The Centralized Customer Experience Specialist plays a key role in driving occupancy and creating exceptional resident experiences at our communities. This dynamic, customer-facing position focuses on leasing, marketing, and renewals while ensuring every interaction reflects The Garrett Companies’ high standards. With a focus on personalized service, market insight, and proactive communication, this role sets the tone for lasting resident satisfaction and community success.

Duties and Responsibilities

• Execute marketing, leasing, and renewal strategies to achieve occupancy goals for a new lease-up community.
• Assist with community marketing efforts to build awareness and drive traffic from prospective residents.
• Respond to phone, email, and internet leads using proven sales techniques to schedule tours and increase conversions.
• Conduct tours, assess prospects' needs, and tailor the leasing approach to close more leases.
• Stay informed on local market trends, rent levels, amenities, and competitors to remain a knowledgeable resource.
• Demonstrate The Garrett Companies' customer-first philosophy in every interaction with residents and prospects.
• Manage all leasing paperwork and data entry through Entrata; maintain complete and compliant resident files.
• Guide new residents through the full leasing and move-in process, including lease execution, rent/deposit collection, and orientation.
• Proactively initiate renewal efforts 120+ days prior to lease expiration, reinforcing the value of staying in the community.
• Promote positive resident relations through responsiveness, professionalism, and a commitment to service.
• Participate in required training and development activities, including occasional travel and weekend work.
• Perform other duties as assigned.

Prerequisites

• Passionate about creating an unparalleled customer experience and committed to continuously developing customer service skills.
• Extensive customer service and leasing experience with new construction and lease-ups (minimum of 1 year preferred).
• Strong attention to detail and ability to maintain accuracy.
• Ability to recognize personal growth opportunities and receive feedback constructively.
• Excellent written and verbal communication skills.
• Working knowledge of, or ability to quickly learn, property management software (Entrata), Microsoft Office, and NALP principles preferred.
• Consistent reliability and punctuality.

Pre-Prerequisites (Most Important Qualities)

• Positive attitude.
• Relentless problem-solving mindset.
• Will never claim the work of others as their own.
• We are trend setters and standards breakers. Our intent is to consistently surprise our audiences through excellence.
• Ability to anticipate needs and challenges.
• Understanding the difference between causation and correlation.
• We are all broom pushers. Every member of our team is willing to work and support at all levels.

Physical Demands

• Ability to sit or stand for extended periods of time.

Ongoing Training

• Membership in professional organizations and continuing education opportunities are supported by Garrett Residential and The Garrett Companies.