Customer Experience Manager

Overview Investing in Communities to Transform Lives. Birge & Held is a company focused on multifamily housing. We are committed to bringing excitement and energy to the business. We expect every employee to be a leader working in a collaborative environment towards a shared vision. Our values include a Passion for People, Leadership at Every Level, and Always Learning & Innovating, with the purpose: 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 role manages day-to-day customer experience, collaborates with teams to optimize leasing performance, and serves as an advisor and solutions advocate for resident concerns. Success is measured by attainment of KPIs and quarterly goals at the individual and community level. This role reports 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 Resident Screening: 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 Resident Services (Renewals & Billbacks): 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 Accounts Receivable (AR): Work alongside the 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, plus holidays and a floating holiday Volunteer Paid Time Off (PTO) to support a cause or organization of your choice Paid parental leave and paid childbirth leave Monthly commission opportunities and quarterly bonuses based on site-specific KPIs Exclusive employee discounts at Birge & Held properties Wellness program with gym membership reimbursements and access to health coaches Competitive dental, vision, and medical plans with online benefits tools 401(k) plan with employer contributions Company-paid basic life insurance with options for supplemental life insurance and other ancillary benefits Talent Development and tuition reimbursement to support career growth Recognition as a Top Workplace and a valued contributor Birge & Held is an Equal Opportunity Employer and we are committed to hiring a diverse and talented workforce #J-18808-Ljbffr Birge & Held