At least 2 years of experience in sales, service, or hospitality; leasing experience is preferred.
Proficiency with Microsoft Office software is required.
A high school diploma is required.
Superior customer service skills are required.
Ability to communicate clearly and effectively is required.
Must represent the company professionally through attire and behavior in accordance with its Standards of Excellence.
A valid driver's license is required.
Weekend work is required.
Must be able to sit, stand, and walk for prolonged periods and lift up to 50 pounds.
Responsibilities
Showcase and lease homes and rental spaces with enthusiasm and professionalism.
Respond promptly to online inquiries and prospect phone calls, follow up in a timely manner, and provide property tours in line with company standards.
Support the company culture and values to achieve strong customer satisfaction and reputation-management survey scores and reviews.
Demonstrate in-depth community knowledge by showcasing amenities and features aligned with customer needs.
Document customer interactions, preferences, and communications clearly and thoroughly in the customer relationship management system.
Help maintain the appearance of the community and apartment homes.
Use sales, networking, and marketing strategies to attract prospective residents and increase property traffic.
Explain apartment options, generate pricing quotes, and provide package details to help prospects make informed decisions.
Maintain current knowledge of the property, amenities, and market competition.
Build positive relationships with residents and identify ways to improve satisfaction and loyalty and increase retention.
Handle customer calls and seek first-contact resolution, demonstrating empathy and efficiency.
Address renewal opportunities, engage residents about their needs, and work to secure renewals promptly and effectively.
Address customer questions and concerns, take ownership of inquiries, and escalate them when necessary to ensure prompt and accurate resolutions.
Prepare and enter leasing documents into the resident database while complying with procedures.
Assist with resident retention and activities that enhance community spirit.
Conduct move-in orientations and inspections.
Build professional relationships with residents, colleagues, vendors, and guests.
Keep up to date with industry trends and best practices to improve customer experience.
Attend team meetings and required training sessions.
Take on additional responsibilities as assigned by a supervisor.
Follow company standards and operating procedures.
Desired Qualifications
Experience with leasing is preferred.
Experience with RealPage, OneSite, ActiveBuilding, Knock, or other property management systems is a plus.
College education is preferred.
Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces.With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family.
The Customer Experience Specialist plays a crucial role in promoting and leasing apartment homes at The Chloe, our newest 418-unit lease-up property. 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.
Conduct thorough move-in orientations and inspections to ensure new residents feel welcomed and prepared.
Build professional relationships with residents, colleagues, vendors, and guests to foster a cohesive community.
Keep up to date with industry trends and best practices to continually improve the customer experience.•
Attend team meetings and required training sessions to stay informed and grow professionally.
Take on additional responsibilities as assigned by your supervisor, contributing to the success of the community.
Follow Billingsley Company’s Standards of Excellence and operating procedures to ensure a consistent and exceptional experience.
Job Qualifications:
2+ years of experience in sales, service, or hospitality industry, leasing experience preferred
Proficiency with Microsoft Office software required
RealPage, Onesite, ActiveBuilding, Knock and other property management system experience a plus
College preferred; high school diploma required
Superior customer service skills
Ability to clearly and effectively communicate
Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence
Valid Driver’s License
Weekends required
Physical Requirements:
Prolonged periods of sitting, standing, and walking