At The Garrett Companies, we believe that through the relentless pursuit of excellence we can become the most successful multifamily development company in the country. We want to be the best, and we're unapologetic about it! We have been named the #1 fastest growing, privately held real estate company in the USA (Inc.500, 2018). Not only that, but we’re also the best-decorated team in the multifamily industry as a 100% certified Great Place to Work.
Major Objectives:
- The Customer Experience Specialist is responsible for successfully executing the community’s marketing, leasing, and renewal strategies of an initial lease-up community to achieve set occupancy.
- Develops and initiates creative and innovative methods to increase the quantity and quality of incoming prospective residents. Assists with marketing efforts in the community to promote positive awareness of the property and increase traffic of prospective residents.
- Sets the bar by intuitively assessing prospective residents' needs and has the ability to adapt the sales approach to individual personality types thus having a consistently higher closing ratio when compared to industry standards.
- Performs leasing of apartment units at the assigned property to prospective residents by communicating the value of residence at the assigned community. Expert knowledge of the community’s market, including but not limited to, direct local and product competition, rent levels, amenity preferences, the general housing market, the job market, and neighborhood demographics.
- Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research, and/or subscribing to professional publications.
- Ensure that each resident and employee experience is in line with the Garrett Management vision.
Specific Duties and Responsibilities:
- Lead by example on how to create an exemplary customer experience for all future and existing residents at the community.
- Responds to phone and email inquiries from prospective residents. Applies sales techniques to schedule tours of the community.
- Collects required information from prospective residents to qualify residents for a lease. Completes all forms and data entry associated with leasing activities.
- Notifies prospective residents of approval or disapproval. Assists qualified prospective residents with completing lease agreements.
- Prepares and maintains a file for each resident according to policy and procedures and Entrata software.
- Proactively contacts residents with expiring leases to propose renewals and close the renewal of the lease 120 days in advance of the lease expiration.
- Receives and corresponds with residents regarding service or other needs. Promotes positive resident relations and provides exemplary customer service.
- Ensures adherence to The Garrett Companies policies and safety rules; complies with policies for reporting incidents.
- Monitors the property landscape and other attributes to identify and report potential safety hazards.
- Embraces a varied work schedule, including weekends and some holidays.
- Attends and participates in training programs and events which may require travel.
- Performs other related duties as assigned to meet the needs of the business.
Prerequisites:
- Passionate about creating an unparalleled customer experience and relentless in the development of your customer service skills.
- Extensive customer service and leasing experience with new construction and lease-ups (minimum of 1 year).
- Must be consistently detail-oriented.
- Strong organizational skills.
- Ability to recognize personal shortcomings.
- Ability to listen and understand intents and needs.
- Ability to think creatively.
- Working knowledge or ability to quickly learn property software (Entrata), Microsoft Office, NALP preferred.
- Arrive to work on time.
- Bi-lingual preferred, but not required.
Pre-Prerequisites (these are the most important items):
- Relentless problem-solving skills.
- Will never claim the work of others as their own.
- Ability to anticipate.
- Understanding the difference between causation and correlation.
- Every member of our team is willing to work and support at all levels.
Physical Demands:
- Ability to climb up to four flights of stairs to access apartments.
- Ability to walk several acres to tour community.
- Some lifting; up to 25lbs.
- Ability to sit or stand for long periods at a time.
Initial Training and Orientation:
- Scheduled Weekly Meetings.
Ongoing Training:
Membership to professional organizations and continuing education is supported by Garrett Residential and The Garrett Companies.
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