Coordinator, Customer Experience

Job Description

Working for Equity Residential, a leading multi-family real estate investment trust, means being part of a community and striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we work together. Our portfolio of high-quality properties in urban growth markets – New York City, Boston, Washington DC, Seattle, San Francisco and Los Angeles – provides homes where people most want to live, work and play. We've got the best people in the business, and our experience shows in our dedication to our residents and in how much we value each other as colleagues. That’s why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to make their mark.

The Customer Experience Coordinator supports the execution of customer experience initiatives and national events, aligning with the company’s goals to increase resident satisfaction and engagement. This role supports both the implementation of customer experience projects and execution of national events. The coordinator facilitates project tasks and communicates issues and opportunities related to customer experience to sales leadership and business partners, including onsite team members. This position requires an organized, analytically skilled, and self-motivated individual capable of supporting multiple projects simultaneously and adapting to evolving customer needs. This role reports directly to the Director Sales & Customer Experience and also collaborates with and supports other individuals overseeing and implementing initiatives across the organization, including (but not limited to): Property Management, Marketing, Property Operations, Information Technology, and Organization & Talent Development (OTD).

Please note: This position can be based out of our corporate headquarters in Chicago, however, it will also be considered for the position to be based remotely in another EQR market.

Who You Are

• Organized, Flexible, and Adaptable. You have a keen eye for detail and pride yourself on delivering quality work. You multitask well, re-prioritize accordingly, and meet deadlines consistently. You understand that the world does not exist through black and white lenses and embrace opportunity to live in the gray. You keep your cool during stressful situations, remain resilient, and quickly find solutions. In other words, you are flexible and able to juggle the needs of changing priorities of the business.
• A Collaborator and Trusted Team Player. You enjoy partnering with others —whether internal or external— and build constructive working relationships that foster cooperation in order to get work done and deliver great results. You are united with teammates and follow through on commitments. Through your past experience, you’ve also built skills that help you effectively persuade and gain the support of others.
• A People Person. Building professional and high quality relationships with vendors and area businesses comes naturally to you.
• Creative. You like thinking outside the box to come up with smart solutions to new challenges, and you embrace the opportunity to live in the gray.
• A Strong Communicator. Your writing and speaking skills are clear and effective, helping you connect well with others.
• Comfortable Around Higher Management. You can present information clearly and concisely while building trust and rapport with executives. You understand executive language and thinking.
• Motivated. You invest extra energy to reach your goals.
• Energetic and Positive. You are an outgoing, gregarious brand ambassador who motivates and excites others to elevate their performance.
  
  

What You’ll Do

• Supports the implementation of projects to enhance the resident experience and align with the company’s goals, using project management tools like ClickUp.
• Helps analyze customer feedback and data from technology platforms, including CRM and MRI, to identify trends and areas for improvement.
• Supports the maintenance and distribution of detailed reports on project progress and insights, providing updates to National Sales and Operations Leadership.
• Collaborates with HR Learning and Development to update and manage training materials related to CX projects, ensuring content is available on platforms like echo.
• Supports coordination and documentation of meetings for projects with internal teams and external vendors to enhance team adoption, collaboration and effectiveness.
• Supports responses to all customer experience-related inquiries and support tickets, assisting with communication and resolutions.
• Assist in overseeing the governance of Customer Journey Roadmaps, ensuring they accurately reflect the customer experience strategy and are updated as needed.
• Helps create communication plans to ensure clear, consistent messaging across the organization, enhancing alignment between departments.
• Assists in collaborating with business partners, including IT, Property Operations, and Marketing, to integrate new technologies and processes designed to enhance customer satisfaction.
• Completes community visits to assist with the implementation and training of new technology. Reports findings and recommendations to onsite leadership.
• Assist with special projects and perform additional duties as needed to support the broader goals of the customer experience team and the organization.
• Assists in the development and execution of national events that align with the company’s branding and resident engagement objectives.
• Supports the coordination of event planning, including vendor relations, budget tracking and timeline management to ensure smooth execution of events.
• Maintains a comprehensive event calendar and communicates details to onsite teams.
• Supports the scheduling and coordination between third-party vendors and community managers and acts as a liaison for the onsite team to coordinate event setups.
• Assists in the creation and distribution of event marketing materials, such as emails and brand templates.
• Helps collect participant feedback through post-event surveys.
• Supports social media efforts by organizing pre-event communications and ensuring onsite teams are equipped to take engaging photos.
• Monitors event content posted on social media channels, providing brand guidance and ensuring consistency with corporate standards.
• Participates in events to oversee setup and gather feedback, ensuring adherence to brand standards.
  
  

Requirements

• Bachelor’s degree or equivalent work experience is preferred, with a focus on business.
• 2-4 years of experience in an analytical or operational role.
• Analytical skills are necessary to make recommendations that direct decisions and improve outcomes, with proficiency in Excel and Google Sheets and Forms. Must be proficient in collecting and analyzing data.
• Quickly learns new data collection and management software and is a new adopter of new tools.
• Strong communication and presentation skills, across all mediums.
• Detail-oriented, self-motivated, able to work in a fast-paced environment. Able to support multiple projects and priorities while maintaining excellent organizational skills.
• Ability to engage in local travel and participate in overnight trips up to 4 times per year.
  
  

REWARDS

We recognize everyone has different needs outside of work. That’s why, in addition to a competitive benefits package (medical, dental, vision and paid time off), we offer many unique options to employees, like adoption benefits and paid time off for community service projects. To learn more, view our Total Wellbeing page here.

SALARY

$61,286- $84,268 / year

“The successful candidate's starting pay will be determined based on job-related skills, experience, and qualifications.”

Salary : $61,286 - $84,268