Customer Experience Coordinator, Audio Visual - Hilton Americas-Houston
About The Position
The Customer Experience Coordinator acts as a liaison between Encore, the venue, and customers. The role provides customers with information and support in a professional and friendly manner and builds relationships to help ensure a high-quality experience. The position reports to the Director, Event Technology. The coordinator supports customer communications, billing, data entry, customer engagement, and operational coordination. The work is performed in a hotel or convention center environment, potentially across multiple hotel locations. Work times may be irregular and include on-call status, days, evenings, weekends, and holidays.
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.
- At least 1 year of administrative, sales, or hospitality experience preferred.
Responsibilities
- Acknowledge and interact with customers while maintaining a pleasant and professional image.
- Build customer relationships that establish trust and open communication.
- Proactively identify potential issues and provide solutions to customer concerns.
- Respond promptly 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 PreCon 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.
- Engage with customers at multiple points throughout the day to drive customer service excellence.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
