Job Title: Customer Experience Associate
Department: Marketing
Location: Hot Springs Village, Hot Springs, AR
Reports To: Customer Experience Manager
Job Type: Non-Exempt
Job Summary:
The Customer Experience Associate is a front-line representative responsible for providing exceptional support to residents, guests, and visitors in a prestigious gated community. This role handles all methods of contact—including phone, email, online portals, and in-person inquiries—to assist with amenity information, visitor pass issuance, and golf outing reservations. The ideal candidate is personable, detail-oriented, and technology-savvy, with a strong commitment to delivering an outstanding service that reflects the high standards of the community.
Key Responsibilities:
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Greet and assist residents and guests in a courteous and professional manner, ensuring a warm welcome and seamless experience.
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Handle inbound and outbound communication via phone, email, chat, and in-person visits regarding community amenities, rules, and procedures.
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Manage bookings for:
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Visitor entry passes through the community’s designated system or platform.
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Community amenities to include pools, fitness centers, courts, clubhouses, and other recreational areas.
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Golf outings, tee times, and special event coordination in collaboration with the golf department.
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Maintain accurate and up-to-date resident and visitor information within the database or software system.
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Assist with issuing community materials such as maps, brochures, amenity passes, and event flyers.
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Follow up on inquiries or service requests to ensure resolution and satisfaction.
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Communicate community guidelines and policies tactfully and consistently.
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Support community events and activities by providing RSVP management, logistical details, and on-site assistance if needed.
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Escalate concerns or issues appropriately and document interactions for management review.
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Contribute ideas for improving the resident experience and internal efficiency.
Minimum Job Requirements:
Education & Experience:
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High school diploma or GED required; associate or bachelor’s degree preferred.
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1–2 years of customer service, front desk, concierge, or call center experience required.
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Experience in residential communities, hospitality, or golf/recreation facilities is a plus.
Skills & Competencies:
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Strong interpersonal and communication skills (verbal and written).
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Proficiency in Microsoft Office and comfort using CRM systems, visitor management software, or booking platforms.
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Ability to multitask, stay organized, and work well in a fast-paced environment.
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Positive attitude, team-player mentality, and a service-first approach.
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Professional appearance and demeanor.
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Ability to handle confidential information with discretion.
Other Requirements:
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Availability to work flexible shifts, including weekends or holidays as needed.
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Ability to remain seated or standing for extended periods and perform light physical tasks (e.g., lifting 10–15 lbs).
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Must pass a background check and adhere to community safety policies.
Preferred Qualifications:
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Bilingual (Spanish/English) a plus.
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Knowledge of golf scheduling and overall community offering is helpful.
