Community Guide

Schroeder-Manatee Ranch•Lakewood Ranch, FL

9d•Onsite

About The Position

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 New Home 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 New Home 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 New Home Center, as well as via the phone, email, online chat, virtual meetings and at events. They provide succinct 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. They effectively adapt their communication style to fit the customer, the available time, and the format of the interaction. Communication is continued with the consumer via follow-up, with the objective of providing customized community updates, information and resources that directly align with the consumer’s interests

Requirements

Exceptional interpersonal skills, including strong listening abilities
Highly effective communicator, both verbally and in writing, across a variety of platforms and audiences
Demonstrates warmth, professionalism and emotional intelligence
Strategic thinker with the skill to align actions with broader marketing and business objectives
Ability to comply with operating procedures and guidelines (as outlined in the Handbook)
Adaptable to changes in business model and business environment
High level of situational awareness, self-awareness and the ability to remain calm under pressure
Strong time management, with the ability to quickly shift between tasks while maintaining accuracy
Capability to recall and deliver key stats, dates, etc.
Proficient in virtual conferencing tools, with the ability to engage effectively and present using screen sharing
Neat, professional appearance
Team-oriented with a collaborative approach to supporting colleagues and achieving shared goals
Availability to work irregular hours (not Monday – Friday schedule)
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

Responsibilities

Engage with customers across multiple channels (in person, virtual appointments, website, chat, phone advertising lead inquiries, etc.) to identify needs, preferences life stage, community awareness and buying readiness through active listening and effective questioning.
Effectively adapt communication style and delivery based on customers’ needs, cues and time constraints to provide clear concise and relevant information.
Provide tailored recommendations and guidance while sharing relevant information and resources that clarify LWR offerings, highlight the lifestyle, and simplify the home search process and guide them to the next action in the process.
Utilize marketing and presentation tools (e.g., interactive screens, maps, and digital resources) to effectively communicate community features and home options.
Maintain accurate and up-to-date knowledge of all community details, offerings, activities, key dates, and statistics to ensure reliable information is consistently provided.
Build and nurture relationships with prospective buyers to position the New Home Center as a trusted, unbiased resource throughout the homebuying journey.
Send timely, relevant, and personalized follow-up communications that are succinct and reflect customers’ interests, preferences and past interactions.
Consistently provide customized resources and information to support their home search and that facilitates, but does not overwhelm, informed decision-making regarding Lakewood Ranch as their community.
Collect and accurately record detailed consumer information in the CRM system to support internal and external reporting needs.
Utilize CRM follow-up tools to track, manage, and proactively re-engage customers throughout the homebuying journey.
Utilize digital registration tools to capture and maintain accurate customer data in alignment with established processes.
Establish strong relationships with Builder Sales Representatives to facilitate an exchange of information that keeps all up-to-date and aligned with priorities.
Conducts regular village visits to report on development updates, sales and traffic trends, site presentation, etc.
Gathers information useful for LWR marketing, offers LWR resource support, and ensures builders follow LWR marketing program guidelines
Alerts management of builder activity that does not meet LWR customer experience expectations
Participates in targeted Outreach initiatives with key partners to engage prospective and new residents, and build awareness of Info Center resources (i.e. area hotels and rental properties)
Represents Lakewood Ranch at community events, engaging with residents and prospective buyers.
Adapt to and implement operational changes, including new processes, engagement channels, and training approaches
Actively participates in ongoing training to refine customer service abilities and support skill development; applies learned best practices to improve customer service effectiveness and operational performance
Demonstrate initiative during downtime by proactively engaging customers, assist with projects, and support operational needs and enhance skills / knowledge.
Manage and prioritizes daily assignments, meets established deadlines and communicates issues to manager in a timely manner
Coordinate time off in accordance with PTO policies to ensure adequate team coverage and uninterrupted operations.
Represent and protect the LWR brand in all interactions by delivering accurate information, adhering to approved messaging and materials, and maintaining neutrality with builders and realtors
Participates in a collaborative team environment by sharing responsibilities and customer interactions equitably to ensure balanced workload and consistent service coverage
Collaborate with team members to exchange knowledge, insights and customer trends
Contribute to a professional and collaborative team environment by communicating respectfully, supporting all team members, and reinforcing a positive workplace culture.