Customer Experience Coordinator

Customer Experience Coordinator

At Highwoods, we focus on providing exceptional experiences for everyone involved our customers, employees, stakeholders, and local communities. We believe in enhancing the customer experience within our buildings by integrating hospitality and top-notch amenities, creating a work environment that is truly unmatched. Highwoods Properties is a publicly traded real estate investment trust (REIT) committed to owning, developing, and managing high-quality office spaces in thriving business districts. We believe that flexible office space is a key amenity for our customers, offering them the ability to scale as their business needs evolve.

The Customer Experience Coordinator serves as the first point of contact and operational support resource for our Downtown Raleigh corporate office. This role is ideal for someone who takes pride in creating a welcoming environment, supporting daily office operations, and delivering responsive service to customers, visitors, vendors, and teammates. The Customer Experience Coordinator will manage front-office activity, support administrative and facility-related needs, and provide dependable coverage for customer-facing processes. The ideal candidate is organized, proactive, polished, and comfortable balancing routine responsibilities with real-time customer and operational needs.

Key Responsibilities

• Serve as the first point of contact for all incoming visitors, clients, and vendors. Maintain a highly professional reception environment, handle guest registration, and promptly notify internal parties of arrivals.
• Manage the central multi-line phone system. Answer general inquiries, route calls to appropriate departments, and deliver clear, solutions-oriented customer service to both technical and non-technical audiences.
• Monitor and respond to intercom communications from parking garage gates. Assist drivers navigating Highwoods parking equipment and manage online customer systems.
• Manage inventory and replenishment for all office, kitchen, and breakroom supplies, ensuring expenditures align with localized budgets.
• Maintain the cleanliness, organization, and visual standards of all common and corporate areas. Input office work orders and monitor janitorial performance.
• Oversee all incoming and outgoing mail, corporate packages, and express shipping services.
• Accurately code operational invoices for corporate routing, maintain office seating charts, and assist with general document control and digital archiving.
• Provide foundational administrative support for various customer experience initiatives led by the department.
• Assist with basic website updates, internal digital signage, and content verification to ensure Highwoods' localized digital presence remains accurate and engaging.
• Coordinate and verify shared conference space reservations, ensuring proper room setup and technological readiness for corporate meetings.
• Maintain active cross-training with customer experience and parking teammates to serve as a reliable, seamless extension of their roles. Step in proactively to support customer needs and manage shared administrative tasks when teammates are out of the office or require operational assistance.

Education/Experience

• High school diploma or equivalent; Associate's or Bachelor's degree preferred
• 13 years of related administrative, corporate reception, or customer service experience/training
• Intermediate proficiency with MS Office suite, including Word, Excel, and PowerPoint, is required
• Comfort adapting to new corporate software platforms
• Previous experience with real estate work order management systems, including Prism or Building Engines, or CRM platforms such as Salesforce 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.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.