Customer Experience Specialist

About the role
A Customer Experience Specialist is integral to delivering exceptional living experiences by managing property marketing, sales, and customer engagement activities. The role involves working with prospects, applicants, and current residents to help them find the best home for their needs, guide them through the application, leasing, move‑in, renewal, and move‑out processes, and create memorable first impressions that reflect our community’s unique value proposition.

Benefits

Discretionary bonuses

Medical and Dental Insurance (first of the month following employment)

Health, Flexible Spending and Dependent Care Accounts

401(k) plan with employer matching

Robust PTO including sick, floating holidays, vacation, and personal days

2 volunteer days per year

Company‑paid short‑term and long‑term disability, parental leave

And more!

What you’ll be doing

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 by outreach and advertising using our unique selling features.

Follow up with all qualified prospects in line with company policy.

Renew residents at the end of lease terms where required.

Monitor, communicate, and manage the prospective resident wait‑list in accordance with company policy.

Inspect the property regularly to identify deficiencies or issues that need to be addressed.

Prepare the property for daily showings, including opening/closing model units and amenities.

Conduct pre‑inspections at move‑ins to ensure homes are ready for occupancy and move‑out inspections using company software.

Co‑ordinate, attend, and assist with Lifeworks events and activities as required.

Maintain knowledge of community lease agreements and policies to assist with resident needs and inquiries.

Conduct market surveys to compare competition weaknesses and advantages.

Understand and utilize company software 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. The 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 experience; 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 with a safe driving record.

Company Information
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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