Event Customer Experience Coordinator- Intercontinental Miami

Encore Global • Miami, FL

2h • Onsite

About The Position

The Event 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. It reports to the Director, Event Technology.

The coordinator supports customer communications, billing, data entry, customer engagement, and event operations. This includes addressing customer concerns, coordinating with venue and Encore team members, maintaining customer and payment information, preparing billing reports, and supporting pre-conference meetings and site visits.

The position is performed in a hotel or convention center environment, potentially across multiple hotel locations. Work may involve moderate exposure to outdoor temperatures, dirt, sand, or dust, and conditions ranging from moderately quiet to noisy. Hours may be irregular and include on-call availability, days, evenings, weekends, and holidays. Team members must follow Encore’s appearance guidelines for the applicable hotel or area.

Requirements

• High school diploma.
• 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.
• Meet the stated physical demands, with reasonable accommodations available for individuals with disabilities.

Nice To Haves

• Associate degree.
• At least 1 year of administrative, sales, or hospitality experience.

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 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 at pre-conference and site-visit meetings as needed.
• Coordinate customer follow-up and support thank-you messages.
• Coordinate with the hotel sales team to support and attend site visits.
• Promote customer service excellence through multiple points of contact throughout the day.
• Act as a service liaison between the customer, Encore team, and venue partners.
• Demonstrate knowledge of hotel and facility services.
• Coordinate and communicate customer concerns to the appropriate venue partner team for resolution.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED