Customer Experience Specialist

Reports To: Community Manager

Supervises: On-site maintenance team members

Location: Davenport, Florida


Major Objectives:

  • The Customer Experience Specialist is responsible for successfully executing the community’s marketing, leasing and renewal strategies of an initial lease-up community to achieve set occupancy goals.

  • Develops and initiates creative and innovative methods to increase the quantity and quality of incoming prospective residents. Assists with marketing efforts in the community to promote positive awareness of the property and increase traffic of prospective residents. Contacts prospective residents by phone or through email to market the property and schedule tours.

  • Sets the bar by intuitively assessing prospective residents needs and has the ability to adapt the sales approach to individual personality types thus having a consistently higher closing ratio when compared to industry peers.

  • Performs leasing of apartment units at the assigned property to prospective residents by communicating the value of residence at the assigned property. Expert knowledge of the community’s market, including but not limited to, direct local and product competition, rent levels, amenity preferences, the general housing market, the job market and neighborhood demographics.

  • Keeps abreast of current changes in technology, processes, and standards within the industry and area of responsibility by attending internal and external training classes, research and/or subscribing to the internet or other professional publications or utilizing other appropriate method to obtain business and professional information and applies knowledge and practices to area of responsibility.

  • Ensure that each resident and employee experience is in line with the Garrett Residential vision and expectation.


Specific Duties and Responsibilities:

  • Lead by example on how to create an exemplary customer experience for all future and existing residents at the community. This includes but is not limited to responding to internet leads, answering phone calls and showing prospective residents their future apartment home. Maintains information on incoming prospects daily and shares with the community manager as needed.

  • Responds to phone and email inquires from prospective residents. Applies sales techniques to schedule tours of the community. Meets with prospective residents and checks the avilability of apartment homes based on preferences and budget.

  • Collects required information from prospective residents to qualify residents for a lease. Completes all forms and data entry associated with leasing activities.

  • Notifies prospective resident of approval or disapproval. Assists qualified prospective residents with completing lease agreement and collects initial rent and deposit payments. Assists new residents with the move-in process.

  • Prepares and maintains a file for each resident according to policy and procedures and Entrada software.

  • Proactively contacts residents with expiring leases to propose renewals and close the renewal of the lease 120 days in advance of the lease expiration. Communicates and reinforces the resident value proposition to overcome resistance and secure renewal agreements.

  • Receives and corresponds with residents regarding service or other needs. Prepares work orders for service and triages requests to staff members as appropriate. Promotes positive resident relations and provides exemplary customer service and responsiveness to resident needs and concerns.

  • Ensures adherence to The Garrett Companies policies and safety rules; in addition, complies with policies for reporting incidents.

  • Monitors the property landscape and other attributes to identify and report potential safety hazards and concerns and to ensure “Disney like” property aesthetics.

  • Embraces a varied work schedule, including weekends and some holidays, as required to be available to current and prospective residents.

  • Attends and participates in training programs and events which may require travel.

  • Performs other related duties as assigned to meet the needs of the business. Follows-up with future guests and new residents to ensure satisfaction by sending e-mail, thank-you notes, and cards or making telephone calls or other contacts to finalize decisions to lease and/or renew.

  • Executes activities in support of the community’s lease renewal program by preparing lease renewal letters and packages for residents, meeting with and contacting renewing residents in advance of move-out dates and ensuring that lease renewal documents are signed and implemented on time.



  • Passionate about creating an unparalleled customer experience and relentless in the development of your customer service skills.

  • Extensive customer service and leasing experience with new construction and lease-ups (minimum of 1 year).

  • Must be consistently detail oriented.

  • Strong organizational skills.

  • Ability to recognize personal shortcomings.

  • Excellent written and verbal skills.

  • Ability to listen and understand intents and goals.

  • Ability to think creatively and innovatively.

  • Working knowledge or ability to quickly learn accounting software (Entrata); Microsoft office, etc.

  • NALP preferred.

  • Arrive to work on time.

  • Bi-lingual preferred, but not required.

Pre-Prerequisites (these are the most important items):

  • Positive attitude.

  • Relentless problem solving skills.

  • 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 by being excellent.

  • Ability to anticipate.

  • 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 climb up to four flights of stairs to access apartments.

  • Ability to walk several acres to tour community.

  • Some lifting; up to 15 lbs.

  • Ability to sit or stand for long periods at a time.

  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.


Initial Training and Orientation:

  • Garrett Companies Onboard program

  • Scheduled Weekly Meeting with supervisor.


Ongoing Training:

  • Membership to professional organizations and continuing education is supported by The Garrett Companies.


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