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    Customer Experience Coordinator - Toronto, Canada - Encore Canada

    Encore Canada
    Encore Canada Toronto, Canada

    Found in: Talent CA C2 - 2 days ago

    Default job background
    Description

    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.
  • 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

    • 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 lbs*

    Frequently

    Standing

    2-3 Hours

    Lifting 16 – 50 lbs*

    Occasionally

    Walking

    0-1 Hours

    Lifting 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 lbs*

    Frequently

    Reaching (above your head)

    0-1 Hours

    Carrying 16 – 50 lbs*

    Occasionally

    Climbing

    0-1 Hours

    Carrying lbs

    Never

    Grasping

    0-1 Hours

    Carrying Over 100 lbs

    Never

    Auditory/Visual Requirements

    Frequency

    Pushing/Pulling Requirements

    Frequency

    Close Vision

    Continuously

    Pushing/Pulling lbs*

    Occasionally

    Distance Vision

    Frequently

    Pushing/Pulling 16 – 50 lbs*

    Occasionally

    Color Vision

    Continuously

    Pushing/Pulling 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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