Encore Global
Customer Experience Coordinator - Kansas City Marriott Downtown
Encore Global, Kansas City, Missouri, United States, 64101
Position Overview
The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology.
Key Job 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 provides 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.
Job Qualifications
High School Diploma is required. Associate degree is preferred.
1+ years of administrative, sales or hospitality experience preferred.
Proficiency 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.
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
For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link: (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).
Physical Requirements Team members must meet the physical demands listed below to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting: 6-8 hours per day
Standing: 2-3 hours per day
Walking: 0-1 hours per day
Stooping: 0-1 hours per day
Crawling: 0-1 hours per day
Kneeling: 0-1 hours per day
Bending: 0-1 hours per day
Reaching (above your head): 0-1 hours per day
Climbing: 0-1 hours per day
Grasping: 0-1 hours per day
Lifting Requirements
0-15 lbs*: Frequently
16-50 lbs*: Occasionally
51-100 lbs: Never
Over 100 lbs: Never
Carrying Requirements
0-15 lbs*: Frequently
16-50 lbs*: Occasionally
51-100 lbs: Never
Over 100 lbs: Never
Auditory/Visual Requirements
Close Vision: Continuously
Distance Vision: Frequently
Color Vision: Continuously
Peripheral Vision: Occasionally
Depth Perception: Occasionally
Hearing: Continuously
Pushing/Pulling Requirements
0-15 lbs*: Occasionally
16-50 lbs*: Occasionally
51-100 lbs*: Never
Over 100 lbs: Never
*Identifies the physical requirements that team members perform without assistance.
Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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The Customer Experience Coordinator will act as liaison between Encore, venue, and customer. Provide customers with information and support in a professional and friendly manner while building relationships to ensure a high-quality experience. This position will report to Director, Event Technology.
Key Job 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 provides 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.
Job Qualifications
High School Diploma is required. Associate degree is preferred.
1+ years of administrative, sales or hospitality experience preferred.
Proficiency 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.
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
For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link: (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).
Physical Requirements Team members must meet the physical demands listed below to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Sitting: 6-8 hours per day
Standing: 2-3 hours per day
Walking: 0-1 hours per day
Stooping: 0-1 hours per day
Crawling: 0-1 hours per day
Kneeling: 0-1 hours per day
Bending: 0-1 hours per day
Reaching (above your head): 0-1 hours per day
Climbing: 0-1 hours per day
Grasping: 0-1 hours per day
Lifting Requirements
0-15 lbs*: Frequently
16-50 lbs*: Occasionally
51-100 lbs: Never
Over 100 lbs: Never
Carrying Requirements
0-15 lbs*: Frequently
16-50 lbs*: Occasionally
51-100 lbs: Never
Over 100 lbs: Never
Auditory/Visual Requirements
Close Vision: Continuously
Distance Vision: Frequently
Color Vision: Continuously
Peripheral Vision: Occasionally
Depth Perception: Occasionally
Hearing: Continuously
Pushing/Pulling Requirements
0-15 lbs*: Occasionally
16-50 lbs*: Occasionally
51-100 lbs*: Never
Over 100 lbs: Never
*Identifies the physical requirements that team members perform without assistance.
Team members must be able to meet the physical demands above in order to successfully perform the essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
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.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
#J-18808-Ljbffr