Encore
Customer Experience Coordinator – Kansas City Marriott Downtown
Encore, Des Moines, Iowa, United States
Overview
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. Responsibilities
Customer Contact: Acknowledge and interact with customers while maintaining a pleasant and professional image. Customer Contact: Build relationships with customers to establish trust and open communication. Customer Contact: Pro-actively identify potential issues and provides solutions to client’s concerns. Customer Contact: Respond quickly to questions and requests and handle service problems politely and efficiently. Customer Contact: Attend Venue meetings as required. Billing: Communicate billing information to customers, resolve billing concerns and obtain signatures. Billing: Convey and enter billing changes and communicate billing challenges to appropriate Encore team members. Billing: Prepare billing reports daily and submit them to the venue for reconciliation. Data Entry: Enter customer contact information and details into CRM system. Data Entry: Enter and reconcile Exhibit customer payments into the billing system. Customer Engagement: Accompany selling manager on PreCon and Site Visit meetings as needed. Customer Engagement: Coordinate customer follow-up and support thank you messages. Customer Engagement: Coordinate with hotel sales team for site visit attendance and support. Customer Engagement: Drive customer service excellence by engaging in multiple points of contact throughout the day. Customer Engagement: Act as a service liaison between customer, Encore team and venue partners. Operational Support: Demonstrate knowledge of hotel and facility services. Operational Support: 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 year 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 Deliver World Class Service: Ownership Do The Right Thing: Instills Trust Do The Right Thing: 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 & paste the URL: https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx Physical Requirements
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 Note:
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. Hourly Pay Range: $16.60 – $20.33 The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives. Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide. We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging. 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.
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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. Responsibilities
Customer Contact: Acknowledge and interact with customers while maintaining a pleasant and professional image. Customer Contact: Build relationships with customers to establish trust and open communication. Customer Contact: Pro-actively identify potential issues and provides solutions to client’s concerns. Customer Contact: Respond quickly to questions and requests and handle service problems politely and efficiently. Customer Contact: Attend Venue meetings as required. Billing: Communicate billing information to customers, resolve billing concerns and obtain signatures. Billing: Convey and enter billing changes and communicate billing challenges to appropriate Encore team members. Billing: Prepare billing reports daily and submit them to the venue for reconciliation. Data Entry: Enter customer contact information and details into CRM system. Data Entry: Enter and reconcile Exhibit customer payments into the billing system. Customer Engagement: Accompany selling manager on PreCon and Site Visit meetings as needed. Customer Engagement: Coordinate customer follow-up and support thank you messages. Customer Engagement: Coordinate with hotel sales team for site visit attendance and support. Customer Engagement: Drive customer service excellence by engaging in multiple points of contact throughout the day. Customer Engagement: Act as a service liaison between customer, Encore team and venue partners. Operational Support: Demonstrate knowledge of hotel and facility services. Operational Support: 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 year 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 Deliver World Class Service: Ownership Do The Right Thing: Instills Trust Do The Right Thing: 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 & paste the URL: https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx Physical Requirements
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 Note:
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. Hourly Pay Range: $16.60 – $20.33 The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives. Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide. We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. Click here to view details on our commitment to inclusivity and belonging. 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.
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