing exceptional customer service and support to our clients, ensuring a high-quality experience throughout their event.

Key Responsibilities
  • Customer Contact
    • Acknowledge and interact with customers in a professional and friendly manner.
    • Build relationships with customers to establish trust and open communication.
    • Pro-actively identify potential issues and provide solutions to client concerns.
    • Respond quickly to questions and requests and handle service problems politely and efficiently.
  • 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.
Requirements
  • Education
    • High School Diploma is required. Associate degree is preferred.
  • Experience
    • 1+ years of administrative, sales or hospitality experience preferred.
  • Skills
    • Proficiency in Microsoft 365 and web-based applications.
    • Strong written and oral communication skills.
    • Strong organizational and interpersonal skills.
  • Certifications
    • Encores Service Level 100, 200 & 300 Certifications to be obtained within 90 days.
  • Competencies
    • Deliver World Class Service
    • Hospitality
    • Ownership
    • Do The Right Thing
    • Instills Trust
    • Safety Conscious
    • Drive Results
    • Action Oriented
    • See The Big Picture
    • Ability to Prioritize
    • Value People
    • Communicates Effectively