customer experience specialist

Job Description

Job Description:\n\nJoin our SoCal Management Team! We believe great communities begin with great teams. At SoCal, our employees are at the heart of our success. We foster a supportive culture built on honesty, integrity, professionalism, teamwork, respect, and exceptional service. Our team members have the opportunity to grow professionally, contribute to thriving communities, and make a positive impact on the lives of our residents. If you're passionate about property management and want to work with a team that values your contributions, we invite you to explore our opportunities and join us! Position Description The Community Experience Specialist serves as the face of the community and plays a key role in creating a positive resident experience from the initial inquiry through move-out. This position combines leasing, sales, hospitality, resident relations, and administrative responsibilities to support occupancy, resident satisfaction, retention, and the overall success of the community. The Community Experience Specialist is responsible for creating a welcoming and professional experience at every resident and prospective resident touchpoint, including inquiries, tours, applications, move-ins, resident requests, renewals, community engagement, and move-outs. This position develops relationships with prospective and current residents, responds to resident needs, supports community operations, and works closely with community leadership and maintenance to provide a consistent and responsive experience. Principal Responsibilities Greet and engage prospective residents in person, by telephone, electronically, and through other communication channels in a professional, welcoming, and responsive manner. Conduct personalized community and apartment tours, identify prospective resident needs, communicate community features and benefits, and support prospects throughout the leasing decision process. Maintain timely and consistent follow-up with prospective residents and accurately document leasing activity, communications, and outcomes within the applicable property management or CRM system. Process rental applications, screenings, lease documentation, and other required paperwork accurately and in accordance with company policies, Fair Housing requirements, and applicable laws. Support established leasing, occupancy, traffic-to-lease conversion, and related community performance goals. Coordinate move-in activities and ensure new residents receive a welcoming, organized, and professional introduction to the community. Serve as an approachable and consistent point of contact for residents throughout their residency and provide timely, professional responses to questions, concerns, and requests. Build positive relationships with residents through regular communication, proactive check-ins, and ongoing engagement. Support resident retention by identifying concerns or dissatisfaction early and coordinating with community leadership to address issues when appropriate. Manage and support the lease renewal process, including communicating renewal information, conducting follow-up, and discussing approved terms with residents. Coordinate resident concerns and service requests with maintenance, community leadership, and other appropriate team members and follow up to help ensure concerns are appropriately addressed. Assist with move-out communication and processes while maintaining a professional and positive resident experience. Promote a hospitality-focused environment by creating positive, personal, and professional interactions with residents, prospective residents, families, visitors, and community partners. Assist with planning and coordinating resident events, activities, and engagement initiatives that encourage community participation and strengthen resident relationships. Support efforts to increase resident referrals, positive reviews, and community reputation through consistent service and relationship building. Identify opportunities to improve the resident experience and communicate resident feedback, trends, and concerns to community leadership. Maintain accurate and complete records related to prospective resident traffic, leasing activity, applications, renewals, resident communications, and other assigned community activities. Prepare reports and provide leasing, occupancy, resident experience, and other operational information as requested by the Community Manager. Maintain awareness of local market conditions, competitor pricing, amenities, concessions, and other relevant trends and communicate information that may assist community leadership with leasing and marketing strategies. Support community marketing initiatives, including social media content, community signage, outreach efforts, events, and relationships with local businesses or community organizations. Assist with online reputation efforts, including encouraging resident feedback and reviews and supporting responses in accordance with company guidelines. Help ensure model units, leasing areas, tour paths, common areas, and other resident-facing spaces remain organized, welcoming, and consistent with community standards. Maintain working knowledge of and comply with applicable Fair Housing requirements, company policies, leasing procedures, and documentation standards. Maintain resident and applicant confidentiality and appropriately safeguard sensitive or confidential information. Complete required training and maintain applicable certifications as required by the Company. Perform responsibilities consistently and fairly and escalate compliance, resident relations, or operational concerns to the appropriate member of management. Other duties, responsibilities and activities may change or assigned at any time with or without notice. General Responsibilities Attends and actively participates in all scheduled trainings, in-service sessions, and educational programs required by the company or applicable regulatory agencies to maintain current knowledge and credentials. Completes assigned tasks and responsibilities in a timely, accurate, and thorough manner as instructed by the direct supervisor and in accordance with department expectations. Adheres to assigned work schedules and meets attendance requirements; provides advance notice to the supervisor for tardiness or absence in accordance with company policy. Accurately records time worked using designated systems or processes; never falsifies timekeeping records, documentation, or other official records. Completes all documentation truthfully, accurately, and in accordance with applicable policies, regulations, and professional standards. Collaborates and cooperates with team members to ensure continuity of services and promote a respectful, efficient, and productive work environment. Demonstrates professionalism in all interactions, contributing to a workplace culture centered around respect, accountability, and service excellence. Maintains a clean, organized, and safe personal work area; helps keep shared spaces (e.g., kitchen, break rooms, meeting areas, shops, etc.) tidy and ready for use by others. Follows all established company policies, procedures, and protocols, including dress code and personal appearance standards. Promotes a positive atmosphere of warmth, empathy, and professionalism, supporting the well-being and satisfaction of residents, clients, coworkers, and visitors. Practices workplace etiquette, including courteous communication, appropriate boundaries, and respect for others’ time and space. Reports any observed safety hazards, policy violations, or concerns to management in a timely and appropriate manner. Customer Service Responsibilities Provides exceptional customer service at all times, demonstrating professionalism, patience, and a helpful attitude in all interactions. Responds to inquiries, requests, and concerns from residents, families, team members, clients, and vendors promptly and courteously. Maintains a positive and solution-oriented approach when addressing challenges or complaints, escalating issues appropriately when needed. Builds and maintains respectful and collaborative relationships with internal and external customers by actively listening, showing empathy, and following through on commitments. Communicates clearly and effectively using professional language, tone, and body language in person, over the phone, and in written communication. Maintains confidentiality and protects sensitive information in accordance with company policies and applicable regulations. Understands and upholds the organization’s service standards, values, and commitment to creating a positive experience for everyone we serve. Demonstrates flexibility and willingness to assist others, including covering duties outside of normal responsibilities when needed to support the team. Treats all individuals with dignity and respect, regardless of background, role, or circumstance. Continuously seeks opportunities to improve service delivery and contribute to a welcoming, inclusive, and supportive environment. Safety and Sanitation Follows all safety procedures, standards, and protocols to maintain a safe work environment for self, coworkers, residents, and visitors. Never engages in or tolerates unsafe behavior or shortcuts that could place others at risk. Uses equipment and supplies in accordance with manufacturer guidelines and company policy to avoid injury and ensure proper functioning. Maintains cleanliness and sanitation in personal work areas and shared spaces, ensuring a hygienic and orderly environment at all times. Reports any safety hazards, broken equipment, spills, or unsanitary conditions immediately to the appropriate supervisor or department. Participates in safety drills, emergency preparedness training, and other required safety-related education. Wears required personal protective equipment (PPE) appropriately and ensures it is in good condition before use. Properly disposes of waste, including sharps, hazardous materials, and biohazard waste, according to safety and sanitation guidelines. Supports company efforts to meet all local, state, and federal health and safety regulations, including those set by OSHA, CDC, and other relevant agencies. Promotes a culture of safety and cleanliness by modeling best practices and encouraging others to do the same. Qualifications High school diploma or equivalent required; college coursework or degree in business, hospitality, property management, marketing, or a related field preferred. One (1) to two (2) years of experience in leasing, property management, hospitality, customer service, retail, sales, or a related customer-facing environment preferred. Multifamily housing or residential property management experience preferred. Must have LIHTC experience and market rate sales experience. Working knowledge of Fair Housing laws and regulations preferred, with the ability to complete required training or certification upon hire. Experience with property management, leasing, or CRM systems such as Yardi, RealPage, Knock, or similar systems preferred. Proficiency with Microsoft Office and general computer applications. Strong verbal, written, interpersonal, and customer service skills. Strong organizational skills with the ability to prioritize responsibilities and manage multiple tasks in a fast-paced environment. Ability to communicate professionally and effectively with prospective residents, current residents, families, vendors, community partners, and team members. Must be available to work weekends, evenings, or other hours as required based on community operations and office hours. CAPS, CALP, NALP, or similar industry certification preferred. Valid driver’s license and ability to travel for company business. Travel Local travel may be required periodically for community outreach, training, meetings, marketing activities, or other business-related purposes. Travel requirements may vary based on the needs of the community and organization. Travel expenses are reimbursed in accordance with company policy. Computer Skills: Require knowledge of computer systems and applications. Demonstrate proficiency in the use of the Internet and Internet searches. Requires intermediate knowledge of Yardi, Rent Cafe, Yield Star, LeaseStar, Microsoft Word, Microsoft Excel, and Microsoft Outlook. Prefer prior property management software knowledge. Requires intermediate typing skills. Ability to use desk computers, smartphones, telephone voicemail, fax, and copy/scanning machine. Physical Requirements Requires mobility and walking to several different locations including walking up/down staircases, bending, stooping and stretching. May require the ability to lift up to 10 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare and communicate appropriate reports. Working conditions are normal for a fast-paced real estate management division. Mid to high level stress during peak performance. Requires inspecting the property, amenities, units, and other areas which may require navigating stairs, ladders and extensive walking. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms. Working Conditions Normal office environment. Incumbents must be able to physically access all exterior and interior parts of the community and amenities. Periodic exposure to outside elements where temperature, weather, odors and/or landscape may be unpleasant and/or hazardous. Work schedules may vary based on demand.