Guest Experience & Service Coordinator

Encore Global; Dallas (TX); On-site; USD 21,545 - 28,006; Full time

Job summary

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

This role reports to the Director, Event Technology. Key duties include greeting customers, managing billing information and CRM data, supporting site visits and pre-con meetings, and driving service excellence across multiple

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.

Responsibilities

• 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 provide solutions to client’s 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.
• Prepare billing reports daily and submit them to the venue for reconciliation.
• Enter customer contact information and details into CRM system.
• Enter and reconcile Exhibit customer payments into the billing system.
• 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.
• Demonstrate knowledge of hotel and facility services.
• Coordinate and communicate any customer concerns with appropriate venue partner team for resolution.

Skills

Written communication

Oral communication

Organizational skills

Interpersonal skills

Education

High School Diploma

Associate degree

Tools

Microsoft 365

CRM systems

Job description

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

This role reports to the Director, Event Technology. Key duties include greeting customers, managing billing information and CRM data, supporting site visits and pre-con meetings, and driving service excellence across multiple