Customer Experience Coordinator - Gaylord Pacific

Encore Global; Chula Vista (CA); On-site; USD 26,000 - 34,000; Full time

Job summary

Encore Global seeks a Customer Experience Coordinator to act as the liaison between Encore, the venue, and customers, delivering information and support with professionalism while fostering strong relationships.

The role reports to the Director of Event Technology and emphasizes customer engagement, billing coordination, CRM data entry, and operational support in a hotel/conference environment. This position requires strong communication and multitasking abilities.

Qualifications

• High School Diploma required; Associate degree preferred.
• 1+ years of administrative, sales or hospitality experience preferred.
• Proficiency with Microsoft 365 and web-based applications.
• Excellent written and verbal communication skills; strong organizational and interpersonal abilities.
• Encore certifications (Service Level 100/200/300) to be obtained within 90 days.
• Ability to multi-task and work well under pressure.

Responsibilities

• Acknowledge and interact with customers professionally.
• Build relationships to establish trust and open communication.
• Identify potential issues and provide solutions to client concerns.
• Respond promptly to questions and requests; handle service problems politely.
• Enter customer information into CRM and reconcile payments in billing system.
• Coordinate with hotel sales and Encore team for site visits and follow-ups.
• Assist with PreCon and site visit meetings as needed.
• Communicate billing information and prepare daily billing reports.

Skills

Communication

Organization

Multitasking

Customer service

Education

High School Diploma

Associate degree

Tools

Microsoft 365

Web-based apps

Job 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

Team members must meet the physical demands listed below to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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.

The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Hourly Pay Range: $18.77 - $24.40

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.

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