Floating Customer Experience Specialist/Leasing in Allen, Texas at Billingsley Property Services II, Inc.

Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces. With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family.

The Floating Customer Experience Specialist/Leasing Consultant plays a crucial role in promoting and leasing apartment homes within the Billingsley Collection. This position will support leasing and customer experience needs across multiple communities, including a brand-new lease-up community and a more stabilized property within the Collection. The primary responsibilities revolve around engaging with prospective and current customers, showcasing property features, supporting lease-up velocity, and ensuring exceptional customer service.

The Floating CES/Leasing Consultant will strive to ensure a positive online reputation and overall resident satisfaction is achieved by providing excellent customer experience to our guests, prospects, residents, and vendors alike. Additionally, this role will collaborate with the Customer Experience Manager and on-site teams to support resident retention, renewals, rentable spaces, issue lease violations, handle resident complaints, and overall curb appeal. The role involves a blend of sales, service, customer relationship management, and flexible support based on property needs.

Job Responsibilities

• Showcase and lease Billingsley Collection homes and rental spaces with enthusiasm and professionalism.
• Support leasing efforts at both a brand-new lease-up community and a stabilized Billingsley Collection property.
• Respond promptly to online inquiries and prospect phone calls, timely follow up, delivering a superior experience during property tours in line with Billingsley standards of excellence.
• Supports Billingsley Collection culture and values to achieve top Customer Satisfaction and Reputation Management survey scores and reviews.
• Demonstrate in-depth knowledge of each assigned community by showcasing unique amenities and features that align with customer needs.
• Document customer interactions, preferences, and communication details clearly and thoroughly in the CRM system.
• Help maintain the pristine appearance of the communities and individual apartment homes to create a welcoming environment.
• Use sales, networking, and marketing strategies to attract prospective residents and increase property traffic.
• Clearly explain apartment home options, generate quotes for pricing, and package details to help prospects make informed decisions.
• Maintain up-to-date knowledge of assigned properties, amenities, pricing, availability, and market competition to position Billingsley homes as the top choice.
• Build lasting, positive connections with residents by proactively identifying opportunities to enhance their satisfaction and loyalty while increasing retention.
• Handling of customer phone calls and ensuring first-contact resolution whenever possible, demonstrating empathy and efficiency.
• Proactively manage resident retention by addressing renewal opportunities, engaging with residents about their needs, and working to secure renewals in a timely and effective manner.
• Confidently address customer questions or concerns. Take ownership of inquiries with your expertise, escalating to the appropriate team member only when necessary to ensure prompt and accurate resolutions.
• Accurately prepare and input leasing documents into the resident database while ensuring compliance with all procedures.
• Support resident engagement by assisting with retention and activities that enhance community spirit.
• Conduct thorough move-in orientations and inspections to ensure new residents feel welcomed and prepared.
• Build professional relationships with residents, colleagues, vendors, and guests to foster a cohesive community.
• Keep up to date with industry trends and best practices to continually improve the customer experience.
• Attend team meetings and required training sessions to stay informed and grow professionally.
• Travel between assigned Billingsley Collection communities as needed to support leasing, customer experience, and operational needs.
• Take on additional responsibilities as assigned by your supervisor, contributing to the success of the communities.
• Follow Billingsley Company’s Standards of Excellence and operating procedures to ensure a consistent and exceptional experience.

Job Qualifications:

• 2+ years of experience in sales, service, leasing, or hospitality industry preferred
• Prior multifamily leasing or lease-up experience preferred
• Proficiency with Microsoft Office software required
• RealPage, OneSite, ActiveBuilding, Knock, and other property management system experience a plus
• College preferred; high school diploma required
• Superior customer service skills
• Ability to clearly and effectively communicate
• Ability to work successfully across multiple properties and adapt to changing business needs
• Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence
• Valid Driver’s License
• Reliable transportation between assigned properties required
• Weekends required

Physical Requirements:

• Prolonged periods of sitting, standing, and walking
• Must be able to lift to 50 pounds at a time