Customer Experience Specialist at Timber Hollow Apartments

Cottonwood Residential•Fairfield, OH

About The Position

The Customer Experience Specialist at Timber Hollow Apartments delivers an elevated living experience across Cottonwood Residential communities. As the first point of contact for prospective residents, current residents, and vendors, this role creates a welcoming and supportive experience from initial contact through ongoing resident interactions. The position combines front-office customer service, leasing support, community presentation, marketing, and resident engagement in a fast-paced environment.

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 varied audiences.
Customer-first mindset and passion for delivering exceptional service.
Strong organizational skills and attention to detail.
Ability to multitask and work 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 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 and walk; use hands to finger, handle, or feel; reach with hands and arms; sit; climb or balance; and stoop, kneel, crouch, or crawl.
Ability to lift or move items up to 50 pounds and occasionally items over 50 pounds.
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 positively, maintaining a welcoming office environment.
Identify customer needs and provide timely, effective solutions.
Answer incoming calls and accurately document 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 support the application and documentation process.
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, keeping them 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 with planning and executing resident events and engagement activities.
Help build a strong community atmosphere that supports resident satisfaction and retention.