Customer Experience Specialist at Autumn Ridge Apartments

Cottonwood Residential•Raleigh, NC

23h

About The Position

The Customer Experience Specialist helps deliver an elevated living experience across Cottonwood Residential communities. As the first point of contact for prospects, residents, and vendors, this person creates welcoming, supportive interactions and helps provide a seamless customer journey. The role combines front-office customer service, leasing support, community presentation, and resident engagement in a fast-paced environment. The position supports daily resident needs, assists prospective residents through the leasing process, maintains tour-ready spaces, and contributes to marketing and community events. The role requires flexibility to work extended hours when needed and involves working indoors and outdoors, walking the property, and standing for extended periods.

Requirements

High school diploma or GED.
At least 1 year of in-person, customer-facing experience.
At least 1 year of other customer service, administrative, sales, or hospitality experience.
Strong interpersonal and communication skills, with the ability to engage professionally with a wide range of audiences.
Customer-first mindset and passion for delivering exceptional service.
Strong organizational skills and attention to detail.
Ability to multitask in a fast-paced, customer-facing environment.
Proficiency with Microsoft Office Suite and ability to learn property management systems such as Entrata.
Flexibility to work extended hours, including arriving before the office opens as needed.
Ability to walk the property, stand for extended periods, and work indoors and outdoors as needed.
Ability to talk and hear; stand, walk, use hands to handle or feel objects, and reach with hands and arms; sit, climb or balance, and stoop, kneel, crouch, or crawl.
Ability to lift and/or move items up to 50 pounds and occasionally lift or move items over 50 pounds.
Vision abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.

Nice To Haves

Multifamily property management experience.

Responsibilities

Serve as the first point of contact for prospects, residents, and vendors.
Greet visitors professionally and maintain a welcoming office environment.
Identify customer needs and provide timely, effective solutions.
Answer and manage incoming calls and document accurate information in property management systems.
Assist residents with package retrieval, key distribution, work order entry, and general inquiries.
Coordinate with maintenance teams to help ensure service requests are handled efficiently.
Maintain current knowledge of apartment availability, pricing, and community features.
Answer prospect questions and assist with applications and documentation.
Follow up with prospective residents to support conversion and occupancy goals.
Prepare apartments for move-ins and assist with move-in and move-out processes.
Walk the community to check that amenities, buildings, and tour paths meet company standards.
Open, close, and maintain Self-Guided Tour units, ensuring they are clean and ready.
Assist with signage, directional materials, and tour setup.
Maintain knowledge of the local area to assist prospects and residents.
Support marketing efforts, including social media posting and outreach.
Assist with planning and carrying out resident events and engagement activities.
Help build a strong community atmosphere that supports resident satisfaction and retention.