Customer Experience Specialist (Leasing) at Caroline Heights Apartments

Cottonwood Residential•Elm Grove, WI

About The Position

The Customer Experience Specialist at Caroline Heights Apartments helps deliver an elevated living experience across Cottonwood Residential communities. Serving as the first point of contact for prospects, residents, and vendors, this role creates a welcoming, supportive experience and helps ensure a seamless customer journey from initial contact through daily resident interactions. The position combines front-office customer service, leasing support, community presentation, marketing, and resident engagement in a fast-paced environment. The specialist maintains knowledge of apartment availability, pricing, community features, and the local area; supports prospects through follow-up, applications, and documentation; and helps prepare homes and coordinate move-in and move-out processes. The role also involves regularly walking the community, maintaining Self-Guided Tour units, assisting with marketing and resident events, and supporting residents with requests and service coordination. The position requires a high school diploma or GED, at least one year of in-person customer-facing experience, and at least one year of other customer service, administrative, sales, or hospitality experience. The role requires flexibility to work extended hours and physical ability to walk the property, stand for extended periods, work indoors and outdoors, and lift or move items weighing up to 50 pounds and occasionally more. Cottonwood Residential offers a competitive compensation and benefits package and opportunities for professional growth. Interviews may be recorded, transcribed, and summarized; hiring decisions are made by Cottonwood Residential.

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 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.
Greet visitors professionally and positively, maintaining 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.
Liaise between residents and maintenance teams to support efficient handling of service requests.
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 ensure amenities, buildings, and tour paths meet Cottonwood 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 posting and outreach.
Assist with planning and executing resident events and engagement activities.
Contribute to a strong community atmosphere that supports resident satisfaction and retention.