Customer Experience Specialist/Leasing at Wallis and Baker

Billingsley Company • Grapevine, TX

2d

About The Position

The Customer Experience Specialist promotes and leases apartment homes and rental spaces within the Billingsley Collection while providing an exceptional experience to prospective and current customers, guests, and vendors. The role combines sales, service, and customer relationship management, with a focus on resident satisfaction, online reputation, and retention.

Working with the Customer Experience Manager, the specialist supports resident renewals and retention, rentable spaces, lease violations, resident complaints, and community curb appeal. The position also involves showcasing property features, responding to inquiries, conducting tours, preparing leasing documents, and helping residents feel welcomed and engaged.

Requirements

• High school diploma required.
• Superior customer service skills.
• Ability to communicate clearly and effectively.
• Proficiency with Microsoft Office software.
• Valid driver's license.
• Represent Billingsley professionally through attire and behavior in accordance with its standards of excellence.
• Work weekends.

Nice To Haves

• Two or more years of experience in sales, service, or the hospitality industry preferred.
• College education preferred.
• Experience with RealPage, Onesite, ActiveBuilding, Knock, or other property management systems.

Responsibilities

• Showcase and lease Billingsley Collection homes and rental spaces professionally and enthusiastically.
• Respond promptly to online inquiries and prospect phone calls, follow up, and deliver property tours in line with Billingsley standards.
• Support Billingsley Collection culture and values to achieve strong customer satisfaction and reputation management results.
• Demonstrate knowledge of the community and its amenities, matching features to customer needs.
• Document customer interactions, preferences, and communications in the CRM system.
• Help maintain the appearance of the community and apartment homes.
• Use sales, networking, and marketing strategies to attract prospects and increase property traffic.
• Explain apartment options, prepare pricing quotes, and provide package details.
• Maintain current knowledge of the property, amenities, and market competition.
• Build positive resident relationships and identify ways to improve satisfaction, loyalty, and retention.
• Handle customer calls with empathy and efficiency, aiming to resolve issues on first contact.
• Proactively address renewal opportunities and work to secure renewals in a timely manner.
• Take ownership of customer questions and concerns, escalating when necessary.
• Prepare and enter leasing documents into the resident database accurately and in accordance with procedures.
• Support resident retention and activities that strengthen community spirit.
• Conduct move-in orientations and inspections.
• Build professional relationships with residents, colleagues, vendors, and guests.
• Keep up to date with industry trends and best practices.
• Attend team meetings and required training sessions.
• Take on additional responsibilities as assigned by a supervisor.
• Follow Billingsley Company standards of excellence and operating procedures.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED