Customer Experience Specialist

Balfour Beatty Communities; Frederick (MD); On-site; USD 60,174,000 - 65,904,000; Full time

Benefits offered by this job

Discretionary bonuses

Medical and Dental Insurance

Health Savings / Dependent Care

401K with employer match

Paid time off including sick, holidays

Volunteer days

Life insurance

Job summary

Balfour Beatty Communities is hiring a Customer Experience Specialist in Frederick, MD to drive exceptional living experiences for residents. You will engage with prospects, guide applicants through leasing, and ensure a seamless move-in process while maintaining a welcoming property environment.

The role emphasizes resident satisfaction, inquiry management, and coordination of events, with a focus on delivering premium service and accurate information about communities and policies.

Qualifications

• Minimum 1 year of customer service experience; property management or hospitality experience preferred.
• Strong people management and leadership skills.
• Excellent interpersonal and communication skills.
• Experience with Microsoft Office suite (Outlook, Word, Excel).
• Valid driver’s license with safe driving record required.

Responsibilities

• Respond to all community inquiries with professionalism and in line with policies.
• Deliver high resident experience through consistent, positive interactions.
• Attract new prospects and manage inquiries to convert them into residents.
• Follow up with qualified prospects per company policy.
• Assist with leasing, move-in, renewal, and move-out processes.
• Conduct property showings and prepare units for occupancy.
• Coordinate events and Lifeworks activities as needed.
• Understand lease agreements and community policies.

Skills

Customer service

Hospitality

Microsoft Office

Communication

Education

High School diploma or GED

Tools

Microsoft Office

Job description

Who We Are

At Balfour Beatty Communities, we are dedicated to a singular mission: delivering the quality communities people are proud to call home. We believe exceptional living experiences can only be created when

• Discretionary bonuses
• Medical and Dental Insurance 1st of the month following employment
• Health, Flexible Spending and Dependent Care Accounts
• 401K plan with employer matching
• Robust PTO to include, sick, floating holidays, vacation, and personal days
• 2 Volunteer Days per year
• Company paid short-term and long- term disability, parental leave.
• And more!

Who We Are

At Balfour Beatty Communities, we are dedicated to a singular mission: delivering the quality communities people are proud to call home. We believe exceptional living experiences can only be created when We Care—about our residents, our partners, our communities and each other. Our culture of caring drives every aspect of our business, guiding us to always do the right thing and build meaningful connections as we fulfill the needs of our residents and partners with sincerity, empathy and creativity.

Our Benefits

• Discretionary bonuses
• Medical and Dental Insurance 1st of the month following employment
• Health, Flexible Spending and Dependent Care Accounts
• Company paid life insurance
• 401K plan with employer matching
• Robust PTO to include, sick, floating holidays, vacation, and personal days
• 2 Volunteer Days per year
• Company paid short-term and long- term disability, parental leave.
• And more!

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.

Pay Rate: $21.00 - 23.00 hr.*

• This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. We may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, any collective bargaining agreements, and business or organizational needs. No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, incentive, or any other form of compensation that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company's sole discretion, consistent with the law and any applicable plan documents.

Balfour Beatty is an equal opportunity employer that recognizes the value of a diverse workforce. All qualified individuals will receive consideration for employment without regard to race, color, age, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, genetic information, or any other criteria protected by federal, state or local law