Customer Experience Coordinator - Four Seasons Hotel Chicago

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.

• Acknowledge and interact with customers while maintaining a pleasant and professional image.
• Build relationships with customers to establish trust and open communication.
• Proactively identify potential issues and provide solutions to clients’ 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 Pre Con 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 the appropriate venue partner team for resolution.

• High school diploma required; associate degree preferred.
• 1+ year 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 100, 200 & 300 certifications to be obtained within 90 days.
• Ability to multi-task and work well under pressure.

• Hospitality
• Ownership

• Instills trust
• Safety conscious

• Action oriented

• Ability to prioritize

• Communicates effectively

• 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

• 0‑15 lbs:
  Frequently
• 16‑50 lbs:
  Occasionally
• 51‑100 lbs:
  Never
• Over 100 lbs:
  Never

• 0‑15 lbs:
  Frequently
• 16‑50 lbs:
  Occasionally
• 51‑100 lbs:
  Never
• Over 100 lbs:
  Never

• Close vision: continuously
• Distance vision: frequently
• Color vision: continuously
• Peripheral vision: occasionally
• Depth perception: occasionally
• Hearing: continuously

• 0‑15 lbs:
  Occasionally
• 16‑50 lbs:
  Occasionally
• 51‑100 lbs:
  Never
• Over 100 lbs:
  Never

Hotel/convention center environment with moderate exposure to outdoor temperatures and to dirt, sand and/or dust. Conditions vary from moderately quiet to noisy volumes. Employees may be asked to work in multiple hotel locations. Work times include irregular hours and on‑call status including days, evenings, weekends, and holidays. Employees must adhere to appearance guidelines as defined by Encore.

The above information is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. Management reserves the right to revise the job or require different tasks as assigned.

Hourly pay range: $17.21 – $22.37. Compensation is based on qualifications, location, travel, skills, and may include overtime, bonuses, or incentives.

Encore provides benefits options for employees and families. Employees are encouraged to review benefits available for their location.