Client Experience Associate

Job Description Help for Job Description. Opens a new window.

Reports to:

Portfolio Management Manager, Allie King & Portfolio Management Supervisors, Hannah Feran +

Valerie Dawson Location:

Jacksonville, Florida (in-office opportunity) Who we are: JWB Real Estate Capital is not your average real estate company. JWB is staying one step ahead by revolutionizing the industry and providing a one-stop shop for all things real estate. Since 2006, JWB has continued to make a difference in the lives of every individual we encounter. With these fundamentals at the forefront of every business decision, JWB focuses on providing the best experiences for our clients, staff, vendors, and residents.

Office Perks:

• Florida Blue Healthcare Options
• Humana Dental Options
• PTO (10 PTO, 8 sick/unplanned + 9 holidays in year 1)
• Matching program to your charity of choice
• Gym membership reimbursement
• 401K matching (4.5%) program through John Hancock
• Lunch provided daily
• Volunteer & team-building events throughout the year
• Personal & professional development opportunities
• Parental leave
• Childcare reimbursement
• Relaxed business casual work environment

Compensation Package:

$25/Hr

• $4,000 in potential short-term incentives

The Opportunity:

The primary focus of this role is to provide exemplary and mind-blowing customer service to our new and existing client base. The person in this role continues to build our customer service reputation by handling all communications related to the ongoing property management of the home, soliciting referrals, and helping our clients with portfolio expansion. Expectations will include above-and-beyond experiences such as proactive service lines of communication and building a forum for client feedback. What you are great at (Responsibilities):

• Manage a dedicated portfolio of approximately 200 investor clients and 500 rental homes, delivering proactive, above-and-beyond communication and service
• Drive portfolio growth by cultivating a referral
• and repeat-business-focused environment
• Contribute to achieving key team goals: client NPS, retention, referrals, and repeat business
• Build strong, trusted relationships with investors by providing market context, portfolio insights, and clear guidance
• Conduct routine monthly proactive portfolio update calls with every assigned client to discuss property performance, rent status, maintenance activity, and upcoming timelines
• Confidently make outbound calls
• even when not all information is available
• by gathering details, asking strong questions, setting expectations, and driving toward resolution
• Respond quickly and professionally to high-volume inbound communication, maintaining exceptional organization and prioritization
• Communicate updates with clarity and accuracy regarding
• Rent, non-payment of rent
• Maintenance approvals
• Lease ends/ Renewals
• Property Turn Approvals
• Rental updates
• Property site visits upon client request
• De-escalate frustrated clients with empathy, emotional control, and professionalism
• Takes radical ownership of the end-to-end customer journey by proactively identifying service gaps and spearheading innovative, 'outside-the-box' solutions to ensure rapid resolution in high-pressure environments
• Manage accurate and timely account audits and support monthly accounting-related functions
• Collaborate extensively with Property Management, Construction, Sales, and Service Teammates to coordinate timely and accurate property updates
• Seek ongoing growth, development, and process improvement opportunities to enhance client experience and team efficiency
• All other duties as assigned by Portfolio Management Manager AI Translation Assistant Opens in new window