Customer Experience Specialist at Fox Point in Old Farm Apartments

About the role

This role sits at the front desk and front door of Fox Point in Old Farm Apartments in Millcreek, Utah. You're the first person prospects see when they walk in and the first voice residents hear when something needs attention. That covers a wide range of tasks in a single shift. Cottonwood Residential has been an early adopter of self-guided tours, which shifts some of the traditional leasing workflow. In this role, you'll spend time managing and maintaining those tour units rather than escorting every prospect personally. That means your attention to detail on unit presentation directly affects how prospects experience the community before they ever speak with anyone on staff. For someone coming from hospitality or retail, this role translates well. The skills that make a strong hotel front desk associate or service coordinator carry directly into property management, and this type of position often leads to a full leasing consultant role or assistant manager track as you build familiarity with occupancy goals and the leasing cycle. Cottonwood Residential notes that AI-assisted tools may be part of the hiring process, including scheduling and preliminary outreach, and that interviews may be recorded and summarized for their hiring team.

Responsibilities

• Answer questions about availability and pricing
• Guide prospects through the application process
• Follow up to convert interest into signed leases
• Prepare self-guided tour units, ensuring they are clean, staged, and ready before anyone walks through the door
• Assist with move-in and move-out coordination when a unit is turning
• Handle work order entry, package pickups, key distribution, and general inquiries
• Act as the link between residents and the maintenance team, keeping communication clear and expectations accurate
• Walk the community regularly to check that amenities, common areas, and tour paths are presentable and up to Cottonwood's standards
• Support social media posts
• Help plan resident events
• Contribute to the overall atmosphere of the community

Requirements

• High school diploma or GED
• At least one year of in-person, customer-facing experience
• At least one year in customer service, administrative work, sales, or hospitality
• Comfort with Microsoft Office and willingness to learn property management software (Entrata experience is a plus)
• Strong interpersonal skills across a wide range of personalities
• Ability to multitask in a busy office environment without dropping details
• Physical ability to walk the property, stand for extended periods, and lift up to 50 pounds regularly
• Flexibility for extended hours, including early starts when needed
• Multifamily experience is a bonus, but not required