Customer Experience Specialist

Newport News, VA, USA|

Job Overview

Benefits

Discretionary bonuses

Medical insurance

Dental Insurance

health spending accounts

Life insurance

401K plan with Employer Matching

Paid Time Off

Volunteer days

short-term disability

long-term disability

Parental leave

Job Description

Balfour Beatty Communities is a leading real estate investment, development, and management company committed to creating and maintaining exceptional residential communities. As part of Balfour Beatty Investments and the international Balfour Beatty plc group, the organization leverages a global footprint and extensive expertise to deliver high-quality living environments for residents. The company prides itself on a culture rooted in genuine care and responsibility toward residents, partners, and employees, ensuring every interaction is guided by empathy, integrity, and a commitment to excellence. This dedication translates into vibrant communities where individuals and families feel proud to call home, supported by thoughtful services and amenities that enhance their quality of life.

The role of Customer Experience Specialist at Balfour Beatty Communities is vital to this mission. As a community ambassador, the specialist ensures prospects, applicants, and current residents receive outstanding service throughout their entire journey. From initial inquiries to lease renewals and move-outs, this position is dedicated to fostering exceptional living experiences using a mix of marketing, sales, and customer engagement strategies. The specialist’s responsibilities include managing community inquiries, creating buzz and excitement around the property’s unique features, assisting residents with applications and leasing processes, and maintaining strong communication to ensure resident satisfaction. This role demands a customer-focused approach to build meaningful connections and deliver personalized service that aligns with the company's exceptional living policies.

A successful Customer Experience Specialist thrives in a collaborative environment requiring strong interpersonal and leadership skills, proficient use of technology, and a willingness to engage in community events and activities. The position offers a diverse workload including conducting market surveys, performing property inspections, supporting move-in and move-out processes, and coordinating lease renewals. Physical aspects of the job involve both clerical duties and active engagement in property tours and events. Typical working conditions are office-based but require frequent interaction with residents, management, and facilities teams.

Overall, this full-time role presents an excellent opportunity to grow within a reputable company dedicated to enriching people’s lives through exceptional community living. With a competitive benefits package including medical, dental, life insurance, 401K, generous paid time off, and volunteer days, Balfour Beatty Communities invites motivated candidates passionate about customer experience and residential property management to join their team and contribute to building welcoming, thriving neighborhoods.

Job Requirements

High school diploma or GED required
Minimum of one year of customer service skills
Property management or hospitality experience preferred
Strong people management and leadership skills
Solid interpersonal, customer relations and communication skills
Experience in Microsoft Office including Outlook, Word, and Excel
Possession of a valid state issued driver’s license and safe driving record required

Job Qualifications

High school diploma or GED
Minimum of one year of customer service skills
Property management or hospitality experience preferred
Strong people management and leadership skills
Solid interpersonal, customer relations and communication skills
Experience in Microsoft Office including Outlook, Word, and Excel
Possession of a valid state issued driver’s license and safe driving record

Job Duties

Manage and respond to all community inquiries in accordance to 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 to become future residents through outreach and advertising using our unique selling features
Follow up with all qualified prospects in accordance to our company exceptional living policy
Responsible to renew residents at end of lease terms where required
Monitor, communicate and manage the prospective resident waitlist in accordance with company policy
Inspect the property on a regular basis to identify any deficiencies or issues that need to be addressed
Create memorable first impressions by preparing property for daily showings including opening/closing model units and amenities
Conduct pre-inspections on move-ins to ensure homes ready for occupancy as well as move-out inspections using company software
Create, coordinate, attend and assist with Lifeworks events and activities as required
Be knowledgeable of community lease agreement and community policies so you can assist with resident needs and inquiries
Conduct market surveys to compare competition weaknesses and advantages
Understand company software usage and policies