Guest Experience & Service Liaison

Encore; New Orleans (LA); On-site; USD 22,000 - 28,000; Full time

Job summary

Encore in New Orleans seeks a Customer Experience Coordinator to liaison between Encore, venues, and customers, delivering information and support with a professional, friendly tone. The role reports to the Director, Event Technology and emphasizes relationship-building to ensure a high-quality experience.

You will handle customer contact, billing, data entry, and engagement across multiple touchpoints, ensuring accurate CRM data and timely billing while supporting site visits and pre-con

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.
• 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.
• 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

Customer service

Hospitality

Written & verbal communication

Organization

Education

High School Diploma

Associate degree preferred

Tools

CRM software

Microsoft 365

Job description

Encore in New Orleans seeks a Customer Experience Coordinator to liaison between Encore, venues, and customers, delivering information and support with a professional, friendly tone. The role reports to the Director, Event Technology and emphasizes relationship-building to ensure a high-quality experience.

You will handle customer contact, billing, data entry, and engagement across multiple touchpoints, ensuring accurate CRM data and timely billing while supporting site visits and pre-con