Customer Experience Solutions Specialist

This is a fully remote position, open to applicants in Alabama, +9 more states.

📋 Description

• The Customer Experience Solutions Specialist (CX Solutions Specialist) is instrumental in defining and implementing the strategy for our primary front-of-house technology platforms and customer experience programs.

• This role is focused on enhancing the resident experience and boosting operational efficiency throughout our communities.

• By utilizing knowledge in multifamily technology, data-driven insights, and technical skills, this position optimizes customer-facing platforms to provide an outstanding, people-first resident journey.

• Furthermore, this role contributes to shaping Hawthorne’s voice of customer initiatives, CRM, survey strategies, and reputation management systems.

• Develop and enhance Hawthorne’s essential technology platforms to improve customer experience and operational efficiency.

• Propel product enhancements by prioritizing business requirements and keeping abreast of the latest product updates and functionalities.

• Oversee the product roadmap for CX platforms, including prioritization, timelines, and feature deployment.

• Convert operational and customer requirements into clear product specifications and enhancements.

• Identify chances to streamline workflows and enhance system adoption across various teams.

• Manage survey and reputation strategies and platforms to yield actionable customer experience insights.

• Champion the collection, analysis, and dissemination of customer insights to inform strategy and product development.

• Track trends across feedback channels to proactively pinpoint system gaps or friction points.

• Collaborate with teams to transform insights into actionable improvements within CX platforms.

• Act as the primary subject matter expert for CX platforms (Knock, RentCafe, etc.).

• Cultivate a deep understanding of our customer-facing platforms and technology ecosystem to ensure a comprehensive approach to customer experience.

• Manage system configuration, setup, and continual optimization.

• Troubleshoot, assess, and refine CX platforms to ensure peak performance.

• Lead, train, and engage in technology pilots that align with our customer experience vision.

• Address and resolve requests submitted through the ticketing system, providing timely support across customer experience platforms.

• Analyze and report on technology pilots, challenges, and customer experience projects.

• Supervise the setup and trials of customer experience technologies.

⛳️ Requirements

• Educational Background: A Bachelor’s degree in Business, Marketing, or a related field is preferred but not mandatory.

• Experience: 5+ years in software, operations, or Multifamily services.

• Analytical & Technical Proficiency: Proficient in data analysis, with technical expertise in customer experience platforms and operational systems like Yardi or Rent Cafe CRM to translate insights into strategic actions.

• Customer-Centric Mindset: Strong 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 in 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.*