Customer Experience Manager

About the role

A Customer Experience Manager is to deliver and maintain exceptional living experiences to all BBC Customers with responsibility for a wide variety of property marketing, sales, and customer engagement activities. First impressions about our communities often start with our Resident Experience Specialists, which will be directed by this position. In this sales and customer experience management role you will be responsible for supporting and assisting the Community Management Team achieve all leasing goals and budgeted occupancy. In addition, guiding them through the application, leasing offer, move-in, through renewal, or move-out processes.

Responsibilities

• Responsible for achieving budgeted occupancy and implementing marketing strategy.
• Review leasing/prospect management in accordance to our company Exceptional Living policy.
• Responsible to renew residents at end of lease terms where required.
• Deliver the highest level of resident experience and satisfaction through responsive, consistent, positive, and professional interactions.
• Create Exceptional Living experience from the offer of a home to the lease renewal or move-out ensuring a smooth transition throughout their stay with BBC.
• Inspect the property on a regular basis to identify any deficiencies or issues that need to be addressed.
• Conduct pre-inspections on move-ins to ensure homes ready for occupancy, as well as move-out inspections using company software.
• Manage and conduct on-site audits in software system to ensure compliance with company policy.
• Attend and assist with Lifeworks through resident engagement and coordination of events and activities as required.
• Ensure CES: Meet, greet, engage, and welcome all prospective residents to identify their needs and help them find the perfect home and have ability to resolve any customer objections.
• Conduct Market Surveys to compare competition weaknesses and advantages.
• Train software system usage to ensure compliance with company policy.
• Ensure all Touring Options available: In-person, Virtual, Website and Recorded tours preferred by customers.

Requirements

• High School diploma or GED required
• Minimum of three (3) years of work experience in customer service
• Property Management or Hospitality preferred
• Strong customer engagement and communication skills
• Experience in Microsoft Office – Outlook, Word Excel
• Property Management Software, Yardi is a plus
• Possession of a valid state issued Driver’s License and safe driving record are required.

Qualifications

• None specified

Skills

• Customer Engagement
• Communication
• Marketing Strategy Implementation
• Property Inspection
• Leasing Process Support
• Software Usage Training
• Market Research
• Event Coordination

Benefits

• Discretionary bonuses
• Medical and Dental Insurance
• Health, Flexible Spending and Dependent Care Accounts
• Company paid life insurance
• 401K plan with employer matching
• Robust PTO to include, sick, floating holidays, vacation, and personal days
• Volunteer Days per year
• Company paid short-term and long- term disability, parental leave
• And more!

Pay

TBD

Schedule

TBD