Customer Experience Specialist

Balfour Beatty Communities; East Meadow (NY); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Balfour Beatty Communities is seeking a Customer Experience Specialist to deliver exceptional living experiences across marketing, leasing, and resident engagement. You will work with prospects, applicants, and residents to help find the best home and guide them through application, leasing, move-in, renewal, or move-out processes.

The role focuses on responding to inquiries, creating welcoming property showings, and coordinating Lifeworks events, while maintaining knowledge of lease agreements

Qualifications

• High School diploma or GED required with customer service experience.
• Experience in Property Management or Hospitality preferred.
• Strong interpersonal and communication skills; professional demeanor.

Responsibilities

• Respond to all community inquiries with exceptional service.
• Deliver resident experience through professional, positive interactions.
• Attract prospects and manage inquiries to convert leads.
• Follow up with qualified prospects per policy.
• Renew residents at lease end where required.
• Monitor waitlist and address applicant needs.
• Prepare property for daily showings and conduct visits.
• Perform move-in/move-out inspections using company software.
• Coordinate Lifeworks events and activities as required.
• Understand lease agreements and community policies to assist residents.
• Conduct market surveys to compare competition.
• Understand company software usage and policies.

Skills

Customer service

People management

Communication

Interpersonal skills

Education

High School diploma or GED

Tools

Microsoft Office

Job description

About the role

A Customer Experience Specialist is integral to delivering exceptional living experiences, with responsibility for a wide variety of property marketing, sales, and customer engagement activities. First impressions about our communities often start with our Customer Experience Specialists—the community ambassadors creating buzz and excitement about the property and the exceptional living experience we deliver. In this customer experience and sales role you will be working with prospects, applicants, and current residents to assist finding the absolute best home for their unique needs and create exceptional living experience during their residency with robust engagement. In addition, guiding them through the application, leasing, move-in, renewal, or move-out processes.

What you'll be doing

• Manage and respond to all community inquiries, in accordance to our Exceptional Living Policies
• Deliver the highest level of resident experience and satisfaction through responsive, consistent, positive, and professional interactions.
• Create Exceptional Living experiences during every customer and resident encounter.
• Attract new prospects to become future residents, through outreach and advertising using our unique selling features. Manage and respond to all community inquiries.
• Follow up with all qualified prospects, in accordance to our company Exceptional Living policy.
• Responsible to renew residents at end of lease terms where required.
• Monitor, communicate and manage the prospective resident waitlist, in accordance with company policy.
• Inspect the property on a regular basis to identify any deficiencies or issues that need to be addressed.
• Create memorable first impressions by preparing property for daily showings, including opening/closing model units and amenities.
• Conduct pre-inspections on move-ins to ensure homes ready for occupancy, as well as move-out inspections using company software.
• Create, coordinate, attend and assist with Lifeworks events and activities as required
• Be knowledgeable of community lease agreement and community policies so you can assist with resident needs and inquiries.
• Conduct Market Surveys to compare competition weaknesses and advantages.
• Understand company software usage and policies.

Typical Physical Demands: Regularly use hands to manipulate tools, controls, phones and computer keyboard. Frequently stand, reach with hands and arms, climb, balance, and stoop. Sit and stand to do clerical work. Regularly lift and move office supplies up to 20 lbs.

Typical Work Conditions: Work is performed in an office. Employee frequently interacts directly with community management, facilities management, residents and other staff members during the workday.

Who we’re looking for

• High School diploma or GED required.
• Minimum of one (1) year of customer service skills. Property Management or Hospitality experience preferred
• Strong people management and leadership skills
• Solid interpersonal, customer relations and communication skills
• Experience in Microsoft Office – Outlook, Word Excel
• Possession of a valid state issued Driver’s License and safe driving record are required.

Balfour Beatty Communities is part of Balfour Beatty Investments and Balfour Beatty, plc, an international group that finances, develops, builds and maintains infrastructure assets.

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