Resident Experience Concierge

Cottonwood Res; Albuquerque (NM); On-site; USD 21,000 - 30,000; Full time

Job summary

Cottonwood Residential is seeking a Customer Experience Specialist to manage front-office interactions, support leasing, and maintain community operations across our apartment communities. You will greet residents, prospects, and vendors, solve issues, and coordinate with maintenance to ensure a seamless resident experience.

The role emphasizes strong communication, multitasking, and a customer-first approach, with opportunities to engage residents and support events, tours, and marketing

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.

Skills

Customer service

Interpersonal skills

Communication skills

Multitasking

Organizational skills

Customer-first mindset

Flexibility to work extended hours

Microsoft Office Suite

Education

High school diploma or GED

Tools

Entrata

Microsoft Office

Job description

Cottonwood Residential is seeking a Customer Experience Specialist to manage front-office interactions, support leasing, and maintain community operations across our apartment communities. You will greet residents, prospects, and vendors, solve issues, and coordinate with maintenance to ensure a seamless resident experience.

The role emphasizes strong communication, multitasking, and a customer-first approach, with opportunities to engage residents and support events, tours, and marketing