Customer Experience Specialist at Fox Point in Old Farm Apartments

About Cottonwood Residential

Cottonwood Residential is a forward-thinking, fully integrated real estate company focused on the multifamily sector. We combine deep expertise in asset and property management with a commitment to operational excellence across a growing national portfolio. We don’t just manage communities — we elevate them.

About the Role

The Customer Experience Specialist plays a key role in delivering an elevated living experience across Cottonwood Residential communities. As the first point of contact for prospects, residents, and vendors, this individual sets the tone for every interaction and ensures each customer feels welcomed, supported, and valued. This role is ideal for a service-driven professional who thrives in a fast-paced environment, excels at building relationships, and takes pride in creating a seamless and memorable customer journey, from first impression through daily resident interactions.

Key Responsibilities

Customer Experience & Front Office Operations

Serve as the first point of contact for all customers, including prospects, residents, and vendors

Create a welcoming office environment by greeting every visitor with professionalism and positivity

Deliver exceptional customer service by identifying needs and providing timely, effective solutions

Answer and manage all incoming calls, documenting detailed and accurate information in property management systems

Assist residents with requests such as package retrieval, key distribution, work order entry, and general inquiries

Act as a liaison between residents and maintenance teams to ensure service requests are handled efficiently

Leasing Support & Sales

Maintain up-to-date knowledge of apartment availability, pricing, and community features

Support leasing efforts by answering prospect questions and assisting with the application and documentation process

Conduct follow-up communication with prospective residents to support conversion and occupancy goals

Prepare apartment homes for move-ins and assist with move-in and move-out processes

Community Presentation & Operations

Walk the community regularly to ensure amenities, buildings, and tour paths meet Cottonwood standards

Open, close, and maintain Self-Guided Tour units, ensuring cleanliness and readiness at all times

Assist with signage, directional materials, and overall tour experience setup

Maintain knowledge of the local area to better assist prospects and residents

Marketing & Resident Engagement

Support community marketing efforts, including social media posting and outreach initiatives

Assist in planning and executing resident events and engagement activities

Contribute to building a strong community atmosphere that enhances resident satisfaction and retention

What You Bring

High school diploma or GED required

1+ years of in-person, customer facing experience required

1+ years of other customer service, administrative, sales, or hospitality experience required

Multifamily property management experience is a plus

Strong interpersonal and communication skills with the ability to engage professionally with a wide range of audiences

Customer-first mindset with a passion for delivering exceptional service

Strong organizational skills and attention to detail

Ability to multitask and perform in a fast-paced, customer-facing environment

Proficiency with Microsoft Office Suite and comfort learning property management systems (e.g., Entrata)

Flexibility to work extended hours, including arriving prior to office opening as needed

Ability to walk the property, stand for extended periods, and work both indoors and outdoors as needed

Physical Requirements

Required to talk and hear

Required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms

R equired to sit; climb or balance; and stoop, kneel, crouch or crawl

Lift and/or move items up to 50 pounds and must occasionally lift or move items over 50 pounds

Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus

Why Cottonwood Residential?

We don’t just manage properties — we elevate them. At Cottonwood Residential, you’ll join a culture that values innovation, collaboration, and operational excellence. You’ll work alongside a team that is passionate about delivering exceptional living experiences while supporting your professional growth. We offer a competitive compensation and benefits package and opportunities to grow within a dynamic, expanding organization.

Cottonwood Residential is an equal opportunity employer.

Applicant Communication & AI Disclosure

Cottonwood Residential uses AI-assisted technology and authorized recruiting partners to support our hiring process. By applying, you acknowledge that you may communicate with AI-powered systems during scheduling, candidate outreach, or preliminary interviews, and that interviews may be recorded, transcribed, and summarized for evaluation by our hiring team.

By applying, you consent to receiving communications regarding your application by phone, text message, email, or other electronic means. Hiring decisions are solely made by Cottonwood Residential.

At Cottonwood Residential, we're committed to creating an exceptional customer experience through innovation and service. As an early adopter of Self-Guided Tours, we've made apartment searching more convenient and accessible for our customers. We're looking for team members who are eager to learn, embrace new ideas, and create meaningful connections with every interaction. Join us in helping every customer feel Home at Last!