Remote Coordinator, Customer Experience

2 weeks ago

Chicago, United States Equity Residential Full time

Working for Equity Residential, a leading multi-family real estate investment trust, means being part of a community and striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we work together. Our portfolio of high-quality properties in urban growth markets New York City, Boston, Washington DC, Seattle, San Francisco and Los Angeles provides homes where people most want to live, work and play. We've got the best people in the business, and our experience shows in our dedication to our residents and in how much we value each other as colleagues. That s why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to make their mark.

The Customer Experience Coordinator supports the execution of customer experience initiatives and national events, aligning with the company s goals to increase resident satisfaction and engagement. This role supports both the implementation of customer experience projects and execution of national events. The coordinator facilitates project tasks and communicates issues and opportunities related to customer experience to sales leadership and business partners, including onsite team members. This position requires an organized, analytically skilled, and self-motivated individual capable of supporting multiple projects simultaneously and adapting to evolving customer needs. This role reports directly to the Director Sales & Customer Experience and also collaborates with and supports other individuals overseeing and implementing initiatives across the organization, including (but not limited to): Property Management, Marketing, Property Operations, Information Technology, and Organization & Talent Development (OTD).

**Please note: This position can be based out of our corporate headquarters in Chicago, however, it will also be considered for the position to be based in another market where Equity Residential has a regional office.**

**WHO YOU ARE**
- **
Organized, Flexible, and Adaptable. **You have a keen eye for detail and pride yourself on delivering quality work. You multitask well, re-prioritize accordingly, and meet deadlines consistently. You understand that the world does not exist through black and white lenses and embrace opportunity to live in the gray. You keep your cool during stressful situations, remain resilient, and quickly find solutions. In other words, you are flexible and able to juggle the needs of changing priorities of the business.
- **
A Collaborator and Trusted Team Player.** You enjoy partnering with others whether internal or external and build constructive working relationships that foster cooperation in order to get work done and deliver great results. You are united with teammates and follow through on commitments. Through your past experience, you ve also built skills that help you effectively persuade and gain the support of others.
- **
A People Person. **Building professional and high quality relationships with vendors and area businesses comes naturally to you.
- **Creative. **You like thinking outside the box to come up with smart solutions to new challenges, and you embrace the opportunity to live in the gray.
- **A Strong Communicator. **Your writing and speaking skills are clear and effective, helping you connect well with others.
- **Comfortable Around Higher Management.** You can present information clearly and concisely while building trust and rapport with executives. You understand executive language and thinking.
- **Motivated. **You invest extra energy to reach your goals.
- **
Energetic and Positive. **You are an outgoing, gregarious brand ambassador who motivates and excites others to elevate their performance.

**WHAT YOU LL DO
- Supports the implementation of projects to enhance the resident experience and align with the company s goals, using project management tools like ClickUp.
- Helps analyze customer feedback and data from technology platforms, including CRM and MRI, to identify trends and areas for improvement.
- Supports the maintenance and distribution of detailed reports on project progress and insights, providing updates to National Sales and Operations Leadership.
- Collaborates with HR Learning and Development to update and manage training materials related to CX projects, ensuring content is available on platforms like echo.
- Supports coordination and documentation of meetings for projects with internal teams and external vendors to enhance team adoption, collaboration and effectiveness.
- Supports responses to all customer experience-related inquiries and support tickets, assisting with communication and resolutions.
- Assist in overseeing the governance of Customer Journey Roadmaps, ensuring they accurately reflect the customer experience strategy and are updated as needed.
- Helps create communication

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