Customer Experience Coordinator

6 months ago

Toronto, Canada Encore Global Full time

**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.
- 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

**Physical Requirements**:

- 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._

**Physical Requirements**

**Hours Per Day**

**Lifting Requirements**

**Frequency**

Sitting

6-8 Hours

Lifting 0 - 15 lbs*

Frequently

Standing

2-3 Hours

Lifting 16 - 50 lbs*

Occasionally

Walking

0-1 Hours

Lifting 51 - 100 lbs

Never

Stooping

0-1 Hours

Lifting Over 100 lbs

Never

Crawling

0-1 Hours

Kneeling

0-1 Hours

**Carrying Requirements**

**Frequency**

Bending

0-1 Hours

Carrying 0 - 15 lbs*

Frequently

Reaching (above your head)

0-1 Hours

Carrying 16 - 50 lbs*

Occasionally

Climbing

0-1 Hours

Carrying 51 - 100 lbs

Never

Grasping

0-1 Hours

Carrying Over 100 lbs

Never

**Auditory/Visual Requirements**

**Frequency**

**Pushing/Pulling Requirements**

**Frequency**

Close Vision

Continuously

Pushing/Pulling 0 - 15 lbs*

Occasionally

Distance Vision

Frequently

Pushing/Pulling 16 - 50 lbs*

Occasionally

Color Vision

Continuously

Pushing/Pulling 51 - 100 lbs*

Never

Peripheral Vision

Occasionally

Pushing/Pulling Over 100 lbs

Never

Depth Perception

Occasionally
- Identifies the physical requirements that team members perform without assistance.

Hearing

Continuously

**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.

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