Customer Experience Specialist

Customer Experience Specialist – Balfour Beatty Communities

At Balfour Beatty Communities, we are dedicated to delivering quality communities people are proud to call home. In this role, you will serve as the front‑line ambassador, assisting prospects, applicants, and current residents throughout the leasing cycle and ensuring an exceptional living experience.

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

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. In this customer experience and sales role you will work with prospects, applicants, and current residents to help them find the absolute best home for their unique needs and create a superior living experience throughout their residency.

• Manage and respond to all community inquiries in accordance with 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.
• Follow up with all qualified prospects in accordance with our Exceptional Living policy.
• Responsible for renewing residents at the end of lease terms, where required.
• Monitor, communicate, and manage the prospective resident waitlist in accordance with company policy.
• Inspect the property regularly to identify any deficiencies or issues that need to be addressed.
• Prepare the property for daily showings, including opening/closing model units and amenities.
• Conduct pre‑inspections on move‑ins and move‑outs using company software.
• Create, coordinate, attend, and assist with Lifeworks events and activities as required.
• Be knowledgeable of community lease agreements and community policies to assist residents’ 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. Employees frequently interact directly with community management, facilities management, residents, and other staff members during the workday.

• High School diploma or GED required.
• Minimum of one 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; safe driving record required.

Entry level

Full‑time

Other