Customer Experience Coordinator, Audio Visual - Hilton Americas-Houston

Encore Global•Houston, TX

10d•Onsite

About The Position

The Customer Experience Coordinator acts as a liaison between Encore, the venue, and customers, providing professional and friendly information and support while building relationships and helping ensure a high-quality experience. The position reports to the Director, Event Technology. The role includes customer interaction and issue resolution; communicating and reconciling billing information; entering customer and payment information into CRM and billing systems; coordinating customer follow-up and engagement; and supporting communication between customers, Encore teams, hotel sales, and venue partners. The coordinator also demonstrates knowledge of hotel and facility services and helps coordinate customer concerns with venue partners. This position is performed in a hotel or convention center environment. Work may involve multiple hotel locations, moderate exposure to outdoor temperatures and dirt, sand, or dust, and conditions ranging from moderately quiet to noisy. Working times include irregular hours and on-call status, including days, evenings, weekends, and holidays. Team members must adhere to Encore appearance guidelines.

Requirements

High school diploma required.
Proficiency with Microsoft 365 and web-based applications.
Strong written and oral communication skills.
Strong organizational and interpersonal skills.
Ability to multitask and work well under pressure.
Obtain Encore Service Level 100, 200, and 300 certifications within 90 days.

Nice To Haves

Associate degree preferred.
One or more years of administrative, sales, or hospitality experience preferred.

Responsibilities

Acknowledge and interact with customers while maintaining a pleasant and professional image.
Build relationships with customers to establish trust and open communication.
Proactively identify potential issues and provide solutions to customer 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 daily billing reports and submit them to the venue for reconciliation.
Enter customer contact information and details into the CRM system.
Enter and reconcile exhibit customer payments in the billing system.
Accompany the selling manager on pre-convention and site-visit meetings as needed.
Coordinate customer follow-up and support thank-you messages.
Coordinate with the hotel sales team for site-visit attendance and support.
Promote customer service excellence through multiple customer contact points throughout the day.
Act as a service liaison between customers, the Encore team, and venue partners.
Demonstrate knowledge of hotel and facility services.
Coordinate and communicate customer concerns with the appropriate venue partner team for resolution.