76 Customer Experience Specialist Jobs in Denver, CO
REDPEAK is Hiring a Customer Experience Specialist Near Denver, CO
In this role, you will oversee customer service activity for both our physical and online operations by fielding questions and resolving issues in ways that produce satisfied, returning customers who will share their experiences with friends and family and assist in delivering the RedPeak values of Earning the Reputation and Doing it With Style. You will serve as a primary point of contact and communicate directly with individuals seeking resolution, assistance, or information regarding various aspects of their residential living experience. From ensuring clients reaching out regarding apartment availability or their touring experience are assisted and taken care of to addressing customer complaints and ongoing concerns, you will be THE person to ensure residents are able to reach a human when in need and instrumental in maintaining a positive, 5-star review worthy experience for all.
The individual successful in this role must be comfortable with high volume phone interactions, followed by text, email and future communication platforms, as well as be comfortable utilizing technology platforms and assisting individuals using the tech in their living experience.
The ideal candidate will be equipped to work in a fast-paced environment, communicate with empathy, kindness, and brevity, maintain a high level of attention to detail and composure and be a high-level creative problem solver.
Key Responsibilities
Customer Experience 40%
- Serve as a support point of contact for residents experiencing issues or concerns, including ongoing service issues, billing inquiries, general complaints, and other misc. questions.
- Listen actively to resident concerns, empathize with their experiences, communicate in a kind and thoughtful way and work diligently to find prompt and satisfactory resolutions.
- Reduce customer churn through identification of at-risk customers to ensure proactive intervention and targeted retention efforts.
- Serve as crisis communication support to communities experiencing short staffing, or other quality control challenges.
- Provide excellent customer service to all incoming calls, reflecting our commitment to exceptional experiences.
- Coordinate Resident Appreciation Day and assist with all RedPeak team member events.
- Monitor and respond to all reviews, both positive and negative, within a 48-hour period and serve as the official RedPeak voice in review response.
- Work diligently and tenaciously with on-site teams and Portfolio Directors/Regional Managers to find resolution to negative reviews and provide weekly and monthly review recaps, noting review trends in specific buildings or areas and opportunities for improvement.
- Identify policy and or procedures resulting in resident confusion and provide clarity in messaging.
- Coordinate recognition efforts for positive reviews.
- Work with our marketing department to highlight positive customer experiences.
- Represent the voice of the customer internally, providing an informed point of view regarding customer needs and pain points, and prioritizing themes across the entire portfolio to influence the product roadmap.
- Provide support in ensuring prospective residents have an immediate means of communication during the tour process.
- Monitor CRM for leads that need assistance or additional follow up and support.
- Spot check lead response for quality control and additional training purposes.
- Gather customer feedback to ensure alignment with needs and expectations.
- Educate residents on community policies, procedures, and resources available, and assist them in finding and utilizing online portals, programs and resources designed for efficiency and ease of use.
- Calm the confusion of resident technology rollouts by serving as the connection between people and technology platforms. This may include helping residents navigate a new portal to pay rent, for example.
- Comfortable tackling ambiguous problems, ability to break down problems in logical parts, brainstorm solutions and iterate on them. Must be able to decipher problems vs. requested solutions from resident feedback.
- A team player who can work well within the team and collaborate cross-functionally, to individuals in the field, as well as Home Office team members.
- An excellent communicator who is efficient and effective with customers and colleagues via phone, email, text and in-person and can mindfully help customers understand and utilize technology platforms during roll-out and utilization using stated platforms for communication.
- Understands the use of a CRM for business processes.
- A motivated self-starter who thrives on prioritization, resolution, and follow-through.
- Passionately creative in mindset and can adapt quickly to evolving business needs.
- Ability to empathize and articulate verbally to engage and inspire customers.
- Provide excellent customer service for all incoming calls, reflecting our commitment to exceptional experiences with an innate desire to produce quality outcomes and a willingness to press through ambiguity or barriers. Values results over activity.
- Is comfortable utilizing phone, email, and text (all three) to communicate the way our customers prefer.
- High level personal and professional ethics
- 2-4 years of Customer Service experience, bachelor’s degree, or equivalent property management experience
- Strong Microsoft Office skills
- Positive attitude and growth mindset
- Takes initiative and delivers results with minimal supervision.
- Strong analytical skills & attention to detail
- Ability to clearly & concisely communicate in the English language, written and verbal, with excellent grammatical and spelling skills and with users in different roles and with varying skill sets.
- Great benefits, including full medical, dental, vision, employer-paid short-term disability
- Competitive 401(k) company match; fully vested at day one of eligibility
- 8 paid holidays AND your a day off for your birthday.
- Generous PTO
- Rent discounts
- RedPeak Student Debt Repayment Program
- Make Your Mark Scholarship Fund administered by the Denver Foundation
- 50% or up to $75 monthly health club reimbursement and wellness programs
- Cell phone reimbursement
- Team Member Recognition Program
- Ongoing training
Compensation - $65,000 - $70,000 w/ bonus potential
Job Summary
Full Time
$81k-108k (estimate)
05/22/2024
07/16/2024
redpeak.com
DENVER, CO
50 - 100
2001
CHRIS ABERMAPHY
$10M - $50M
Related Companies
About REDPEAK
Our commitment to the community goes well beyond general management. We own and operate each property in our portfolio, and take responsibility for overseeing every success. Our goal is for team members, residents and visitors to feel the difference our level of commitment can make to the everyday experience. By creating distinctive living environments through teamwork, attention to detail and a consistent big-picture mindset regarding our impact on the environment and the community at large, we are able to successfully make the uncommon common in apartment living. Denver is more than just ou...r company headquarters, its where we live, where we choose to raise our families and celebrate day to day moments. We care about our home - in fact, our entire focus about fostering community. We strive to find the right balance of social, environmental and economic priorities that are key to long-term success. At RedPeak, we understand that it takes great people to be successful. Thats why we work to create a fun, family focused, honest and energetic atmosphere where company culture is centered on people thriving. Simply put, when our team members feel like they are taken care of, they are happy to come to work each day. When our team is happy, they make sure our residents are happy. That is our goal. Maybe thats why weve been voted one of Denvers TOP WORK PLACES consecutively for SIX YEARS. We offer the best benefits in the industry (think: competitive salaries, free medical insurance, PTO, an exceptional 401K program), support our teams desire to learn and grow, and take pride in each employees high level of job satisfaction. Were really proud to be one of the most progressive companies in the nation, and we own it our commitment to each property, the larger community, the integrity and culture of RedPeak, and every resulting success.
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The following is the career advancement route for Customer Experience Specialist positions, which can be used as a reference in future career path planning. As a Customer Experience Specialist, it can be promoted into senior positions as a Customer Experience Manager that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Experience Specialist. You can explore the career advancement for a Customer Experience Specialist below and select your interested title to get hiring information.
If you are interested in becoming a Customer Experience Specialist, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Experience Specialist for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Customer Experience Specialist job description and responsibilities
Provide an exceptional customer experience through all channels, providing a personalized experience whenever possible.
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Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Customer Experience Specialist jobs
Customer experience specialist job description get to make a difference every single time they go to work.
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Exercise good service and business judgment with end goal of customer satisfaction.
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Step 3: View the best colleges and universities for Customer Experience Specialist.
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