Customer Experience Manager

Key Responsibilities

• Leadership in Customer Experience
• Develop and implement community and engagement strategies
• Build and maintain strong relationships with residents
• Provide support and guidance for unresolved resident concerns
• Oversee and assist residents with all available property technology
• Collaborate with Resident Screening team
• Partner with Resident Services for renewals and billbacks
• Work alongside Accounts Receivable team
• Supervise resident data management
• Oversee day-to-day operations
• Collaborate with maintenance and operations teams
• Submit POPIC claims
• Manage delinquency and renewal processes
• Assess and improve processes
• Prepare and present reports

Education, Experience, And Skills

• Demonstrated passion for customer service
• Strong interpersonal skills with a customer-focused mindset
• Strong verbal and written communication skills
• Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or a hospitality-related role with direct reports
• Self-starter with a proactive, solutions-driven mindset
• Proficiency in property management software, Microsoft Office suite, and customer relationship management (CRM) tools
• Exhibit professionalism and discretion throughout all interactions
• A desire for professional development and continued learning
• Ability to manage time effectively and productively
• Ability to perform in a fast-paced work environment