Customer Support Specialist

Customer Support Specialist

We are seeking a highly motivated Customer Support Specialist to join our awesome team here at Fairlawn! The ideal candidate will embody Fairlawn's core values: Be Kind, Own It, Be Flexible, and Always Improve.

The Customer Support Specialist will work with the leasing team to provide top-notch customer service while helping prospective residents find their perfect home. The ideal candidate will have superior attention to detail, be ambitious and self-motivated to directly handle a wide range of administrative activities.

What will you do?

• Exemplify the core values of Be Kind, Be Flexible, Own It and Always Improve
• Deliver excellent phone, text and email communications to customers
• Respond to all inquiries via multiple channels
• Serve as a resource for tenants as front-line customer service
• Perform timely follow-up with customers to ensure the highest-quality service and to build customer relationships
• Resolve issues directly as much as possible and escalate to appropriate team members as needed
• Provide a great customer experience through outstanding service and cost consciousness
• Learn and ensure compliance with all Fair Housing Laws including local, state, and federal housing regulations (We provide training)
• Pivot, roll up your sleeves and jump in where needed!

Why should you work here?

• Competitive Pay. We are ready to invest in you!
• Additional monthly or quarterly incentive pay for meeting goals and supporting property performance
• Medical, Dental, Vision, and Life Insurance to access care for positive health outcomes and your overall wellbeing
• Employee sponsored benefits including Short Term Disability, Life Insurance, Critical Illness, Accident, Flexible Spending, and H.S.A. Accounts to avoid costly medical expenses due to gaps and ensure that all your medical needs are met
• 401(k) Retirement Plan with Match to invest in your future wealth and retirement
• Paid Vacation, Sick Leave, and Holiday Pay to help you reset and come back rejuvenated and refreshed
• Company events to promote team cohesion
• Wellness Days to focus on being your best self. We want you to have time to disconnect and recharge in a way that works for you
• The opportunity to work for a growing organization where you are valued and can have a direct impact
• Quarterly off-site meetings with your manager to celebrate wins, issue solve and ensure you are set up for success. Plus, the process is rewarding, and the results are great for your career

Requirements

Who you are We'd love to hear from you if you:

• Have at least 2 years of customer service experience
• Have a high school diploma or GED (associate's degree preferred)
• Are proficient with relevant technology (e.g., Microsoft Office, AppFolio, Outlook) and can easily adapt to changing technology
• Can work overtime as needed during high demand times and capacity shortages
• Demonstrate superior attention to detail, high energy and a positive attitude
• Have an ability to give and receive real-time feedback with a positive mindset
• Have a proven ability to multi-task and succeed in a very fast-paced environment
• Embody our core values: Be Kind, Be Flexible, Own It and Always Improve

Some additional things you will need:

• Valid driver's license and dependable transportation. Limited in-town usage of personal vehicle for errands, any out-of-county personal mileage reimbursed at the Federal rate
• Availability to work longer hours and weekends during prime leasing season and turnover (specific dates vary from year to year)
• Must be able to perform the physical functions of the position, not limited to ability to walk properties, complete physical inspections, deliver resident communications and show properties

Fairlawn is a vertically integrated firm specializing in real estate investment, management, and development. Based in Chicago and Champaign, Illinois, we have a more than 10-year track record in value-add projects, development, student housing, and build-to-rent communities. With a portfolio of approximately 5,750 units and $900 million in assets under management, Fairlawn has established a strong presence across Illinois, Indiana, and Kentucky. We are actively expanding into additional Midwest markets.

We are seeking candidates who demonstrate a strong alignment with the requirements listed above. While meeting all qualifications is preferred, we understand that exceptional candidates may bring comparable experience and skills to the table including prior experience at Fairlawn. We value diversity of thought and experience, and we are committed to considering all applicants [internal and external] and to identifying and selecting the most qualified applicant for the role.

Depending on the role requirements, offers of employment may be contingent upon one or more of the following: employment history verification, criminal background check, motor vehicle record check, education verification, or credit check.

Our company uses the Entrepreneurial Operating System (EOS) to run and help grow our business the tools from EOS contribute to finding the right people and putting them in the right roles, effectively solving issues as they arise, and building a culture of accountability. In short, it gets everyone on the same page and working toward the same goals. If you have an ownership mindset and take pride in all the details, joining our team may be perfect for you!

We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other characteristic protected by law.