Customer Relocation Specialist

Job DetailsLevel ExperiencedRemote Type Optional Work from HomePosition Type Full TimeDescription

About Our Company

BH is a vertically integrated multifamily owner and operator with corporate offices in Des Moines and Dallas. We believe that our people are what elevates us, that trust fosters innovation, and that doing business the right way is the best way. With a performance-driven culture and tech-forward approach, we ve grown to become one of the largest multifamily companies in the United States. Recently named Best Workplace for Women , Best Workplaces for Diversity and Best Workplace for Millennials by Fortune Magazine, BH Companies is strengthened by more than 2,400 employees across the United States.

Who We Are

The team at BH is passionate about reimagining the leasing and resident experience in the multifamily industry. We are a welcoming band of go-getters who think big, sweat the details, and we take our work (but never ourselves) too seriously. We set our sights high, own our mistakes, and turn lemons into lemonade. We are incredibly proud of where we ve come and are ready to tackle what s next. Come join us!

Role Overview

As a Customer Relocation Specialist, you have a big responsibility helping future BH residents find their future home by phone, email, and chat. For some customers this may mean answering questions, pre-qualifying based on the rental criteria, and scheduling a tour at one of our communities, or performing a virtual tour on the spot. But for others it could mean understanding where they are in their search, providing options for BH communities in their market of interest, narrowing down selections, and scheduling tours at multiple communities. The tricky part? You won t know which is which when helping start their search! But that s okay – you are a leasing and relocation expert ready to help our prospects find their future home with BH.

This is a brand-new role for BH s in-house contact center. We re looking for the best & brightest leasing consultants in the game. Only rock stars need apply.

Our Customer Relocation Specialists are often the customer s first point-of-contact with BH when starting their search, and you are responsible for making a fantastic first impression to jump-start their journey with BH. To help you along the way, you ll have an incredibly strong support system to lean on, reporting to the Director of Customer Experience and Contact Center Services and working alongside members of the BH Marketing Team to deliver wildly awesome service every day.

And when you think things can be done better, you aren t afraid to go off mute and share your thoughts. You bring a unique set of experiences to the table and your opinion is valued so let s work together to deliver delight to our BH prospects.

Your Average Day

Where

• This is a remote opportunity (except for Colorado and New York at this time) so get ready to flourish in your environment of choice!

• If you prefer to work from home, go for it. If you would like to work out of our Regional offices in either Des Moines, IA or Dallas, TX, that works too.

• Your departmental leadership is fully remote, and we can work around your preferences.

When

• Our contact center is open 7 days a week, starting at 8am EST on weekdays and 9am EST on weekends. Customer Relocation Specialists will have staggered shifts (mornings and afternoons) on weekdays with alternating weekend coverage.

• Just like your location, we want you to be setup for success and are happy to work around your schedule as much as possible to set hours that work for you and our communities.

• You ll work with your Team Lead to set a monthly schedule.

What

• Your day will be spent managing the prospect queue in CRM, fielding phone calls, emails, text messages, and chats from future BH residents.

• You may be the prospect s first point of contact, or you could be picking up a conversation where it last left off. Either way, you re a communication pro ready to assist where needed to help our customers find their future home.

• Your daily tasks will be assigned by your Team Lead, who helps manage Customer Relocation Specialist queues.

• Along the way, you ll become an in-house expert on our major markets to help future residents refine their search while cross-selling multiple BH communities. Those markets may be close to you, or they may be across the country as our portfolio grows.

• You will also help refine our community pages in CRM, to ensure you have the information you need to be setup for success. Do you see a change that could help make your job easier? We want to hear about it.

How

• You will receive ongoing training on the BH leasing process, customer experience trends, and market conditions, and CRM updates to ensure you are setup for success in every conversation.

• Scripts are your starting point, but we want your personality to shine through. We ll ask that you embody our customer service philosophy, while making it your own. Show our future residents that BH is defined by our people.

• You deliver wildly awesome service every day. You embody the BH culture and our promise to make living with BH, mean living more. And often times, that starts with you.

What We Ask of You

• 3+ years in a sales or leasing position, working with prospective residents to find their future home.
• Track record of excellence in onsite leasing efforts. We ll want to hear about how and when you went above & beyond in your sales experience.
• Proven communication and record keeping skills. We want you to talk the talk, but also make sure it s recorded for your fellow team members to run with when needed.
• Service-focused attitude. leaving a positive impression on every interaction.
• Flexibility. You will be one of the first Customer Relocation Specialists on the BH team and we will learn things along the way. Know that your feedback is needed and although responsibilities can shift, but we are in this together.
• Your best. We know it s hard to bring 100% every day but bring us your best and know that you ll have a team there when things get tough.
• Ability to work alternating schedules in a positive work environment. You may be called upon to shift from mornings to afternoons or cover alternating Saturdays. We ll be conscious of your hours and out-of-office responsibilities, and we ask that you communicate those to us to ensure we are all setup for success. That also means making sure you have a suitable work environment and stable internet connection when working from home.

Equal Opportunity Employer. Drug Free workplace. Employment is contingent upon successful completion of a background check and drug screening