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.
Position Overview
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.
Responsibilities
- Develop and initiate creative and innovative methods to increase the quantity and quality of incoming prospective residents.
- Assist with marketing efforts in the community to promote positive awareness of the property and increase traffic of prospective residents.
- Contact prospective residents by phone or email to market the property and schedule tours.
- Perform leasing of apartment units by communicating the value of residence at the assigned property.
- Maintain expert knowledge of the community’s market, including local competition, rent levels, amenity preferences, and neighborhood demographics.
- Keep abreast of current changes in technology, processes, and standards within the industry.
- 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.
- Respond to phone and email inquiries from prospective residents and schedule tours.
- Collect required information from prospective residents to qualify them for a lease.
- Notify prospective residents of approval or disapproval and assist with the move-in process.
- Prepare and maintain a file for each resident according to policy and procedures.
- Proactively contact residents with expiring leases to propose renewals.
- Correspond with residents regarding service needs and prepare work orders for service.
- Ensure adherence to The Garrett Companies policies and safety rules.
- Monitor the property landscape for potential safety hazards.
- Embrace a varied work schedule, including weekends and some holidays.
- Attend and participate in training programs and events.
- Perform other related duties as assigned to meet the needs of the business.
Prerequisites
- Passionate about creating an unparalleled customer experience.
- Extensive customer service and leasing experience with new construction and lease-ups (minimum of 1 year).
- Must be 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 learn property software (Entrata), Microsoft Office, NALP preferred.
- Arrive to work on time.
- Bi-lingual preferred, but not required.
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.
Training and Development
Membership to professional organizations and continuing education is supported by Garrett Residential and The Garrett Companies.
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