Guest Experience Specialist

Encore Global; Glassmanor (MD); On-site; USD 24,796 - 33,062; Full time

Job summary

Encore Global is seeking a Customer Experience Coordinator to act as a liaison among Encore, the venue, and customers, delivering information and support in a professional, friendly manner while building trusted relationships for high-quality experiences.

The role covers billing, data entry in CRM, customer engagement, and operational support, including PreCon/Site Visit activities, cross-functional coordination with hotel sales, and day-to-day customer service excellence.

Qualifications

• High School Diploma is required and an Associate degree is preferred.
• 1+ years of administrative, sales or hospitality experience preferred.
• Proficiency with Microsoft 365 and web-based applications.
• Strong written and oral communication skills.
• Strong organizational and interpersonal skills.
• Encore's Service Level 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.
• 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

Communication

Relationship building

Problem solving

CRM system experience

Education

High School Diploma

Associate degree preferred

Tools

Microsoft 365

CRM system

Job description

Encore Global is seeking a Customer Experience Coordinator to act as a liaison among Encore, the venue, and customers, delivering information and support in a professional, friendly manner while building trusted relationships for high-quality experiences.

The role covers billing, data entry in CRM, customer engagement, and operational support, including PreCon/Site Visit activities, cross-functional coordination with hotel sales, and day-to-day customer service excellence.