Intern, Customer Experience at RPM Living in Phoenix, AZ

Summary: RPM Living is a company focused on providing exceptional customer experiences and is seeking a Customer Experience Intern to support their Voice of the Customer program. The intern will manage operational tasks, assist in content and documentation updates, and contribute to customer journey mapping and competitive intelligence efforts. Responsibilities: - Manage the VoC inbox, including routing and responding to inbound requests from community managers and regional leaders - Process Zendesk tickets for support needs, including onboarding issues, missing survey data, and platform troubleshooting - Handle mis-rated survey retake requests: locate the response in Qualtrics, generate the retake link, and coordinate with the customer and community manager - Maintain user access and assist with CM/RM onboarding — validating property assignments and resolving data issues - Keep dashboards current - Update program training materials when changes occur - Maintain SOPs, knowledge articles, and FAQs — including version logs, formatting updates, and new content as the program evolves - Support the build-out of product enhancements, including dashboard UI updates and a one-off survey intake form to streamline the assessment request process - Build supporting reference materials for field and leadership audiences - Update the resident journey map as VoC data and operational feedback come in, keeping the artifact visually current and analytically accurate - Flag areas where the map is deficient or where new data suggests a gap in our understanding of the resident experience - Support journey research synthesis: pull together what surveys, reviews, and other feedback channels are saying about specific journey stages and prepare it in a usable format for the team - Create and maintain a running research file on how competitor property management companies and best-in-class service brands approach resident feedback and VoC programs - Compile CX and VoC industry learnings on a regular cadence and share with the team to support ongoing learning and strategy development Required Qualifications: - Currently enrolled in an undergraduate or graduate program, ideally in CX, HCD, Service Design, UX, Marketing, Business, or a related field - Knowledge of customer experience or Voice of the Customer principle and practices - Skilled in maintaining attention to detail, with the ability to manage multiple tasks simultaneously - Skilled in organizing and maintaining structured data, dashboards, and reporting tools - Ability to analyze and synthesize data into actionable insights - Ability to communicate both verbally and in writing - Ability to work independently in an ambiguous, fast-moving environment - May be required to sit or stand for extended periods of time - Must be able to read documents, computer screens and data - Must be able to hear and understand verbal communications in person and over the phone or computer - May occasionally be required to lift or carry items such as files or office supplies weighing up to 15 pounds - Must be able to operate a computer, keyboard, mouse and other office equipment - This is an in-office role, requiring the associate to work in one of our corporate or regional offices 5 days per week Preferred Qualifications: - Coursework or project experience in Human-Centered Design, journey mapping, service design, or UX research and marketing - Knowledge of survey platforms such as Qualtrics, SurveyMonkey, or similar tools - Knowledge of helpdesk or ticketing tools (Zendesk, Freshdesk, etc.) - Knowledge of property management, real estate, or resident experience - A valid driver's license is preferred; candidates without a license will be provided a liability waiver Required Skills: Qualtrics, SurveyMonkey, Zendesk, Freshdesk, Customer Experience, Voice of the Customer, Human-Centered Design, Journey Mapping, Service Design, UX Research, Marketing, Property Management, Real Estate, Data analysis Benefits: Weekly pay for all associates working onsite at an apartment community, Comprehensive healthcare coverage available for all full-time, regular associates, Employer-paid employee assistance, mental health, and wellness programs, Ancillary benefits including critical illness, hospital indemnity, and accident insurance, 401(k) with robust company match, Opportunities for professional development, career growth, and role-based learning plans, Diversity, Equity, Inclusion and Belonging (DEIB) and multiple Employee Resource Groups (ERG), Paid time off plus floating holidays and volunteer days, Discounted Perks (Costco membership, movie tickets, health & wellness, entertainment & travel discounts)