Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®.  At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life.

The Customer Experience Specialist creates brand experiences across the business and ensures exceptional services are continuously provided to all customers across all channels and platforms. Demonstrates the ability to efficiently interact with customers, understands their business goals and objectives, pain points, and aligns them with other business functions or internal departmental key stakeholders such as property management, sales, information technology (IT), customer service teams, and maintenance to find solutions. Ensures that the reputation of the business is favorable in the eye of the public by analyzing and managing the organizational reputation across the media and the internet. Executes meaningful responses that further the goals of the company’s online strategy and improves the reputation of the business. Works under moderate supervision. Problems are typically of a routine nature but may at times require interpretation or deviation from standard procedures. Communicates information that requires some explanation or interpretation.

Responsibilities:

• Monitors social channels for reviews, comments, and complaints regarding the company. Researches and responds to reviews in an engaging and timely manner and coordinates with appropriate departments to resolve tenant issues.

• Assists management with the development and implementation of marketing outreach initiatives through bulk e-mail campaigns and other channels to prospective and current tenants.

• Creates internal cases for complaints and manages the case up to the resolution. Escalated and/or more complex cases receives guidance and coaching from management.

• Ensures customer satisfaction on social media and escalates situations and/or complex issues to the respective departments as needed.

• Monitors comments and complaints to identify trends for potential improvements and new avenues of customer outreach and interaction.

• Develops and delivers custom analytics regarding online behavior of future and current tenants as well as standardized reporting on effective marketing efforts.

  Requirements:

• Bachelor’s Degree in English, Communications, Marketing, Media, and Liberal Arts, and/or related field required

• Minimum 3 years of experience in Marketing, Communications, Customer Service, and/or related field.

• Intermediate knowledge and experience with social media channels such as Facebook, Twitter, Instagram, Pinterest, YouTube, and Vines.

• Intermediate knowledge and experience in using a CRM (Salesforce, Dynamics365).

• Intermediate knowledge and experience in Google My Business and Google Analytics (or similar analytics program).

• Novice knowledge and experience with business intelligence tools (Tableau, Power Bi).

• Intermediate data entry/typing skills.

• Intermediate experience in social media listening, insights tools, analytics, reporting.

  Build your career with us:

  At AMH, we know what it takes to feel at home. That’s not just our product; it’s also our culture. We work to maintain a people-first culture of trust, belonging, and inclusion, where our employees are empowered to collaborate and take initiative. If you’re ready to elevate your career, we hope you'll consider making your home with us. Apply today and a member of our Talent Acquisition team will reach out soon! To learn more about our workplace, please visit amh.com/careers. #LI-SC1, #LI-Hybrid

  CA Privacy Notice: To learn more about what information we collect when you apply for a job, and how we use that information, please see our CA Job Applicant Privacy Notice found at http://employeeprivacy.amh.com/ (https://ejpe.fa.us6.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_1/pages/8009)