Customer Experience Specialist

2 weeks ago

Minneapolis, United States Centerspace Full time
Customer Experience SpecialistRemote - Minnesota

Most benefits start - 1st of Month after start date
Quarterly Bonuses and On Call Stipend
Competitive PTO up to 15 Days
11 Paid Holidays (including your birthday)
20% off Rent for Centerspace Rents
Volunteer Time-Off Each Quarter
Paid Parental Leave
Medical/Dental/Vision/Life/AD&D/Disability Benefits
Centerspace Stock Purchase Plan (publicly traded - See NYSE ticker symbol "CSR")
401k match up to 5% match
Tuition Reimbursement

Come join a growing team

Centerspace was founded in Minot, North Dakota, in 1970. You can find our corporate support offices located in Minneapolis, Minnesota and in Minot North Dakota, along with onsite operations in six states. From Denver, CO to Minneapolis, MN, our company continues to grow throughout the Midwest, proudly providing apartment homes to thousands of residents, extending our vision to be the premier provider of apartment homes in vibrant communities by focusing on integrity and serving others. Centerspace is built around our employees.  Our Mission and Vision unites our employees as one team.

Key Responsibilities:

Online Reputation Management:Collaborate with the Director of Centralized Services to devise and implement strategies to enhance our online reputation.Monitor online reviews and social media channels for trends, providing feedback and proposed action plans where appropriate.Coordinate and provide reporting on contests and other incentives on customer engagement and satisfaction.Feedback Collection and Analysis:Collect and analyze feedback from surveys and other mechanisms to measure customer satisfaction and engagement.Prepare detailed reports and dashboards to track key customer experience metrics.Secret Shopping Program:Coordinate the company’s secret shopping program, including placing orders and tracking progress.Conduct performance evaluation calls with secret shoppers and compile actionable insights for improvement as assigned.Training Facilitation:Support the development of training materials and facilitation of training sessions related to sales techniques, leasing processes, and customer service standards.Ensure team members are equipped with the knowledge and skills necessary to deliver exceptional customer experience.Policy and Procedure Development:Assist in the development and maintenance of Standard Operating Procedures (SOPs) and reference guides pertaining to sales, leasing, and customer service.Ensure materials are up-to-date and accessible to all relevant stakeholders.Leasing and Resident Communication: Supports initiatives designed to optimize leasing and customer communication during the sales process.Develops regular resident touchpoints such as holiday announcements and special events, important announcements, etc. to keep residents informed and engaged. Delivery methods may include email, resident portal, social media or other channels.

Qualifications:

Proven experience in leasing, property management or closely related customer service role with a minimum of 1-3 years of experience.Strong analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy.Excellent communication and interpersonal skills.Proficiency in using CRM software, survey tools, and Microsoft Office Suite (Excel, PowerPoint, Word).Ability to work effectively both independently and as part of a team.

Preferred Qualifications:

Experience with online reputation management and social media monitoring.Familiarity with secret shopping programs and performance evaluation methodologies.Training facilitation experience, particularly in sales or customer service sectors.Bachelor’s degree Marketing, Communications, Education or a related field.

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