Customer Experience Coordinator - Sheraton Hotel Dallas

Encore Global•Dallas, TX

12h

About The Position

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.

Requirements

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

Responsibilities

Act as liaison between Encore, venue, and customer.
Provide customers with information and support in a professional and friendly manner.
Build relationships to ensure a high-quality experience.
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.
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.
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.
Demonstrate knowledge of hotel and facility services.
Coordinate and communicate any customer concerns with appropriate venue partner team for resolution.