Customer Experience & Administrative Coordinator

At Highwoods, we focus on providing exceptional experiences for everyone involved - our customers, employees, stakeholders, and local communities. We believe in enhancing the customer experience within our buildings by integrating hospitality and top-notch amenities, creating a work environment that is truly unmatched.

A Day in the Life

As a Customer Experience & Administrative Coordinator, you will be key in creating a welcoming environment and supporting seamless daily operations. This role combines administrative support for the property management team of approximately 2m square feet of Class A Commercial Office building and parking garage in downtown Nashville, with hands-on customer service, including event coordination and operational assistance. You'll represent Highwoods professionally to customers, vendors, and the public while championing efforts to enhance the customer journey and foster a customer-centric culture. This dynamic role requires a high-energy, flexible approach, balancing administrative tasks with proactive engagement across the portfolio.

Work Performed:

Customer Engagement & Experience

• Serve as the customer concierge, ensuring a seamless experience for all customers and visitors.
• Coordinate and support customer events, including food trucks, pop-ups, wellness initiatives, and seasonal activations.
• Conduct Fitness Center tours and manage waiver agreements.
• Maintain an updated calendar of local events and notify customers of street closures or city happenings.
• Periodically visit customers to build relationships and gather feedback.
• Work with the marketing and property management teams on customer communications and engagement strategies.
• Develop relationships with local businesses to secure exclusive perks for customers.
• Manage and oversee reservations for amenity spaces, including conference rooms, social spaces and common areas.

Operations & Administrative Support

• Provide day-to-day administrative support for one or more members of the property management team.
• Conduct monthly property inspections and track action items.
• Monitor and manage janitorial services, ensuring all customer requests are addressed promptly.
• Oversee and follow up on work orders in Prism, tracking completion and resolution.
• Maintain and update customer databases in Prism and Salesforce.
• Assist with invoicing for additional tenant services, such as electric sub-meters and after-hours HVAC requests.
• Assist with fire drills and safety initiatives, including customer appreciation efforts post-drill.
• Support property managers with the operation of all on-site amenities.
• Assist in third-party vendor coordination, scheduling, and service tracking.
• Stay actively engaged and support communication efforts during emergency situations.
• Assist the Property Managers with special projects including budgeting, preparation of monthly reports, and capital expenditures,
• Issue and track building/suite/amenity access cards.
• Assist with move-ins/move-outs and preparing welcome packets.

Job Requirements

• Strong organizational and time management skills with a keen attention to detail
• Excellent written and verbal communication skills, engaging effectively with both technical and non-technical audiences
• Proactive problem solver with a passion for delivering exceptional service
• Exceptional interpersonal skills, with the ability to build positive relationships with customers and teams
• Ability to work independently and collaboratively while staying focused and accountable
• Thrive in a fast-paced, dynamic environment, managing multiple priorities with flexibility, efficiency and poise

Education/Experience

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  Associate's degree required; Bachelor's degree preferred

  
  
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  3+ years of administrative experience, preferably in property management or a related field

  
  
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  1-3 years of relevant customer experience or hospitality experience

  
  
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  Proficiency in Microsoft Office and CRM systems; Salesforce experience is a plus

  
  

Work Environment

This job operates in a professional office setting. This role routinely uses standard office equipment such as computers, phones, scanners, and video conferencing equipment.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

Work is of a general office nature; while performing the duties of this job, the employee is regularly required to talk, hear, and see; required to use arms and hands to reach and handle; typing on a computer keyboard and using a phone required. Ability to read, understand, and to communicate information and ideas clearly in writing and orally required.

The employee may occasionally need to climb, balance, stoop, kneel, or crouch, and lift and/or move up to 30 pounds.