Customer Experience Specialist (Leasing/Customer Service)

Leasing roles get mislabeled constantly. This one sits at the intersection of sales, customer service, and light operations, and Cottonwood Residential is calling it what it actually is: a customer experience position. That framing matters, because if you think this job is just showing apartments and collecting applications, you'll underperform here.

Park Avenue Apartments in Salt Lake City needs someone who treats every interaction, whether it's a prospect walking in cold, a resident calling about a package, or a vendor dropping off supplies, as worth full attention. You'll be the first voice people hear on the phone and the first face they see at the door. That's not a small thing. First impressions in leasing move the needle on traffic conversion more than most people realize.

Day to day, you're keeping vacant units show-ready, walking the tour path, staying sharp on current pricing and availability, and responding to inquiries across phone, email, and text without letting anything fall through the cracks. You're also helping coordinate community events and supporting social media marketing efforts, which is increasingly part of the leasing consultant role whether it's listed in the job title or not. Package room organization is in the mix too. Not glamorous, but residents notice when it's a mess.

Cottonwood was early to self-guided tours, and that's shaped how they think about the customer journey. They're not looking for someone who just unlocks a door and steps aside. They want someone who can design an experience even when they're not physically in the room.

The schedule is full-time and includes weekends and evenings. That's the job. Leasing doesn't close when the office does, and the candidates who thrive here are the ones who don't resent that reality.

What strong candidates bring

• Genuine comfort with phone sales and the ability to convert inquiries, not just answer questions
• Attention to detail on unit readiness and the move-in experience, because a botched make-ready kills a first impression fast
• Composure when a frustrated resident walks in and the leasing office is the closest target
• Curiosity about the industry. This role has a stated path toward management, and Cottonwood seems to mean it
• Comfort with digital communication across multiple channels simultaneously

If you're early in your property management career and want a role that builds real leasing fundamentals at a company that's been willing to rethink how the customer experience works, this is a reasonable place to start. The quarterly bonus structure means your effort has a direct return, which is how it should work in leasing.