Customer Experience Representative - MHV

With a culture of recognition and reputation for excellence, ELS is the ideal organization in which to develop a long and successful career!

ELS is hiring for the position of Customer Experience Representative - MHV in Grand Rapids, Michigan.

Objectives of this role

● Own the entire relationship with assigned clients, including onboarding, implementation, training, adoption, retention, and satisfaction

● Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services

● Develop and maintain customer-success strategies and best practices, as well as customer-support content, with help from the creative team

● Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings

● Maintain existing customer-success metrics and data as directed

Responsibilities

● Serve as day-to-day contact for assigned accounts, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both

● Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

● Facilitate interaction and workflow among project team members, including third-party service providers, to ensure timely deliverables

● Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings

● Prepare documentation or visuals of campaign performance for client; analyze trends in CSAT and NPS scores to identify areas for improvement

● Work with sales and marketing teams to boost customer referrals and develop case studies

In return for your excellent skills and abilities, we offer a comprehensive benefits package including: medical, dental, and vision plans, a generous 401(k) employer match, and paid vacations, holidays, and sick time.

We invite you to visit our web site at www.equitylifestyleproperties.com for additional information regarding our exceptional resort communities.

As an Equal Opportunity Employer, we welcome and thank all applicants.