Customer Experience Specialist

Highwoods is seeking an energetic, organized, and adaptable Customer Experience Specialist to support customer service strategies, community engagement, and operational excellence across our Raleigh portfolio. This role balances front-line customer support with program coordination, communications, data maintenance, and systems enablement.

The Customer Experience Specialist will work closely with property teams, vendors, customers, and internal partners to support consistent, high-quality customer experience. The ideal candidate is service-minded, digitally confident, and able to move seamlessly between daily customer needs and broader CX initiatives.

Responsibilities:

• Manage customer service requests across phone, email, chat, and web channels, delivering a high-touch experience for all building customers.
• Monitor and manage customer requests through the Prism platform, routing work orders to the appropriate maintenance or field personnel efficiently.
• Follow up directly with customers and property teams to confirm that maintenance requests, facility issues, and inquiries are resolved satisfactorily.
• Oversee and coordinate reservations for common areas, shared amenity spaces, and conference rooms.
• Partner with vendors, property management teams, and security personnel to communicate and resolve urgent property needs swiftly.
• Support the onboarding and ongoing training of property teams on core platforms, specifically Prism and Salesforce, championing best practices in data integrity, consistent system usage, workflow efficiency, and system adoption.
• Act as super user and primary contact for the Prism platform. Take ownership of setting up new user accounts, configuring settings, and troubleshooting system issues for property teams.
• Pull comprehensive reports and compile actionable summaries from Prism, including facility inspections, work order metrics, and customer satisfaction surveys, to track operational performance and highlight trends.
• Actively gather feedback from customers and internal teammates, such as Property Managers, to identify system friction points. Collaborate on solutions to continuously improve how teams utilize these platforms and how customers interact with them.
• Maintain and update external and internal websites, specifically utilizing Wix and other digital platforms, supported by strong computer literacy and digital acumen.
• Translate engagement and amenity concepts into structured, repeatable templates and playbooks, including event frameworks and food and beverage guidelines, for portfolio-wide execution.
• Support the structure of all programs and engagement standards for straightforward adoption by onsite teams to maintain Highwoods brand consistency.
• Draft, design, and distribute routine building announcements, customer newsletters, digital signage updates, and comprehensive welcome materials for onboarding new customers.
• Serve as the primary operational backup for the Customer Experience Administrator. During planned or unplanned absences, fully assume front-desk operations, including multi-line phone management, guest greeting, mail services, and parking gate assistance.

Job Requirements:

• Strong time management and organizational skills with acute attention to detail and a checklist-driven mindset.
• Exceptional written and verbal communication skills, with the capability to interface professionally with customers, vendors, and corporate leaders.
• An adaptable and solutions-oriented mindset, remaining calm and effective when handling shifting priorities or urgent property scenarios.
• Ability to balance broader project coordination and tracking with daily, front-line task execution.

EDUCATION/EXPERIENCE:

• High school diploma or equivalent certificate required; Associate's or Bachelor's degree preferred.
• 1-3 years of experience in property management support, corporate hospitality, or professional customer service roles.
• Strong comfort level with technology, including reliable proficiency in Microsoft Office, specifically Word, Excel, and PowerPoint.
• Direct experience utilizing CRM systems, such as Salesforce, and work order platforms, such as Prism, is highly preferred

Work Environment/Physical Demands:

This job operates in a professional office environment, as well as throughout a variety of properties. May be exposed to construction sites and various weather conditions. This role routinely uses standard office equipment such as computers, scanners, phones, and video conferencing equipment. While performing the duties of this job, the employee is regularly required to talk, hear, see, sit, stand, and walk for prolonged periods of time; use hands to finger, handle and feel; and reach with hands and arms. The employee may occasionally need to climb, balance, bend, and crouch. Must be able to inspect all areas of the property, including roof and basement. The employee may occasionally lift, push, or pull up to 25 pounds. Ability to read, understand and to communicate information and ideas clearly in writing and orally required.