Customer Experience Solutions Specialist

🕒 May 2

🏈 Alabama, Florida, +8 more states – Remote

🏈 Alabama – Remote 🐊 Florida – Remote ⚜️ Louisiana – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Hawthorne Residential Partners

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2009

🏠 Real Estate

🤝 B2B

Real Estate • B2B

Hawthorne Residential Partners is a multifamily real estate company specializing in property management, lease-ups, asset repositioning, renovations, and investment management for apartment communities. The firm manages over 64,000 units across more than 275 properties in 110+ cities and emphasizes a resident-focused hospitality culture, integrated services for development and value-add projects, and tailored business plans to maximize property revenue and resident experience.

📋 Description

• The Customer Experience Solutions Specialist (CX Solutions Specialist) plays a key role in shaping and executing the strategy for our core front-of-house technology platforms and CX programs. • This position enhances the resident experience and improves operational efficiency across our communities. • Leveraging expertise in multifamily technology, data-driven insights, and technical acumen, this role optimizes customer-facing platforms to deliver a superior, people-first resident journey. • Additionally, this role helps shape Hawthorne’s voice of customer programs, CRM, survey strategies, and reputation management platforms. • Develop and optimize Hawthorne’s key technology platforms to enhance customer experience and operational efficiency. • Drive product enhancements by prioritizing business needs and staying up to date with the most current product updates and features. • Own the product roadmap for CX platforms, including prioritization, timelines, and feature rollout. • Translate operational and customer needs into clear product requirements and enhancements. • Identify opportunities to streamline workflows and improve system adoption across teams. • Manage survey and reputation strategies and platforms to generate actionable CX insights. • Drive the collection, analysis, and sharing of customer insights to shape strategy and product development. • Monitor trends across feedback channels to proactively identify system gaps or friction points. • Partner with teams to turn insights into actionable improvements within CX platforms. • Serve as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.). • Develop a deep understanding of our customer-facing platforms and technology ecosystem to ensure a holistic approach to customer experience. • Oversee system configuration, setup, and ongoing optimization. • Troubleshoot, analyze, and develop CX platforms to ensure optimal performance. • Lead, train, and participate in technology pilots that support our CX vision. • Respond to and troubleshoot requests submitted through the ticketing system, providing timely resolutions and support across customer experience platforms. • Analyze and report on technology pilots, issues, and CX projects. • Oversee the setup and pilots of CX technologies.

🎯 Requirements

• Educational Background: Bachelor’s degree in Business, Marketing, or a related field preferred but not required. • Experience: 5+ years in software, operations, or Multifamily services. • Analytical & Technical Proficiency: Skilled in data analysis, with technical knowledge of CX platforms and operational systems such as Yardi or Rent Cafe CRM to translate insights into strategic action. • Customer-Centric Mindset: Deep commitment to understanding and advocating for residents’ needs, behaviors, and expectations. • Communication Skills: Excellent written and verbal communication skills, with experience presenting to executive teams and engaging cross-functional stakeholders. • Cross-functional collaboration skills: Experience leading without direct authority.

🏖️ Benefits

• Enjoy Your Time Off: Start with 22 days of vacation, sick, and personal time. • Make an Impact: Enjoy 16 hours of paid volunteer time annually. • Recharge & Celebrate: 10 paid holidays + 1 floating holiday of your choice. • Future Planning: Company 401(k) match to support your financial goals. • Financial Wellness Reimbursement: Resources to support your long-term financial health. • Referral Bonuses: Earn rewards for bringing great talent to the team. • Exclusive Discounts: Access to savings at over 1 million retailers and Hawthorne guest suite discounts. • Comprehensive Onboarding: Feel supported and prepared from day one. • Ongoing Learning: Tailored training programs to help you grow your skills and career. • Career Pathing: Clear, defined progression opportunities. • Hawthorne Cares Fund: Financial assistance available for unexpected emergencies. • Celebrate Success: Participate in annual Sales Rally events and contests. • Education Reimbursement: We invest in your continued learning. • Medical & Vision: Comprehensive plans designed for peace of mind. • Dental & Life Insurance: 100% company-paid coverage. • Paid Family Leave: Maternity, paternity, and adoption leave so you can focus on what matters most. • 24/7/365 Telehealth Access: Connect with doctors anytime, anywhere. • Wellness Incentives: Earn rewards for taking care of your health. • Short-Term & Long-Term Disability Plan: Added protection for life’s unexpected moments. • Leave Bank: Additional paid time off during medical emergencies or natural disasters. • Fitness Reimbursement: Cash toward your gym or fitness membership. • Mental Wellness Tools: Free premium health and wellness subscriptions (a $450 value). • New Parent Perk: One year of free diapers for growing families.*