Customer Experience Specialist at Fox Point in Old Farm Apartments

Cottonwood Residential•Millcreek, UT

About The Position

The Customer Experience Specialist delivers an elevated living experience across Cottonwood Residential communities. As the first point of contact for prospective residents, current residents, and vendors, this role welcomes and supports customers, responds to inquiries, and helps create a seamless customer journey. The position supports front office operations, leasing, community presentation, marketing, and resident engagement at Fox Point in Old Farm Apartments. The specialist assists residents with packages, keys, work orders, and general inquiries; coordinates with maintenance on service requests; supports prospect communications and leasing documentation; and prepares apartments for move-ins and move-outs. The role also helps maintain community and tour presentation, supports marketing and resident events, and contributes to resident satisfaction and retention. It requires regular interaction with customers and the ability to work indoors and outdoors, walk the property, stand for extended periods, and work extended hours when 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 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 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, sit, climb or balance, and stoop, kneel, crouch, or crawl; use hands to finger, handle, or feel; and reach with hands and arms.
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.
Welcome visitors and maintain a professional, positive 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 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 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 setup.
Maintain knowledge of the local area to assist prospects and residents.
Support community marketing, including social media posts and outreach.
Assist in planning and executing resident events and engagement activities.
Help build a strong community atmosphere that supports resident satisfaction and retention.