Customer Experience Coordinator - Sheraton Dallas

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.

• 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 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 appropriate venue partner team for resolution.

• 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

• 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

Team members must meet the physical demands listed below to successfully perform essential job functions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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

• Lifting: 0-15 lbs frequently; 16-50 lbs occasionally; 51-100 lbs never; over 100 lbs never
• Carrying: 0-15 lbs frequently; 16-50 lbs occasionally; 51-100 lbs never; over 100 lbs never
• Hearing and Vision:
  Close Vision, Distance Vision, Color Vision, Peripheral Vision, Depth Perception
• Auditory:
  Hearing continuously

Hotel environment with varying conditions. Work may be in multiple locations, with irregular hours and on-call status including days, evenings, weekends, and holidays. Appearance guidelines apply as defined by Encore or by the venue represented.

The above information describes the current job and is not an exhaustive list of duties. Management reserves the right to revise the job or assign other duties as needed.

Hourly Pay Range: $15.64 - $20.33

Encore is committed to providing the best benefits options for our employees and families. Details are available on our benefits pages.

We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences.