POSITION SUMMARY:Lakewood Ranch is today the fastest-selling multi-generational community in the United States because it offers a rich and textured life simply not available anywhere else. The Information Center is part of a larger marketing effort to communicate the benefits of our size, superb location, economic vitality, lifestyle offerings, and neighborhood choices. The position of Community Guide resides within the Information Center and is responsible for providing prospective, new and current residents the exact information they need to be able to call Lakewood Ranch home. This requires listening to and truly engaging with the customer to understand their needs, preferences and aspirations, leveraging marketing tools to customize information, and fostering relationships in a manner that leads to desired results—purchase of a home in Lakewood Ranch or remaining high on the buyer's consideration list by providing tailored information. Information is provided on the lifestyle found in Lakewood Ranch, the variety of activities and amenities, the different villages and builders, and differentiating attributes of the community. Community Guides interact with consumers at the Information Center, as well as via the phone, email, online chat, virtual meetings and at events. They provide information to consumers via written communication, informative discussion, and interactive screen presentations of the community. Community Guides are expected to be warm, gracious and welcoming in each interaction. Communication is continued with the consumer, with the objective of providing customized community updates, information and resources that directly align with the consumer's interests.WORK SCHEDULE:
Mondays 9:30 am – 3 pm
Tuesdays 9:30 am – 3 pm
Sundays 11:30 am – 4 pm
Saturdays, as needed (varies)
Additional hours for meetings and special event coverage.
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.
SKILLS & REQUIREMENTS:
Exceptional interpersonal and customer relation skills, including strong listening skills
Excellent verbal and written communication skills in all channels
High level of self-awareness and ability to remain calm under pressure
Adaptable to changes in business model and business environment
Capability to recall and deliver key stats, dates, etc.
Records accurate and timely information in CRM database for internal and external reporting needs
Demonstrates ability to use and be personable on Virtual Conference tools with screen sharing
Capable of managing high volumes of communication while multi-tasking
Understanding of sales and marketing processes
Neat, professional appearance
Team oriented
Ability to work irregular hours
Realtors are encouraged to apply; however, please note that real estate transactions cannot be conducted while in this position. Your real estate license will be required to be inactivated.WORK ENVIRONMENT: This position will primarily be based at the Lakewood Ranch Information Center (IC) on Main Street, a fully open space office environment. This position will be expected to spend time onsite, at SMR HQ, in the field visiting builders and other Outreach partners.LWR Communities offers competitive salary commensurate with skills and experience. LWR Communities is a Drug Free Workplace. If offered a job, candidates will need to successfully pass a pre-employment drug test. Please note that the company Drug Free Workplace policy includes reasonable suspicion, post-accident, and random testing.LWR Communities is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, sexual orientation, protected veteran status, disability, age, or other legally protected status.