Customer Experience Specialist at Timber Hollow Apartments

Cottonwood Residential•Fairfield, OH

17h

About The Position

The Customer Experience Specialist delivers an elevated living experience across Cottonwood Residential communities. As the first point of contact for prospects, residents, and vendors, this role sets the tone for interactions and ensures customers feel welcomed, supported, and valued. The position is suited to a service-driven professional who thrives in a fast-paced environment, builds relationships, and supports a seamless customer journey from initial contact through daily resident interactions. The role includes front-office customer service, leasing support, community presentation, and marketing and resident engagement. The specialist helps maintain welcoming, tour-ready spaces, supports move-in and move-out processes, and assists with resident requests and service coordination.

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 and 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 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, use hands to handle 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.
Required vision abilities include 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.
Create a welcoming office environment by greeting visitors professionally and positively.
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.
Liaise 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 regularly to ensure amenities, buildings, and tour paths meet Cottonwood 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 efforts, including social media posting and outreach.
Assist in planning and executing resident events and engagement activities.
Help build a strong community atmosphere that supports resident satisfaction and retention.