Customer Experience Liaison

1 week ago


Tysons Corner, Virginia, United States Encore Full time
Job Summary

The Customer Experience Coordinator will serve as a liaison between Encore, the venue, and customers. This role requires providing customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience.

Key Responsibilities:
• 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.
• 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.
• Enter customer contact information and details into CRM system.
• Enter and reconcile Exhibit customer payments into the billing system.

Requirements:
High School Diploma is required. Associate degree is preferred. 1+ years of administrative, sales or hospitality experience preferred. 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:
This position is based in a hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. Working conditions will vary between moderately quiet to noisy volumes. Team members may be asked to work in multiple hotel locations. Working times 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.

Compensation:
The estimated salary for this position is $45,000 - $60,000 per year, depending on experience.

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