Client Experience Liaison
1 month ago
Job Title: Client Experience Ambassador
Company: Hopewell Residential Management LP
Reporting to: Senior Director, Marketing & Brand Experience
Job Type: Full-Time
Department: Customer Experience
City: Airdrie
Hopewell Residential Management LP is a leading home builder and community developer in Alberta, with a commitment to operational excellence, thoughtful product design, and customer service excellence. We're seeking a highly qualified Customer Experience Ambassador to join our team in Sawgrass Park, Airdrie.
Key Responsibilities:
- Homeowner Education and Communications: Educate homeowners, set expectations, and deliver timely communications.
- Point of Contact: Provide information, advice, and solutions for community or home-building-related questions and issues.
- Proactive Project/Process Management: Ensure Hopewell's communications, programs, and processes are up-to-date and set the right expectations.
General Responsibilities:
- Act as an ambassador for the community vision, providing information and confidently answering customer questions.
- Serve as the first point of contact for homeowners during the construction of their new Hopewell home.
- Collaborate with the community sales team to develop and implement referral initiatives.
- Display a positive, empathetic, and transparent demeanor with homeowners.
- Follow communication procedures, guidelines, and policies to ensure a consistently positive experience for Hopewell customers.
- Utilize organizational and time management skills to deliver responsive, professional, and accurate customer service.
- Respond to customer inquiries via phone, email, or chat within 24 hours.
- Escalate problematic or urgent issues to management for resolution support.
- Assist in scheduling and attending key appointments and milestones as a Hopewell brand representative.
- Diligently record and log each inquiry and discussion for an accurate record of communications.
- Liaise with the marketing team and assist with customer experience events as required.
- Support the distribution of customer information packages.
- Assist in issue mitigation and conflict resolution by assessing customer needs and providing alternative solutions or services.
- Perform other duties as assigned.
About You:
You're highly organized, open-minded, and process-oriented, with a knack for collaboration. You take pride and ownership in your work, embodying an entrepreneurial spirit and a genuine passion for what you do.
You love people and are a proud ambassador who enjoys working with individuals of different backgrounds and cultures. Doing good work drives you, and you have a talent for balancing customer satisfaction with business success.
Working Conditions:
Travel will be required within the area(s) in which you work and surrounding communities. Hours of work are Tuesday through Saturday, 10 am to 7 pm, with some flexibility if required. Irregular working hours may be required throughout employment term based on event schedule or program needs.
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