Job Summary/Overview
At Colen Built Development, we stand for quality, value, and exceptional service. The Experience Liaison is a pivotal role dedicated to creating exceptional experiences for every guest while upholding our mission of service, human values, and sustainable development. As a part of our dynamic team, you will embody our world-class philosophy by ensuring positivity, professionalism, and meaningful engagement with all residents, visitors, and coworkers.
Essential Duties and Responsibilities
The following statements describe the principal functions of this position and the scope of responsibility but should not be considered an all-inclusive listing of work requirements. Individuals may be expected to perform other duties as assigned, including working in different areas to cover absences or balance the workload. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
Customer Relations & Experience:
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Greet all visitors warmly and enthusiastically, ensuring an excellent first impression.
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Maintain a professional and positive demeanor with all residents, visitors, and co-workers.
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Deliver world-class customer service with energy, professionalism, and a commitment to excellence.
Operational Tasks:
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Open and close the Welcome Centers and/or Model Center(s).
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Register and check in guests using assigned software.
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Manage daily tasks such as traffic reports, emails, gate passes, and visitation updates.
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Assist the Specialists with appointments, updates, reporting tasks, preparing closing gifts, community tours, and buyer services.
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Assist Property Management with guest registration, check-ins, key distribution and returns, recording payments, and submitting checks to accounting.
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Assist Discovery Stay program with check ins and check outs.
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Perform administrative duties, including calendar updates, report emails, key and vehicle log management, and assemble marketing materials and publications as requested.
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Maintain and restock the coffee bar and bake cookies.
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Uphold cleanliness and organization in common areas and facilities.
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Provide coverage and operational support at multiple Welcome Centers and or Model Centers.
Event Coordination & Special Projects:
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Assist with developing, organizing, and executing special events.
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Handle the pickup or delivery of supplies, marketing materials, or other items as directed.
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Remain flexible with scheduling and work hours, including weekends, evenings, and holidays.
Safety & Compliance:
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Ensure all operational procedures comply with company safety standards.
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Support management in maintaining accurate logs and documentation related to compliance and daily operations.
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First Aid and CPR certification (company provides the training)
Other Duties:
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Perform additional administrative and support duties as assigned to ensure smooth operations.
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Maintain a personal and professional commitment to achieving set goals.
Qualifications (Education, Experience, Technical Skills)
Education and Experience:
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High School Diploma or equivalent required,
- 3+ years of experience in a similar position preferred
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Previous customer service experience required
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Previous experience in a home sales environment preferred
Skills and Knowledge:
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Must be able to read, write and understand English and have strong verbal and written communication and listening skills
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Extensive software skills, including Microsoft Office, and internet research abilities
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Knowledge of sales and customer service best practices
- Ability to operate a motor vehicle, including multiple passenger transit vans
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Must have a high level of attention to detail, be able to read maps and locate home sites
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Must have time management skills and the ability to multi-task
- Must exhibit stress tolerance while maintaining a positive attitude
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Ability to handle a varying amount of walk-in traffic as well as a multi-line phone system
- Ability to work effectively in a team setting and be able to efficiently to meet deadlines
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Must be energetic, driven, and focused on delivering a ‘world’ class customer experience on every interaction with the ability to establish rapport and cultivate relationships easily
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Ability to solve problems, determine needs and achieve results without close supervision
Personal Attributes:
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Honesty and integrity
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Self-starter and reliable
- Inquisitive and detail-oriented
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Positive attitude and a proactive approach to challenges.
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Commitment to teamwork and collaboration with a focus on making others’ days brighter.
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Enthusiasm for creating fun, energizing work environments.
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Fully present and engaged in interactions with customers and colleagues.
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Dedication to upholding the company’s mission and values
World-Class Philosophy:
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Choose Your Attitude: Set a positive tone for your day and interactions.
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Play: Foster creativity and energy through fun and engagement.
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Make Their Day: Create meaningful and memorable moments for customers and coworkers.
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Be There: Stay fully present and attentive to others’ needs.
By embodying these principles, the Experience Liaison helps create a vibrant and fulfilling work environment, ensuring lasting impacts on the lives of those we serve.
