Position Purpose

The Experience Specialist role aims to empower Northland’s leasing team by training the core concepts of leasing execution and customer experience strategy. Led by the Director of Customer Experience, this role will assist in the development and execution of strategic initiatives focused on creating and delivering a top-tier customer experience to residents and prospects throughout Northland’s national portfolio.

Essential functions of the role include assisting in the creation of a redesigned onboarding program for leasing team members and educating community teams with newly implemented sales and leasing strategies. Other key responsibilities include auditing Northland’s virtual to in-person leasing experience, discovering new technologies to improve leasing and sales strategies and customer engagement, facilitating the rollout and training of a centralized leasing center, and working closely with the marketing department to create and redevelop marketing collateral.

• Please note that this is a floating position with a hybrid work environment. The Experience Specialist will be required to travel to communities, regional training centers, and corporate locations for scheduled trainings and meetings.

Essential Functions

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• Onboard newly hired leasing consultants in addition to training the proper execution of sales cycles and utilization of key features in the leasing applications and systems.
• Mentor and develop sales team members both virtually and in-person.
• Expand and improve team product knowledge and demonstration skills.
• Ensure that all team members complete required training and annual certifications in compliance with company guidelines.
• Conduct weekly reviews of sales performance results and provide coaching and counseling through performance improvement plans, as needed.
• Prepare a monthly sales training schedule and conduct motivational sales courses.
• Create sales procedures and training manuals for the key sales disciplines: telephone, on-site tours, and follow-up for both e-lead and database management.
• Audits execution of sales performance with monthly shops of communities.

The individual must possess the following knowledge, skills and abilities and be able to explain and demonstrate that he or she can perform the essential functions of the job, with or without reasonable accommodation, using some other combination of skills and abilities.

• At least 3 years of experience in multifamily operations or training is required.
• Experience with writing, developing, and conducting presentations for group and/or individual audiences is strongly preferred.
• Must articulate training curriculums with the ability to be persuasive and organized in thought when speaking with others and when drafting company communications.
• Advanced competency a variety of software including Microsoft Word, Excel, Outlook, and PowerPoint. Experience with Yardi or other property management software is ideal.
• Must possess a strong knowledge of real estate concepts and market trends.
• Ability to prioritize and plan work activities and develop realistic action plans.
• Excellent attention to detail with the ability to demonstrate accuracy and thoroughness in monitoring your own work and others.
• Must be adaptable to changes in the work environment and shifts in company portfolio.
• The ability to work collaboratively with all internal and external stakeholders, including external vendors and customers.
• Ability to travel 50-75% of the time.

Benefits Highlights:

• Competitive Bonus Programs
• 401(k) + Company Match
• Medical, Dental, & Vision Insurance
• Generous PTO (including birthdays & well-being time)
• Employee Apartment Discounts
• Educational & Vocational Assistance
• Employee Assistance Program

Northland is a proud Equal Opportunity Employer and a Drug Free Workplace.

Job Snapshot