The Customer Experience Specialist plays a crucial role in promoting and leasing apartment homes within the Billingsley Collection. The primary responsibilities revolve around engaging with prospective and current customers, showcasing property features, and ensuring exceptional customer service. The CES will strive to ensure a positive online reputation and overall resident satisfaction is achieved by providing excellent customer experience to our guests, prospects, and vendors alike. Additionally, the CES will collaborate with the Customer Experience Manager to manage resident retention, renewals, rentable spaces, issue lease violations, handle resident complaints, and overall curb appeal. The CES role involves a blend of sales, service, and customer relationship management.
Job Responsibilities
- Showcase and lease Billingsley Collection homes and rental spaces with enthusiasm and professionalism.
- Respond promptly to online inquiries and prospect phone calls, timely follow up, delivering a superior experience during property tours in line with Billingsley standards of excellence.
- Supports Billingsley Collection culture and values to achieve top Customer Satisfaction and Reputation Management survey scores and reviews.
- Demonstrate in-depth knowledge of the community by showcasing unique amenities and features that
- align with customer needs.
- Document customer interactions, preferences, and communication details clearly and thoroughly in the CRM system.
- Help maintain the pristine appearance of the community and individual apartment homes to create a welcoming environment.
- Use sales, networking, and marketing strategies to attract prospective residents and increase property traffic.
- Clearly explain apartment home options, generate quotes for pricing, and package details to help prospects make informed decisions.
- Maintain up-to-date knowledge of the property, amenities, and market competition to position Billingsley homes as the top choice.
- Build lasting, positive connections with residents by proactively identifying opportunities to enhance their satisfaction and loyalty while increasing retention.
- Handling of customer phone calls and ensuring first-contact resolution whenever possible, demonstrating empathy and efficiency.
- Proactively manage resident retention by addressing renewal opportunities, engaging with residents about their needs, and working to secure renewals in a timely and effective manner.
- Confidently address customer questions or concerns. Take ownership of inquiries with your expertise, escalating to the appropriate team member only when necessary to ensure prompt and accurate resolutions.
- Accurately prepare and input leasing documents into the resident database while ensuring compliance with all procedures.
- Support resident engagement by assisting with retention and activities that enhance community spirit.