Customer Experience Coordinator, Audio Visual - Hilton Americas-Houston

Hargrove, Inc.; Houston (TX); On-site; USD 24,000 - 31,000; Full time

Job summary

Encore is seeking a Customer Experience Coordinator in Houston, on-site, to act as a liaison between customers, venue, and the Encore team. You will provide information and support in a professional, friendly manner while building lasting relationships to ensure a high-quality experience.

The role reports to the Director, Event Technology and requires excellent communication and organization. Responsibilities include handling customer contacts, billing updates, data entry in CRM, and

Qualifications

• High School Diploma required; Associate degree preferred.
• 1+ years in administrative, sales or hospitality roles.
• Proficiency with Microsoft 365 and web-based apps.
• Strong written and verbal communication skills.
• Excellent organization and interpersonal abilities.
• Encore’s Service Level 100, 200 & 300 certifications to be obtained within 90 days.
• Ability to multi-task under pressure.

Responsibilities

• Acknowledge and interact with customers while maintaining a professional image.
• Build relationships to establish trust and open communication.
• Identify and address potential issues; provide solutions to client concerns.
• Respond quickly to questions and service requests.
• Enter customer data and exhibit payments into CRM/billing systems.
• Coordinate with sales and venue teams for site visits and follow-up.
• Provide operational support and communicate customer concerns to venue partners.

Skills

Communication

Customer service

Multi-tasking

Relationship building

Education

High School Diploma

Associate degree preferred

Tools

Microsoft 365

Job description

Posting Details

• Posted on October 26, 2026

Locations

• Houston, TX 77010, USA
• On-site
• Pay or shift range: $17.21 USD to $22.37 USD
• 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.
• Ops - General
• Full-Time
• Requisition #: CUSTO046000

Description

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.

Job Qualifications

• 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

Competencies

Deliver World Class Service

• Hospitality
• Ownership

Do The Right Thing

• Instills Trust
• 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 & pasting this URL Link: (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
• *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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.