Resident Experience Concierge

Cottonwood Residential; Charlottesville (VA); On-site; USD 34,000 - 48,000; Full time

Job summary

Cottonwood Residential in Charlottesville, VA is seeking a Customer Experience Specialist to serve as the first point of contact for prospects, residents, and vendors, greeting visitors and delivering outstanding service.

This role supports leasing, handles requests, coordinates with maintenance, and helps create a welcoming community while maintaining property standards. A high school diploma and 1+ year of customer-facing experience are required, with Entrata familiarity a plus.

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.
• Ability to walk the property, stand for extended periods, and work both indoors and outdoors 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

Multifamily experience

Communication skills

Microsoft Office

Education

High school diploma or GED

Tools

Entrata

Job description

Cottonwood Residential in Charlottesville, VA is seeking a Customer Experience Specialist to serve as the first point of contact for prospects, residents, and vendors, greeting visitors and delivering outstanding service.

This role supports leasing, handles requests, coordinates with maintenance, and helps create a welcoming community while maintaining property standards. A high school diploma and 1+ year of customer-facing experience are required, with Entrata familiarity a plus.