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Customer Experience Coordinator - Audio Visual - Ritz-Carlton Naples Beach Resort

East Naples, Florida Job ID: CUSTO027884

Overview

Our technicians enjoy the opportunities to work with innovative and cutting-edge technology on a daily basis. From setting equipment as elaborate as an LED wall to simply ensuring cable is properly run through the venue, our Technicians are the foundation of the events we build and bring to life. They ensure that each event is flawlessly executed, and work with the rest of the team to setup and strike down each event in a timely manner. At Encore, customer satisfaction is our highest priority, our Technicians play an integral part in establishing a positive relationship with each of our clients.

  • Full Time
  • Travel: Minimal (if any)
  • Glassdoor Reviews and Company Rating

Success Profile

Here are some of the top qualities that will help you achieve success in this role:

  • Customer Focus
  • Desire to Learn
  • Drive Results
  • Technical Aptitude
  • Responsiveness
  • Hospitality

Other Important Traits

  • Communicator,
  • Team Player,
  • Organized,
  • Enthusiastic,
  • Versatile,
  • Self-starter,
  • Multi-tasker,
  • Efficient,
  • Safety Conscious,
  • Professional

The ability to put on the big shows that my hotel plans out or to teach the incoming technicians how to make these shows happen is why I really like the hustle and bustle of my day-to-day as a Technical Lead.

Miguel

Technical Lead

Purpose, Mission and Core Values

Pyramid of Core Values

Purpose

How we strive to impact the world

Connecting & Inspire

Mission

What we do every day

Invaluable partner on our customer's journey

Values

What drives the way we work

Deliver world-class service. See the big picture. Value people. Drive results. Do the right thing.

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Rewards

  • Paid Time Off

    Vacation Days
    Paid Holidays
    Floating Holidays
    Sick/Personal Days

  • Benefits

    To see all benefits available, click here.

  • Rewards/Incentives

    Premium Recognition Program (CenterStage)
    Performance Incentive Plans (GEI Bonus)
    Employee Referral Program
    Annual Merit

  • Training & Development

    Classroom/On the Job Training
    Encore University
    Career Pathing.

  • Mobility

    Relocation
    Global Transfer Opportunities

*Benefits eligibility varies upon position and/or full/part time status.

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Responsibilities

Job ID CUSTO027884 Date posted 02/09/2024

Position Overview

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

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). 

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.

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Benefits

You’ll find some of the best rewards in the industry – from comprehensive insurance options and generous PTO to a company-matching 401(k).

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