Customer Experience Associate

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: Greet and assist residents and guests in a courteous and professional manner, ensuring a warm welcome and seamless experience. Handle inbound and outbound communication via phone, email, chat, and in-person visits regarding community amenities, rules, and procedures. Manage bookings for: Visitor entry passes through the community’s designated system or platform. Community amenities to include pools, fitness centers, courts, clubhouses, and other recreational areas. Golf outings, tee times, and special event coordination in collaboration with the golf department. Maintain accurate and up-to-date resident and visitor information within the database or software system. Assist with issuing community materials such as maps, brochures, amenity passes, and event flyers. Follow up on inquiries or service requests to ensure resolution and satisfaction. Communicate community guidelines and policies tactfully and consistently. Support community events and activities by providing RSVP management, logistical details, and on-site assistance if needed. Escalate concerns or issues appropriately and document interactions for management review. Contribute ideas for improving the resident experience and internal efficiency. Education & Experience: High school diploma or GED required; associate or bachelor's degree preferred. 1-2 years of customer service, front desk, concierge, or call center experience required. Experience in residential communities, hospitality, or golf/recreation facilities is a plus. Strong interpersonal and communication skills (verbal and written). Proficiency in Microsoft Office and comfort using CRM systems, visitor management software, or booking platforms. Ability to multitask, stay organized, and work well in a fast-paced environment. Positive attitude, team-player mentality, and a service-first approach. Professional appearance and demeanor. Ability to handle confidential information with discretion. Other Requirements: Availability to work flexible shifts, including weekends or holidays as needed. Ability to remain seated or standing for extended periods and perform light physical tasks (e.g., lifting 10-15 lbs). Must pass a background check and adhere to community safety policies. Preferred Qualifications: Bilingual (Spanish/English) a plus. Knowledge of golf scheduling and overall community offering is helpful. #J-18808-Ljbffr Hot Springs Village