Fairlawn
Customer Support Specialist
Location: Champaign, IL
Overview 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.
What will you do?
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!
Why should you work here?
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
Requirements
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, AppFolio, 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
Some Additional Things You Will Need
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
Company 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 and skills to the table including prior experience at Fairlawn. We value diversity of thought and experience, and we are committed to considering all applicants [internal and external] and to identifying and selecting the most qualified applicant for the role.
Our company uses the Entrepreneurial Operating System (EOS) to run and help grow our business – the tools from EOS contribute to finding the right people and putting them in the right roles, effectively solving issues as they arise, and building a culture of accountability. In short, it gets everyone on the same page and working toward the same goals. If you have an ownership mindset and take pride in all the details, joining our team may be perfect for you!
Equal Opportunity Employer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other characteristic protected by law.
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Overview 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.
What will you do?
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!
Why should you work here?
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
Requirements
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, AppFolio, 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
Some Additional Things You Will Need
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
Company 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 and skills to the table including prior experience at Fairlawn. We value diversity of thought and experience, and we are committed to considering all applicants [internal and external] and to identifying and selecting the most qualified applicant for the role.
Our company uses the Entrepreneurial Operating System (EOS) to run and help grow our business – the tools from EOS contribute to finding the right people and putting them in the right roles, effectively solving issues as they arise, and building a culture of accountability. In short, it gets everyone on the same page and working toward the same goals. If you have an ownership mindset and take pride in all the details, joining our team may be perfect for you!
Equal Opportunity Employer We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin or ancestry, sex, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, marital status, or any other characteristic protected by law.
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