Customer Experience Associate

Job Title:
Customer Experience Associate

Department: Marketing
Location: Hot Springs Village, Hot Springs, AR
Reports To: Customer Experience Manager
Job Type: Non-Exempt

Job Summary:

The Customer Experience Associate is a front-line representative responsible for providing exceptional support to residents, guests, and visitors in a prestigious gated community. This role handles all methods of contact—including phone, email, online portals, and in-person inquiries—to assist with amenity information, visitor pass issuance, and golf outing reservations. The ideal candidate is personable, detail-oriented, and technology-savvy, with a strong commitment to delivering an outstanding service that reflects the high standards of the community.

• Greet and assist residents and guests in a courteous and professional manner, ensuring a warm welcome and seamless experience.
• Handle inbound and outbound communication via phone, email, chat, and in-person visits regarding community amenities, rules, and procedures.
• Manage bookings for:
  • Visitor entry passes through the community’s designated system or platform.
  • Community amenities to include pools, fitness centers, courts, clubhouses, and other recreational areas.
  • Golf outings, tee times, and special event coordination in collaboration with the golf department.
• Maintain accurate and up-to-date resident and visitor information within the database or software system.
• Assist with issuing community materials such as maps, brochures, amenity passes, and event flyers.
• Follow up on inquiries or service requests to ensure resolution and satisfaction.
• Communicate community guidelines and policies tactfully and consistently.
• Support community events and activities by providing RSVP management, logistical details, and on-site assistance if needed.
• Escalate concerns or issues appropriately and document interactions for management review.
• Contribute ideas for improving the resident experience and internal efficiency.

• High school diploma or GED required; associate or bachelor's degree preferred.
• 1-2 years of customer service, front desk, concierge, or call center experience required.
• Experience in residential communities, hospitality, or golf/recreation facilities is a plus.
• Strong interpersonal and communication skills (verbal and written).
• Proficiency in Microsoft Office and comfort using CRM systems, visitor management software, or booking platforms.
• Ability to multitask, stay organized, and work well in a fast-paced environment.
• Positive attitude, team-player mentality, and a service-first approach.
• Professional appearance and demeanor.
• Ability to handle confidential information with discretion.

• Availability to work flexible shifts, including weekends or holidays as needed.
• Ability to remain seated or standing for extended periods and perform light physical tasks (e.g., lifting 10-15 lbs).
• Must pass a background check and adhere to community safety policies.

• Bilingual (Spanish/English) a plus.
• Knowledge of golf scheduling and overall community offering is helpful.