Floating Customer Experience Specialist/Leasing

Billingsley Company•Allen, TX

6d•Hybrid

About The Position

The Floating Customer Experience Specialist/Leasing Consultant plays a crucial role in promoting and leasing apartment homes within the Billingsley Collection. This position will support leasing and customer experience needs across multiple communities, including a brand-new lease-up community and a more stabilized property within the Collection. The primary responsibilities revolve around engaging with prospective and current customers, showcasing property features, supporting lease-up velocity, and ensuring exceptional customer service. The Floating CES/Leasing Consultant will strive to ensure a positive online reputation and overall resident satisfaction is achieved by providing excellent customer experience to our guests, prospects, residents, and vendors alike. Additionally, this role will collaborate with the Customer Experience Manager and on-site teams to support resident retention, renewals, rentable spaces, issue lease violations, handle resident complaints, and overall curb appeal. The role involves a blend of sales, service, customer relationship management, and flexible support based on property needs.

Requirements

2+ years of experience in sales, service, leasing, or hospitality industry preferred
Prior multifamily leasing or lease-up experience preferred
Proficiency with Microsoft Office software required
RealPage, OneSite, ActiveBuilding, Knock, and other property management system experience a plus
College preferred; high school diploma required
Superior customer service skills
Ability to clearly and effectively communicate
Ability to work successfully across multiple properties and adapt to changing business needs
Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence
Valid Driver’s License
Reliable transportation between assigned properties required

Responsibilities

Showcase and lease Billingsley Collection homes and rental spaces with enthusiasm and professionalism.
Support leasing efforts at both a brand-new lease-up community and a stabilized Billingsley Collection property.
Respond promptly to online inquiries and prospect phone calls, timely follow up, delivering a superior experience during property tours in line with Billingsley standards of excellence.
Supports Billingsley Collection culture and values to achieve top Customer Satisfaction and Reputation Management survey scores and reviews.
Demonstrate in-depth knowledge of each assigned community by showcasing unique amenities and features that align with customer needs.
Document customer interactions, preferences, and communication details clearly and thoroughly in the CRM system.
Help maintain the pristine appearance of the communities and individual apartment homes to create a welcoming environment.
Use sales, networking, and marketing strategies to attract prospective residents and increase property traffic.
Clearly explain apartment home options, generate quotes for pricing, and package details to help prospects make informed decisions.
Maintain up-to-date knowledge of assigned properties, amenities, pricing, availability, and market competition to position Billingsley homes as the top choice.
Build lasting, positive connections with residents by proactively identifying opportunities to enhance their satisfaction and loyalty while increasing retention.
Handling of customer phone calls and ensuring first-contact resolution whenever possible, demonstrating empathy and efficiency.
Proactively manage resident retention by addressing renewal opportunities, engaging with residents about their needs, and working to secure renewals in a timely and effective manner.
Confidently address customer questions or concerns. Take ownership of inquiries with your expertise, escalating to the appropriate team member only when necessary to ensure prompt and accurate resolutions.
Accurately prepare and input leasing documents into the resident database while ensuring compliance with all procedures.
Support resident engagement by assisting with retention and activities that enhance community spirit.
Conduct thorough move-in orientations and inspections to ensure new residents feel welcomed and prepared.
Build professional relationships with residents, colleagues, vendors, and guests to foster a cohesive community.
Keep up to date with industry trends and best practices to continually improve the customer experience.
Attend team meetings and required training sessions to stay informed and grow professionally.
Travel between assigned Billingsley Collection communities as needed to support leasing, customer experience, and operational needs.
Take on additional responsibilities as assigned by your supervisor, contributing to the success of the communities.
Follow Billingsley Company’s Standards of Excellence and operating procedures to ensure a consistent and exceptional experience.