Candidate Profile:

The Client Experience Specialist is responsible for forming strong relationships with and providing exceptional customer service to Travelers Haven guests, properties, and vendors. They will be the lead point of contact for guest matters, do their best to anticipate the guest's needs, and work cross-departmentally to ensure highest client satisfaction. The Client Experience Specialist is expected to thoroughly and efficiently service our guests while they are staying in a Traveler's Haven suite.

Success in the role will be measured primarily by customer satisfaction and incident prevention. The Client Experience Specialist will strive to maintain zero preventable incidents.

Essential Functions:

• Build a strong relationship with guests to ensure trust and satisfaction
• Manages the reservation process from the move in through the move out
• Communicate cross-departmentally to ensure move-ins are executed seamlessly with our internal operations team
• Provide the guest personal touches such as move-in packages or dialogue about how they’re enjoying the housing provided
• Work directly with the guest to make their stay as seamless as possible. This includes rapid issue resolution and personal follow up on all leases
• Maintain consistent communication with the client to ensure the highest level of customer satisfaction and retention
• Negotiate positive outcomes with vendors for our clients when issues arise
• Facilitate the deescalation and resolution of issues throughout the life of the client's lease
• Work directly with internal logistics teams to ensure the clients housing request meets their expectations

Competency:

• A passion for creating & fostering client relationships
• “Client comes first, all else follows” mentality
• Ability to think outside the box for problem-solving and issue resolution
• Capacity to manage multiple projects and activities while paying attention to detail
• Quick decision-making skills and independent judgment to ensure high customer satisfaction

Education and Experience Skills

• 3+ years in client service, logistics, or account management role
• High School diploma or GED required
• College degree strongly preferred
• Strong customer service skills
• Strong organization skills
• Strong written and verbal communication skills