Customer Experience Specialist at The Melrose Apartments

Leasing velocity in Nashville's multifamily market has tightened considerably, and properties that convert traffic efficiently are the ones hitting their occupancy targets. The Customer Experience Specialist at The Melrose Apartments is the frontline role that makes that conversion happen. Every prospect who walks in, calls, or texts is a potential lease, and how that interaction goes determines whether the community closes or loses that opportunity.

What the Role Actually Looks Like Day to Day

This is a full-time leasing position with a schedule that includes evenings and weekends, which is standard for any community that wants to capture weekend traffic. You'll greet prospects, residents, and vendors when they enter the office, handle inbound inquiries across phone, email, and text, and maintain detailed records on every interaction. You'll also own the readiness of the tour path, which means daily walks through the vacant units, amenity spaces, and common areas to confirm everything meets Cottonwood's standards before a prospect sees it. A unit that shows poorly is a lease that doesn't close. That connection between physical product and leasing outcome is something you'll feel quickly in this role.

Cottonwood has been an early adopter of Self-Guided Tours, so prospects may arrive having already toured on their own. Your job in those cases shifts toward follow-up, answering pricing questions, and moving them toward a decision. Knowing current availability, pricing, and any applicable concessions cold is essential. You can't convert a prospect who called three hours ago if you have to dig for that information.

Beyond leasing, you'll support community events and social media marketing, manage the package room daily, and maintain vendor communications. These tasks are real parts of the job, not afterthoughts.

What Cottonwood Is Looking For

• Clear, prompt communication across phone, email, and text with zero dropped inquiries
• A natural ability to build rapport quickly with prospects and residents at every interaction
• Attention to the physical details that affect the showing experience and move-in quality
• Comfort with technology, particularly self-guided tour platforms and digital communication tools
• Flexibility to work a schedule that includes weekends and some evenings
• An interest in growing toward a management track over time

Candidates who stand out in this kind of role tend to be the ones who treat follow-up as a reflex, not a task. Responding to a prospect inquiry within minutes versus hours can be the difference between a signed lease and a lost unit. If you've worked in hospitality, retail, or any high-volume customer-facing environment and you've tracked your own performance metrics, that background translates well here.

The compensation package includes a competitive base plus a quarterly bonus structure, full health, vision, dental, life, and disability benefits available within the first 30 days, generous 401k and HSA company matching, three weeks of paid time off in the first year, and 10.5 paid holidays.