Customer Experience Associate (Multifamily Leasing)

Supporting 6 Multifamily Communities
Flour Mill, Main Street, Straight Creek, Centennial, UTE City Place, Bighorn Crossing (Steamboat Springs, Colorado), Total Units - 406

POSITION OVERVIEW 

The Multi-Site 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. They act as the first point of on-site contact for residents and prospects, representing the company’s commitment to quality and satisfaction. The success of this role will be measured by attainment of a predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level.  

KEY RESPONSIBILITIES 

Relationship Building with Prospects 

• 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.
• Assist 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 to support lease closings and maintain a seamless prospect journey.
• Implement and support resident events or activities to enhance the community experience

Understanding Prospect and Resident Needs 

• 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.

Resident Resolution 

• 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.

Collaboration with Sales and Leasing Teams 

• Collaborate with the Sales & Leasing team 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 Sales & Leasing team to manage scheduled apartment showings and move-in/move-out processes.

Data Management 

• 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.

Day-to-Day Tasks 

• 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

EDUCATION, EXPERIENCE, AND SKILLS 

• 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.

• Be 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
• Ability to manage one’s time.
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.