American Campus Communities

• Deliver exceptional customer service by professionally responding to resident, guarantor, and customer inquiries and concerns via phone, email, and other communication channels regarding the Company. • Manage and resolve Customer Relations ServiceNow tickets from receipt through resolution, including creating and updating cases, researching issues, gathering necessary information, escalating concerns when appropriate, documenting actions taken, and providing timely follow-up to customers. • Partner with on-site leadership and property teams to investigate and resolve customer concerns in a prompt, professional, and customer-focused manner. • Accurately document all customer interactions, inquiries, complaints, resolutions, and follow-up actions within ServiceNow to ensure complete and detailed records. • Serve as a positive representative of the Company by promoting professionalism, empathy, and strong customer relationships through every interaction. • Act as a liaison between residents, guarantors, property staff, Management Services, and other internal departments to facilitate effective communication and issue resolution. • Support the training, coaching, and ongoing development of third-party call center agents to ensure compliance with customer service standards, company policies, and quality expectations. • Monitor and evaluate third-party call center performance, provide constructive feedback, identify training opportunities, and hold agents accountable for meeting established service, quality, and customer satisfaction metrics.

Title: Community Assistant - University Village at Boulder Creek Job Description: Department: Property CA/RA Employment Type: Part Time Location: University Village at Boulder Creek - Boulder, CO Reporting To: Resident Experience Manager Compensation: $16.82 / hour Description The Community Assistant assists property management in selling and leasing the property to prospective residents and parents and helps to offer current residents and parents with a dynamic and enhanced living experience through excellent customer service and dedication to American Campus Basic Operating Standards and Systems (BOSS). A degree or certificate program must be in progress from an accredited college or university while in this position. Critical Duties: - Conduct all functions necessary to close the sale, including making appointments, generating new leads, conducting tours, maintaining show rooms, and completing any required prospect follow-up in a timely and accurate manner. - Understand, support, and abide by all American Campus Communities policies and procedures while providing unparalleled customer service and respect for residents. - Work a structured administrative shift in the office each week as determined by your supervisor which may include evenings, weekdays, weekends, and/or holidays. - Work assigned "Community Assistant On-Call" shifts, which may include, weekdays, weekends, and/or holidays. These shifts may take place at any point during the day, evening, and/or overnight and are a required part of the Community Assistant position. - Participate fully in the Turn, Move-In, and Move-Out processes. Essential Duties: (other duties may be assigned) Leasing and Marketing: - Give leasing tours, answer leasing phone calls and process online inquiries. - Fully and accurately complete a guest card for each prospective resident contact, whether by phone or in person. - Enter prospective resident information into the Salesforce leasing management system in a timely and accurate manner. - Participate in orientation marketing, housing fairs, open houses, social media initiatives and other community events. Assist with the implementation of renewal marketing campaign elements, including renewal events. Enthusiastically assists with the implementation of off-site marketing efforts on campus, in the community, and at special events. - Plan and execute social media strategies, creating, and publishing content to a variety of platforms, and interacting with the resident communities and/or identified target audiences. - Projects a favorable image of the community to achieve property objectives, public recognition, and a positive reputation within the local community. Basic Operating Standards and Systems (Clean): - Comes to work in appropriate attire as outlined by ACC standards. - At all times, assists in keeping the community clean by surveying common areas regularly for cleanliness, appearance, and working order. - At all times, immediately reports any life safety hazard or maintenance concern encountered on the property. Basic Operating Standards and Systems (Community): - Become acquainted with residents living at the property while serving as a resource for both residents and parents concerning the property, the local University and/or College, and greater community. - Enthusiastically participate in and promote ACC programming and initiatives. - Respond to and document behaviors of residents that violate the law or the ACC lease agreement. - Understand, communicate, and enforce community safety, emergency, and fire evacuation policies and procedures, providing emergency response and referral services and resources. - Encourage the respect and appreciation of individual differences. - Mediate conflict and help residents to create a respectful living community. Basic Operating Standards and Systems (Customer Service): - Exhibit a welcoming and professional attitude at all times when interacting with prospective residents and parents, and current residents and parents. - Appropriately act as a resource for all customers when confronted with a customer service concern. - Be familiar with the general maintenance policies and procedures and be available to assist in after hours maintenance emergencies. Be A Team Player: - Place a high priority on availability for CA scheduling when considering other extracurricular opportunities. Attend, and constructively contribute to, all weekly staff meetings and any special/emergency meetings. Participate in all staff training and orientation which may include evenings, weekdays, and/or weekends. Participate in recruitment, selection, and training of all new staff members as requested by the Manager which may include evenings, weekdays, and/or weekends. Maintain a professional attitude and manner in your work relationships. - Model and encourage a positive attitude among staff. Perform Administrative Tasks: - Complete room/apartment inventories, key checks and common area inventories as assigned. Complete and submit required reports. Distribute materials and messages from or approved by the Manager in a timely manner and/or by the assigned completion date. Facilitate the administration of the Community Service Survey. - Accurately conduct student census as needed. Turn - Available to work as scheduled/needed during Turn, Move-In, and Move-Out. This schedule may consist of multiple days in a row and/or extended hours. - Participate fully in the preparation and administration of Turn, Move-In, and Move-Out. - Participate in the make-ready of units to include, but not limited to, removing trash, assisting in identifying/documenting damages, assisting as directed in cleaning, painting, assembling/moving furniture, small repairs such as lightbulb replacement, caulking, etc. - Participate in the maintenance of the grounds, clubhouse, office, and other common areas such as hallways/breezeways, elevators, etc. This may include, but is not limited to, picking up trash, assisting as directed in cleaning, painting, basic landscaping, etc. - As directed/assigned, escort vendors throughout the community the necessary location and stay with them until the project is finished or otherwise directed. American Campus Communities Culture Commitments - Our people are devoted to a culture of inclusion, diversity, and equality in the workplace and our communities. We are committed to intentionally executing an evolving set of goals specific to inclusion, diversity, and accountability, driven by empathetic leadership, and embraced by all. - The core of American Campus culture involves everyone being fully invested in everything that we do down to picking up the smallest piece of trash. No matter their position or duration at any given property, everyone picks up trash because we take pride in our community. - Serve as an American Campus representative and liaison in all interactions. - Certain activities involved in this position may be photographed and/or video and audio recorded for quality control and/or training purposes. Compliance with the Photo, Video and Voice Recording Policy is a condition of employment. Education & Expectations Education/Experience: - Graduate, Bachelor's, or Associates degree or diploma in progress from an accredited college or university. Scheduling: - Available to work regularly assigned office and on-call shifts - weekdays and weekends based on academic schedule availability. - Periodically work events that may occur in the evenings and/or on weekends.

