Customer Experience Specialist at The Melrose Apartments

About the role

Leasing velocity in Nashville's multifamily market has tightened considerably, and properties that convert traffic efficiently are the ones hitting their occupancy targets. The Customer Experience Specialist at The Melrose Apartments is the frontline role that makes that conversion happen. Every prospect who walks in, calls, or texts is a potential lease, and how that interaction goes determines whether the community closes or loses that opportunity.

Responsibilities

• Greet prospects, residents, and vendors when they enter the office
• Handle inbound inquiries across phone, email, and text
• Maintain detailed records on every interaction
• Own the readiness of the tour path: daily walks through vacant units, amenity spaces, and common areas to confirm everything meets Cottonwood's standards before a prospect sees it
• For prospects who have already taken self‑guided tours: follow‑up, answer pricing questions, and move them toward a decision
• Know current availability, pricing, and any applicable concessions cold
• Support community events and social media marketing
• Manage the package room daily
• Maintain vendor communications

Qualifications

• Clear, prompt communication across phone, email, and text with zero dropped inquiries
• Natural ability to build rapport quickly with prospects and residents at every interaction
• Attention to the physical details that affect the showing experience and move‑in quality
• Comfort with technology, particularly self‑guided tour platforms and digital communication tools
• Flexibility to work a schedule that includes weekends and some evenings
• Interest in growing toward a management track over time
• Treat follow‑up as a reflex, not a task (responding within minutes versus hours can be the difference between a signed lease and a lost unit)
• Background in hospitality, retail, or any high‑volume customer‑facing environment, with experience tracking own performance metrics

Benefits

• Full health, vision, dental, life, and disability benefits available within the first 30 days
• Generous 401k and HSA company matching
• Three weeks of paid time off in the first year
• 10.5 paid holidays

Pay

Competitive base plus a quarterly bonus structure.

Schedule

Full‑time leasing position with a schedule that includes evenings and weekends, which is standard for capturing weekend traffic.