Client Experience Associate

Client Experience Associate

Reports to: Portfolio Management Manager, Allie King & Portfolio Management Supervisors, Hannah Feran Valerie Dawson

Location: Jacksonville, Florida (in-office opportunity)

Who we are:

JWB Real Estate Capital is not your average real estate company. JWB is staying one step ahead by revolutionizing the industry and providing a one-stop shop for all things real estate. Since 2006, JWB has continued to make a difference in the lives of every individual we encounter. With these fundamentals at the forefront of every business decision, JWB focuses on providing the best experiences for our clients, staff, vendors, and residents.

Office Perks:

• Florida Blue Healthcare Options
• Humana Dental Options
• PTO (10 PTO, 8 sick/unplanned 9 holidays in year 1)
• Matching program to your charity of choice
• Gym membership reimbursement
• 401K matching (4.5%) program through John Hancock
• Lunch provided daily
• Volunteer & team-building events throughout the year
• Personal & professional development opportunities
• Parental leave
• Childcare reimbursement
• Relaxed business casual work environment

Compensation Package:

$25/Hr

• $4,000 in potential short-term incentives

= $52-$56K total compensation

The Opportunity:

The primary focus of this role is to provide exemplary and mind-blowing customer service to our new and existing client base. The person in this role continues to build our customer service reputation by handling all communications related to the ongoing property management of the home, soliciting referrals, and helping our clients with portfolio expansion. Expectations will include above-and-beyond experiences such as proactive service lines of communication and building a forum for client feedback.

What you are great at (Responsibilities):

• Manage a dedicated portfolio of approximately 200 investor clients and 500 rental homes, delivering proactive, above-and-beyond communication and service
• Drive portfolio growth by cultivating a referral- and repeat‑business-focused environment
• Contribute to achieving key team goals: client NPS, retention, referrals, and repeat business
• Build strong, trusted relationships with investors by providing market context, portfolio insights, and clear guidance
• Conduct routine monthly proactive portfolio update calls with every assigned client to discuss property performance, rent status, maintenance activity, and upcoming timelines
• Confidently make outbound calls- even when not all information is available - by gathering details, asking strong questions, setting expectations, and driving toward resolution
• Respond quickly and professionally to high-volume inbound communication, maintaining exceptional organization and prioritization
• Communicate updates with clarity and accuracy regarding
• Rent, non-payment of rent
• Maintenance approvals
• Lease ends/ Renewals
• Property Turn Approvals
• Rental updates
• Property site visits upon client request
• De-escalate frustrated clients with empathy, emotional control, and professionalism
• Takes radical ownership of the end-to-end customer journey by proactively identifying service gaps and spearheading innovative, 'outside-the-box' solutions to ensure rapid resolution in high-pressure environments
• Manage accurate and timely account audits and support monthly accounting-related functions
• Collaborate extensively with Property Management, Construction, Sales, and Service Teammates to coordinate timely and accurate property updates
• Seek ongoing growth, development, and process improvement opportunities to enhance client experience and team efficiency
• All other duties as assigned by Portfolio Management Manager

What you have already achieved (Requirements):

• High School Diploma required; College Degree preferred (minimum 2 years)
• Strong performance on Predictive Index assessment (administered after application submission)
• 2 years of experience in account management, client success, sales support, high-volume customer service, or a similar client-facing role
• Exceptional written and verbal communication skills; confident, professional phone presence required
• Demonstrated ability to thrive in a fast-paced, high-volume environment while managing heavy inbox traffic and competing priorities
• Strong emotional control and resilience; ability to de-escalate clients and navigate challenging conversations without taking feedback personally
• Highly organized, detail-oriented, and capable of managing multiple tasks simultaneously
• Tech‑savvy with the ability to quickly learn new systems, tools, and processes
• Comfortable making outbound calls, driving conversations, and working through ambiguity
• Strong analytical ability and comfort evaluating property performance, timelines, and portfolio considerations
• Results-oriented team player with a high level of self-motivation, initiative, and accountability
• Strong integrity, professionalism, and ability to exercise sound judgment
• Flexibility to adapt to process changes for the betterment of client experience, team productivity, and operational success
• Demonstrated effective and efficient decision-making skills

Time Commitment: 8:30a-5p EST Monday-Friday

Pay: $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• On-the-job training
• Paid time off
• Parental leave

Work Location: In person

Benefits:

Salary : $25 - $4,000