Customer Experience Coordinator – KPMG Lakehouse, Lake Nona, FL

The Customer Experience Coordinator will act as liaison between Encore, venue, and customer, providing information and support in a professional and friendly manner while building relationships to ensure a high-quality experience.

Requirements

• Acknowledge and interact with customers
• 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
• 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 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
• Demonstrate knowledge of hotel and facility services
• Coordinate and communicate any customer concerns with appropriate venue partner team for resolution