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.
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 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 For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this

URL Link:

(https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx). Physical Requirements 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 Requirements

0-15 lbs
: Frequently
16-50 lbs
: Occasionally
51-100 lbs: Never
Over 100 lbs: Never Carrying Requirements
0-15 lbs
: Frequently
16-50 lbs
: Occasionally
51-100 lbs: Never
Over 100 lbs: Never Auditory/Visual Requirements

Close Vision:

Continuously

Distance Vision:

Frequently

Color Vision:

Continuously

Peripheral Vision:

Occasionally

Depth Perception:

Occasionally

Hearing:

Continuously Pushing/Pulling Requirements

0-15 lbs
: Occasionally
16-50 lbs
: Occasionally
51-100 lbs
: Never
Over 100 lbs: Never
Identifies the physical requirements that team members perform without assistance.

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. 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. The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.

Hourly Pay Range:

$18.77 - $24.40 The compensation offered for this role is determined based on the qualifications outlined in the job posting for the specified location. Final compensation is based on a number of factors including location, travel, relevant work experience, or particular skills and expertise. In addition, some positions may be eligible for other compensation such as potential overtime, bonuses or incentives. Encore is committed to providing the best benefits options for our employees and families. Click here to view the benefits options for our employees worldwide. We pride ourselves on cultivating a welcoming culture where every individual is celebrated for their unique strengths and differences. 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Customer Experience Coordinator - Gaylord National Resort & Convention Center, Washington, DC