Customer Experience Associate(Mulitfamily Leasing)

About the role

The Customer Experience Associate plays a pivotal role in delivering exceptional customer service to prospective and current residents. This individual is responsible for fostering strong relationships, understanding the unique needs of prospects and residents, addressing day-to-day challenges, and collaborating with cross-functional teams to ensure seamless operations.

Responsibilities

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.
• Engage proactively with prospects to build strong relationships and create a positive first impression of the company.
• Aid potential residents by providing detailed information about available units, community amenities, and leasing options.
• Follow up with leads from the off-site sales and leasing team, as they are integrated into the property portfolio(s), to support lease closings and maintain a seamless prospect journey.
• Implement and support resident events or activities to enhance the community experience.
• Conduct needs assessments to match prospects with the most suitable units based on their preferences and requirements.
• Develop a thorough understanding of apartment layouts, features, and community amenities to address inquiries with confidence and accuracy.
• Serve as the primary point of contact for residents reporting concerns, ensuring timely responses and resolutions.
• Troubleshoot and resolve minor resident concerns, including maintenance requests, billing questions, and general inquiries.
• Collaborate with the Resident Screening team (as integrated into your property portfolio(s)) to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints.
• Track and manage all leasing data, including prospects, applications, and resident information, within the company’s software systems.
• Coordinate with the Resident Screening team to confirm applications are processed timely and applicants are well informed and prepared for the move-in procedure.
• Maintain accurate and up-to-date records within the company’s property management software (Onesite).
• Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators (KPIs) to leadership.
• Partner with the Resident Screening team to ensure applications are processed quickly and accurately, while preparing residents and units for a smooth handoff back to the site for move-in execution after screening and lease completion.
• Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move-out damages are documented and submitted promptly to support accurate billbacks.
• Work alongside the Accounts Receivable (AR) team by providing on-the-ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.
• Assist in handling various administrative tasks, including preparing leasing documents, updating resident records, and managing correspondence.
• Support community events or initiatives aimed at enhancing resident experience.
• Understand and adhere to standard operating procedures.
• Collaborate with offsite teams as they are integrated into the property portfolio(s), ensuring alignment, operational continuity, and overall operational success of the community or communities.

Qualifications

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer-focused mindset.
• Strong verbal and written communication skills.
• One (1) year or more years in a customer service, sales, or customer facing role.
• A self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement next steps.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• A desire for professional development and continued learning.
• Able to manage one’s time.
• Able to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.

Skills

• Customer Service Skills
• Interpersonal Communication
• Property Management Software Proficiency
• Customer Relationship Management Tools

Benefits

• Paid Time Off Policy (up to 18 days per year)
• Volunteer Paid Time Off (PTO) (8 hours per year)
• Parental Leave (up to 3 weeks)
• Childbirth Leave (up to 6 weeks)
• Employee Discounts
• Wellness Program
• Competitive Dental, Vision, and Medical Plans
• 401(k) Plan with Employer Contributions
• Basic Life Insurance
• Optional Ancillary Benefits (Long-Term Disability, Short-Term Disability, Critical Illness Insurance)
• Tuition Reimbursement Program

Pay

Compensation is commensurate with experience.

Schedule

Hours are flexible and can vary depending on the property and shift.