Customer Experience Specialist (Leasing) at Echelon Apartments

Cottonwood Residential•Wauwatosa, WI

1d•Onsite

About The Position

The Customer Experience Specialist plays a key role in delivering an elevated living experience across Cottonwood Residential communities. As the first point of contact for prospects, residents, and vendors, this individual sets the tone for every interaction and ensures each customer feels welcomed, supported, and valued. The role suits a service-driven professional who thrives in a fast-paced environment, builds relationships, and creates a seamless customer journey from first impression through daily resident interactions. The position supports front-office operations, leasing and sales, community presentation, marketing, and resident engagement. It requires in-person interaction with customers and may involve extended hours, including arriving before the office opens as needed. The employee must be able to walk the property, stand for extended periods, and work indoors and outdoors as needed.

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 exceptional service.
Strong organizational skills and attention to detail.
Ability to multitask and perform in a fast-paced, customer-facing environment.
Proficiency with Microsoft Office Suite and comfort learning property management systems such as Entrata.
Flexibility to work extended hours, including arriving before office opening 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, handle or feel items, 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 items over 50 pounds.
Vision abilities including close, distance, color, peripheral, and 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 incoming calls and document accurate information in property management systems.
Assist residents with package retrieval, key distribution, work order entry, and general inquiries.
Coordinate between residents and 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 apartment homes 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 experience setup.
Maintain knowledge of the local area to assist prospects and residents.
Support community marketing, including social media posts and outreach initiatives.
Assist in planning and executing resident events and engagement activities.
Help build a strong community atmosphere that supports resident satisfaction and retention.