Customer Experience Manager

Customer Experience Manager

At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader working in a collaborative environment towards a shared vision. Through these core values, we make our purpose a reality, "Investing in Communities to Transform Lives."

Position Overview

The Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence. This individual is responsible for managing the day-to-day customer experience, collaborating with teams to optimize leasing performance, and serving as an advisor and solutions advocate for resident concerns. The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Operations Manager.

Key Responsibilities

• Leadership in Customer Experience : Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.
• Develop and implement community and engagement strategies to ensure an outstanding experience for residents and prospects throughout their resident journey.
• Serve as a role model and lead for the team, fostering a resident-first mindset in all interactions while ensuring high-quality customer service from on-site Customer Experience Associates.
• Monitor and analyze resident feedback to identify trends, recommend improvements, and enhance satisfaction.
• Managing Resident Relationships : Build and maintain strong relationships with residents, acting as a trusted advisor and ensuring their needs are met.
• Develop and implement resident events or activities to enhance the community experience.
• Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions in alignment with company policies by collaborating with the Operations Manager and other departments as needed.
• Oversee and assist residents with all available property technology.
• Collaboration with Central Property Operations : Partner with the Resident Screening team to ensure applications are processed quickly and accurately, while preparing residents and units for a smooth handoff back to the site for move-in execution after screening and lease completion.
• Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move-out damages are documented and submitted promptly to support accurate billbacks.
• Work alongside the Accounts Receivable (AR) team by providing on-the-ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication.
• Operational Excellence : Supervise the management of resident data within property management software, ensuring accuracy and compliance with company policies.
• Oversee day-to-day operations, including resident communications, managing move-ins & move-outs, collecting move-in checklists and maintenance coordination.
• Collaborate with maintenance and operations teams to promptly address and resolve property concerns.
• Submit Property Owners Protection Insurance Company (POPIC) claims in accordance with standard operating procedures (SOPs).
• Manage delinquency and renewal processes as needed.
• Process Improvement and Reporting : Assess and improve processes and market research reporting to enhance resident satisfaction and operational efficiency.
• Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators (KPIs) to leadership.
• Understand and adhere to standard operating procedures, implementing them as needed to improve team efficiency and service quality.

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. Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement next steps. Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools. Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community. A desire for professional development and continued learning. Ability to manage one's time effectively and productively. Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands. A High school diploma or equivalent (e.g., GED) required.

What We Offer

Maintain work-life balance with a generous paid time-off policy including up to 18 days of PTO per year. In addition to traditional PTO, you'll receive 12 full days and two half day holidays including a floating holiday and your birthday. Separately, if you've served in the military, you'll receive Veterans Day as a paid day off. Make a difference in your community with 8 hours of Volunteer Paid Time Off (PTO) each year, giving you the ability to support a cause or organization of your choice. Take advantage of supportive leave benefits, including up to 3 weeks of paid parental leave and 6 weeks of paid childbirth leave. Boost your earnings with monthly commission opportunities and additional quarterly bonuses, both based on site-specific Key Performance Indicators (KPIs), giving you the chance to be rewarded for your performance and contributions. Save on living expenses with exclusive employee discounts at Birge & Held properties. Prioritize your well-being with a robust wellness program that supports your physical, mental, and emotional health. Enjoy up to $25 in monthly gym membership reimbursements and gain access to certified health coaches dedicated to helping you achieve your personal wellness goals. Access competitive dental, vision, and comprehensive medical plans to ensure you and your family receive the care you need, along with convenient online tools to help you manage your healthcare benefits with ease. Enjoy peace of mind today and tomorrow with a 401(k) plan that includes competitive employer contributions. Receive automatic enrollment in the company paid basic life insurance policy with the opportunity to elect supplemental life insurance. With employment at Birge & Held you have the ability to elect additional ancillary benefit options including but not limited to, Long-Term Disability (LTD), Short-Term Disability (STD) and Critical Illness Insurance that provides extra protection against unexpected health challenges. Grow your career through the support of a dedicated Talent Development team and a tuition reimbursement program. Whether you're building new skills, exploring new roles, or pursuing a degree, you'll have the resources and guidance to reach your full potential. Be part of an organization consistently recognized as one of the Top Workplaces in the USA, where your contributions are valued and celebrated.

Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce.