Customer Experience Specialist at Fox Point in Old Farm Apartments

A prospect walks into the leasing office at Fox Point, unannounced, mid-morning. You're already on a call, a work order is waiting in the queue, and someone at the front desk needs a package. That overlap is a typical Tuesday in this role.

What the Job Covers

The Customer Experience Specialist at Fox Point in Old Farm Apartments serves as the primary point of contact for prospects, residents, and vendors. Cottonwood Residential properties run self-guided tours, so part of this role is keeping those units clean, staged, and tour-ready every day, not just on weekends or when traffic is expected.

On the leasing side, you'll field prospect questions, walk people through availability and pricing, assist with applications, and follow up with leads to support occupancy goals. You won't hold a standalone leasing title, but conversion and traffic outcomes are very much part of what this position touches.

Day-to-day resident support takes up a real portion of the shift: package retrieval, key distribution, work order entry, and acting as the go-between for residents and the maintenance team. You'll also walk the property routinely to check that amenities, common areas, and tour paths meet company standards. Community events and social media posts are part of the job too, though not the core of it.

What You Need to Bring

• High school diploma or GED
• At least one year of face-to-face customer service, sales, hospitality, or administrative experience
• Comfort learning property management software (Cottonwood uses Entrata)
• Proficiency with Microsoft Office
• Ability to stand, walk the property, and occasionally lift items over 50 pounds
• Flexibility to work extended hours when needed, including early arrivals before office open
• Multifamily experience is a plus, not a requirement

Strong candidates in this type of role know how to context-switch without dropping the ball. You might handle a frustrated resident call, then immediately greet a prospect walking through the door, and neither interaction should feel rushed or secondhand. That ability to reset quickly between interactions is what actually separates good performance from average in this seat.

Millcreek is an active rental market with a mix of long-term residents and younger renters who lean on self-guided and digital-first experiences before ever talking to someone in person. Being comfortable with that tech-forward leasing model matters here. Cottonwood was an early adopter of self-guided tours, and this role is part of making that experience work at the property level.