• Overall daily operations of the property they are supporting. • Direct oversight of property financials (expense control & revenue generation). • Implementation of the property’s strategic marketing plan and assisting in leasing efforts for occupancy goals. • Facilities management oversight. • Effective supervision, development/training, and leadership for the on-site teams, including any recruitment efforts to hire the best and brightest. • Proactive collaboration and communication with Regional Vice Presidents, Regional Managers, and corporate support teams.

• Provide strategic oversight for all regional facilities operations, ensuring consistency and alignment with company standards and objectives. • Manage and develop Regional Directors of Facilities; set goals, monitor performance, and support succession planning. • Ensure effective coverage and operational continuity across regions by guiding vacancy response strategies and supporting RFOS deployment through RDOFs. • Establish and enforce portfolio-wide standards for facilities condition assessments, preventive maintenance programs, operational readiness, and health and safety programs. • Monitor and analyze national facilities KPIs and financial performance; create and implement action plans to address trends and improve outcomes in partnership with Regional Directors and Operations leadership. • Oversee capital expenditure planning and execution at a strategic level; ensure prioritization, budgeting, and quality delivery of annual projects across all regions. • Partner company-wide with the Director of Capital Projects to clear roadblocks, strengthen communication, and ensure successful execution of large or non-recurring projects. • Manage national vendor partnerships, including contract oversight, performance monitoring, and relationship management; partner with corporate procurement as needed to ensure cost efficiency and service quality. • Collaborate closely with the VP of Facilities Recruiting, Training, and Marketing on staffing strategies, new hire onboarding, training initiatives, and talent development programs. • Work with Operations leadership, HR, Asset Management, and Facilities Training teams to identify patterns, share insights, and implement process improvements. • Provide clear, concise reporting to the SVP of Facilities Operations on facilities performance, compliance, capital projects, and vendor management. • Recruit, hire, supervise, train, coach, and develop direct reports to maximize performance; create a positive, engaging workplace for teams. • Conduct performance evaluations and development plans for direct reports; collaborate with the SVP of Facilities Operations and HR on compensation adjustments and succession planning following company guidelines. • Other duties as assigned by supervisor.

Assist in leasing and marketing activities, provide exceptional customer service, and participate in community events while maintaining property standards and supporting residents in creating a positive living environment.

• Oversee all facilities training programs, including curriculum development and content creation (videos, guides, resources, etc.). • Lead monthly service manager training sessions (onsite) and support regional initiatives. • Revamp and audit facilities training programs to ensure relevance and effectiveness. • Partner with Director of Facilities Operations to provide oversight and confirmation of travel arrangements for field manager training. • Oversee facilities new hire onboarding status, ensuring timely completion and attendance across all regions. • Own and manage the learning management system (LMS), ensuring accurate tracking, reporting, and functionality for training purposes. • Track training progress for facilities-related assignments and communicate updates to Regional Directors of Facilities (RDOFs). • Assign facilities training to field teams in partnership with property operations and oversee compliance with deadlines; work closely with HR on other training needs. • Review work order patterns with supervisor to identify trends and training needs. • Track and report on facilities training program effectiveness, including establishing goals, measuring outcomes, and analyzing ROI for related initiatives. • Manage the succession planning bench for facilities roles and oversee development plans for maintenance techs aspiring to become supervisors (company-wide and specific strategies as needed). • Meet monthly with RDOFs and Regional VPs to review facilities recruitment and training needs, including open positions, turnover, disciplinary actions, and succession planning. • Collaborate with supervisor to design and implement new service-related initiatives and processes (e.g., preventive maintenance plans, inventory systems, facilities assessments), including: • Identify organizational training gaps and create solutions for developmental issues and facilities bench building (processes, vendors, initiatives). • Vet vendors, manage communication, and oversee rollout and training for new vendor partnerships. • Update training frequency and cadence to keep content dynamic and aligned with any new initiatives. • Take ownership of a specific subject matter area for the organization (as assigned).