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Customer Experience Liaison

2 months ago

Orlando, Florida, United States Encore Full time
{"Job Title": "Customer Experience Coordinator", "Job Description": "Job Summary

We are seeking a highly skilled Customer Experience Coordinator to join our team at Encore. As a key member of our operations team, you will be responsible for providing exceptional customer service and support to our clients and customers.

Key Responsibilities
  • Customer Contact: Build relationships with customers to establish trust and open communication, 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, 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.
  • 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.
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.
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.

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.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

"}