Resident Experience Manager

About the Role

The Resident Experience Manager is a proactive, customer-centric leader responsible for managing a team that delivers elevated service to residents across all Avanti Residential communities. This role combines hands-on resident support duties with team leadership responsibilities, overseeing offshore Resident Experience Specialists and ensuring effective communication, service excellence, and operational efficiency.

Responsibilities

• Oversee the team's responses to resident inquiries via telephone, email, and text, ensuring consistent communication and appropriate solutions.
• Monitor team performance, establish KPIs, and track metrics to ensure timely and high-quality support.
• Conduct regular quality reviews, team check-ins, and coaching sessions to drive continuous improvement.
• Manage the resolution of escalated resident concerns with empathy and in alignment with Avanti policies.
• Oversee the renewal specialist to ensure all offers has been sent and that the renewal tracker is updated daily. Support with renewal task as needed.

Requirements

• Bachelor's degree in business administration or related field is preferred. Comparable business experience may be accepted.
• 3+ years of experience in customer service or resident support, preferably in the real estate or property management industry.
• Prior experience managing a team, including remote or offshore support staff.
• Familiarity with CRM systems, Yardi, Excel, Word, and Outlook is preferred.
• Strong leadership and coaching skills with the ability to inspire and develop a team.
• Excellent verbal and written communication abilities.
• High emotional intelligence and professionalism in customer interactions.
• Flexible and adaptive to changing priorities and environments.
• Technically proficient with common business platforms.
• Pass criminal background screening prior to employment.
• Possession of a valid driver's license and up-to-date vehicle insurance OR reliable transportation is required.
• If minimum qualifications are met during resume screening the Wonderlic pre-employment assessment is required. The assessment will arrive in the email inbox that you provided.

Work Location

• Work Schedule and location based on supervisor requirements
• Travel for business based on Avanti's needs.

Benefits

• Based on position, annual or quarterly bonuses are awarded based on performance and KPIs.
• Up to 20% apartment discount.
• Continuing education and tuition reimbursement.
• A generous PTO policy.
• Health and wellness benefits include Medical/HSA/FSA/Dental/Vision/STD/LTD and many other benefits to meet your specific needs.
• 4% company match for your 401k.
• Avanti Shares Program where a portion of the company's transactional profits are awarded to you. The longer you stay, the higher your return.
• Avanti Cares Program that helps employees in financial need.
• Tenure-based Anniversary Recess.
• Avanti Advisors Program to help new hires with onboarding.

This response is AI-generated, for reference only.