Lakewood Ranch

ESSENTIAL FUNCTIONS/RESPONSIBILITIES: Customer Service and Customer Focus Positively interacts with customers across channels (in person, virtual appointments, website, chat, phone advertising lead inquiries, etc.). Stays up to date on the community’s development Collects and records detailed, accurate consumer information in CRM database for internal and external reporting needs Communication Builds relationships with consumers so they see us as a relevant, unbiased resource throughout the buying process Uses approved talking points and approved LWR collateral Evaluates consumers’ activity and interests to determine proper customized follow up communications. Sends personalized follow up communications within set timeframes that: Helps the customer further understand LWR offerings to declutter the buying process Shares up-to-date information on the community’s development Provides information and guidance that helps a prospect decide to make Lakewood Ranch their community Gives a roadmap and resources for exploring home options and helps them continue their home search Community Collaborations and Connections Establishes strong relationships with Builder Sales Representatives to facilitate an exchange of information that keeps all up-to-date and aligned on priorities. Conducts regular village visits and reports on development updates, sales and traffic trends, etc. Gathers information useful for LWR marketing, and ensures builders follow LWR marketing program guidelines Alerts management of builder activity that does not meet customer experience expectations Participates in targeted Outreach initiatives with key partners to engage prospective and new residents, and build awareness of Info Center resources Represents Lakewood Ranch at community events Stays up to date on all community information and activities, including specific stats and dates Teamwork Shows tactful, compassionate behavior that considers the needs of others Collaborates with other team members to share own knowledge and expertise (including insights and trends on consumer activity) Assumes an equitable share of tasks/projects with other team members Creates a positive atmosphere which encourages others to achieve Demonstrates cooperation and values contributions made by others Organization and Time Management Prioritizes assignments and keeps supervisor informed of issues when needed Completes projects within set timeframes Shows initiative on projects/tasks for the Information Center Company alignment Represents SMR, the developer of LWR, as a marketing agent for the community Understands and acts in accordance with SMR company vision and company core values Communicates and protects the LWR brand by presenting facts, following approved positioning and talking points, and ensuring neutrality with builders and realtors.