Overview
At RPM, we’re in the business of extraordinary. We believe people-first is the key to success, which is why we offer top industry pay, comprehensive benefits, and a path to upward mobility through career training and education. Join us and start your extraordinary journey today.
The internship program will run from Monday, June 1, through Wednesday, August 5. Interns must be available to participate for the full duration of the program. This program requires in-office presence 5 days a week, based out of our Phoenix office.
Position Summary
Position Summary: The Customer Experience Intern will join as we launch our Voice of the Customer program. They will support the program’s operational foundation and contribute to CX work that companies like Marriott, Hilton, and Airbnb have built entire teams around.
This isn’t a shadow-and-observe internship. The role has a defined scope, real deliverables, and work that matters to the team from week one. This role will gain an understanding of how enterprise CX operates, from survey platform management to journey mapping to competitive intelligence.
Responsibilities
VoC Program Operations
- 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
Content, Documentation & Training
- 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.
Customer Journey Mapping
- 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.
Competitive & Industry Intelligence
- 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.
Education and Experience
- Currently enrolled in an undergraduate or graduate program, ideally in CX, HCD, Service Design, UX, Marketing, Business, or a related field
- Coursework or project experience in Human-Centered Design, journey mapping, service design, or UX research and marketing preferred
- Knowledge of survey platforms such as Qualtrics, SurveyMonkey, or similar tools
- Knowledge of customer experience or Voice of the Customer principle and practices
- Knowledge of helpdesk or ticketing tools (Zendesk, Freshdesk, etc.)
- Knowledge of property management, real estate, or resident experience
- 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
Qualifications
Physical Requirements:
- 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
Work Environment:
- This is an in-office role, requiring the associate to work in one of our corporate or regional offices 5 days per week
- The office is an open setting which may include bright lights, constant noises and distractions.
Company Information
Join RPM Living and experience exceptional benefits designed to enhance your life.
- 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)
Employment with RPM Living is contingent upon successful completion of a background check as local and federal state requires. A valid driver’s license is preferred; candidates without a license will be provided a liability waiver.
RPM Living participates in E-Verify. For more information, see the E-Verify Participation Poster and the Right to Work Poster.
RPM Living is an Equal Opportunity Employer.
If you need assistance to fully participate in our application or interview process, please reach out through our website here and select "Careers" in the "Choose a Topic" dropdown menu.
VoC Program Operations - 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 Content, Documentation & Training - 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. Customer Journey Mapping - 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. Competitive & Industry Intelligence - 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.
