Customer Experience Manager at Thousand Oaks

Customer Experience Manager

Founded in 1978 by Lucy and Henry Billingsley, the organization expertly builds, owns, and manages its properties, ensuring long-term client, resident, and partner return. Specializing in master-planned developments and principles of new urbanism, each Billingsley property signifies technology, convenience, and a vast array of amenities aimed to attract and retain tenants, residents, visitors, and employees. These amenities include art, sculpture, parks, trails, and outdoor public spaces. With over 5,000 acres in DFW, Billingsley has built 5 million SF of Commercial space, 550,000 SF of Retail, 9 million SF of Industrial, and over 10,000 units of Multi-Family.

The Customer Experience Manager will serve as a community liaison and high-level resource for residents' questions, concerns, and feedback and in accordance with the vision and expectation of the company. The CEM will partner with onsite management and staff to ensure a positive online reputation and overall resident satisfaction. The CEM will ensure successful utilization of online reviews and resident surveys to identify and then communicate patterns, goals, and improvement opportunities on a regular and timely schedule. Additionally, the CEM will monitor and manage resident events, rentable spaces, lease violations, resident complaints, and overall community appearance. The CEM will also assist the leasing staff with the prospective leasing traffic to ensure everyone that walks into the office receives the highest level of customer service possible.

Job Responsibilities

• Effectively handle and resolve resident and prospective resident concerns, demonstrating empathy and facilitating solutions with a focus on achieving one-touch resolution whenever possible to ensure a seamless customer experience.
• Enforce community policies to ensure fairness and consistency while maintaining a positive resident experience.
• Proactively manage resident retention by addressing renewal opportunities, engaging with residents about their needs, and working to secure renewals in a timely and effective manner.
• Support resident engagement by assisting with retention and activities that enhance community spirit.
• Help maintain the pristine appearance of the community and individual apartment homes to create a welcoming environment.
• Assist with prospective resident traffic during high-demand periods and maintain knowledge of leasing processes through regular training.
• Document findings in appropriate systems and communicate actionable insights to leadership and the operations team.
• Partner with the leadership team to host monthly meetings, sharing trends, goals, and opportunities for improving the resident experience.
• Document customer interactions, preferences, and communication details clearly and thoroughly in the CRM system.
• Analyze resident feedback to drive improvements, enhance satisfaction, and foster positive reviews while supporting Billingsley Collection values and top survey scores.
• Collaborate with marketing to effectively advertise rentable spaces, storage units, and parking options to assist with increased revenue efforts.
• Oversee the condition, scheduling, and services of guest suites to maintain high standards.
• Perform regular inspections of common areas, amenities, and resident spaces to ensure safety and compliance.
• Submit service requests for maintenance needs and issue lease violations as necessary to uphold community standards.
• Charge applicable lease violations to resident accounts and handle first-time waivers in accordance with company policies.
• Perform annual audits of rentable items (e.g., garages, storage) to ensure inventory accuracy and proper billing.
• Maintain clear and consistent communication with residents on property updates, rules, and reminders (e.g., pet policies, amenity usage).
• Partner with the management team to handle emergencies, including incident reporting, following company policies and procedures.
• Collaborate with the General Manager or Property Manager to approve leases, renewals, and emergency transfers.
• Partner with the service team to communicate effectively with residents about recurring or high-priority repairs, ensuring timely resolutions.
• Provide leadership and support during weekends to ensure uninterrupted service excellence.
• Take on additional responsibilities as assigned to meet the dynamic needs of the community and business.

Knowledge and Skills:

• The ability to deliver the highest level of resident satisfaction through responsive, consistent, positive, and professional interactions.
• Superior time management skills with clear written and verbal communication.
• Gain extensive knowledge of the community, retailers, and Billingsley to promote community engagement at its highest level.
• Represent the Billingsley Values internal and external.
• Learn a basic level of maintenance knowledge to help troubleshooting resident calls that may not need to convert into a service request.
• Responsible for knowing how to efficiently read a resident ledger and will have the ability to apply a courtesy waiver if it falls within Billingsley's policies and procedures. In addition, helping to identify errors on a ledger that is brought to our attention by a resident.
• Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence.
• Conflict resolution and de-escalation skills to overcome challenging situations.
• Financial acumen

Job Qualifications:

• 2+ years of customer service or management experience in multifamily or hospitality preferred
• Proficiency with Microsoft Office software required
• RealPage, Onesite, ActiveBuilding, Knock and other property management system experience a plus
• College preferred; high school diploma required
• Superior customer service skills
• Ability to clearly and effectively communicate
• Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence
• Valid Driver's License
• Ability to work weekends.

Physical Requirements :

• Prolonged periods of sitting, standing, and walking
• Must be able to lift to 50 pounds at a time