Customer Support Specialist

Customer Support Specialist

Location:

Champaign, IL

We are seeking a highly motivated Customer Support Specialist to join our awesome team here at Fairlawn! The ideal candidate will embody Fairlawn’s core values:
Be Kind, Own It, Be Flexible, and Always Improve.

• Exemplify the core values of Be Kind, Be Flexible, Own It and Always Improve
• Deliver excellent phone, text and email communications to customers
• Respond to all inquiries via multiple channels
• Serve as a resource for tenants as front-line customer service
• Perform timely follow-up with customers to ensure the highest-quality service and to build customer relationships
• Resolve issues directly as much as possible and elevate to appropriate team members as needed
• Provide a great customer experience through outstanding service and cost consciousness
• Learn and ensure compliance with all Fair Housing Laws including local, state, and federal housing regulations (We provide training)
• Pivot, roll up your sleeves and jump in where needed!

• Competitive Pay. We are ready to invest in you!
• Medical, Dental, Vision, and Life Insurance to access care for positive health outcomes and your overall wellbeing
• Employee sponsored benefits including Short Term Disability, Life Insurance, Critical Illness, Accident, Flexible Spending, and H.S.A. Accounts to avoid costly medical expenses due to gaps and ensure that all your medical needs are met
• 401(k) Retirement Plan with Match to invest in your future wealth and retirement
• Paid Vacation, Sick Leave, and Holiday Pay to help you reset and come back rejuvenated and refreshed
• Monthly company events to promote team cohesion
• Wellness Days to focus on being your best self. We want you to have time to disconnect and recharge in a way that works for you
• The opportunity to work for a growing organization where you are valued and can have a direct impact
• Quarterly off‑site meetings with your manager to celebrate wins, issue solve and ensure you are set up for success. Plus, the process is rewarding, and the results are great for your career

• Have at least 2 years of customer service experience
• Have a high school diploma or GED (associate's degree preferred)
• Are proficient with relevant technology (e.g., Microsoft Office, App Folio, Outlook) and can easily adapt to changing technology
• Can work overtime as needed during high demand times and capacity shortages
• Demonstrate superior attention to detail, high energy and a positive attitude
• Have an ability to give and receive real‑time feedback with a positive mindset
• Have a proven ability to multi‑task and succeed in a very fast‑paced environment
• Demonstrate clear and effective communication
• Embody our core values:
  Be Kind, Be Flexible, Own It and Always Improve

• Valid driver’s license and dependable transportation. Limited in‑town usage of personal vehicle for errands, any out‑of‑county personal mileage reimbursed at the Federal rate
• Availability to work longer hours and weekends during prime leasing season and turnover (specific dates vary from year to year)
• Must be able to perform the physical functions of the position, not limited to ability to walk properties, complete physical inspections, deliver resident communications and show properties

Fairlawn is a vertically integrated firm focusing on real estate investment, management, and development. Based in Chicago and Champaign, Illinois, and managing a portfolio of 5,700 units with an asset value of $850 million, Fairlawn has a 10‑year record in value‑add projects, student housing, and build‑to‑rent communities. Fairlawn’s best‑in‑class student housing brand, Smile Student Living, manages 3,400 beds at the University of Illinois Urbana‑Champaign and is a key player in student housing in the region.

Fairlawn has established a strong presence across Illinois, Indiana, and Kentucky, and is actively expanding into additional Midwest markets.

We are seeking candidates who demonstrate a strong alignment with the requirements listed above. While meeting all qualifications is preferred, we understand that exceptional candidates may bring comparable experience…