Client Experience Manager

Job Description

Job Description

Description:

The Client Experience Manager is responsible for maintaining an effective balance between leasing apartments, managing resident retention, marketing the product, and handling administrative and financial responsibilities for your community.

As a client experience manager, you are required to assume greater responsibilities upon absorbing and applying knowledge of all aspects of property management. Maturity and good judgment are a necessity, someone who advocates on behalf of your team to enhance individual performance while providing excellent service to internal and external customers is an ideal candidate for this position.

You will serve as the individual responsible for the community in the absence of the Community Manager. Proactive, organized professionals with a team-player mindset and a passion to exceed expectations thrive in this role.

Essential Job Duties:

• Maintains positive customer service and friendly attitude.
• Greets prospective clients, shows property, and performs leasing duties as needed.
• Assists in ensuring property is consistently occupied at 95% or higher.
• Assists with training and provides support/mentorship for sales associates on team.
• Answers and handles incoming phone calls from prospective new residents, current residents, vendor/suppliers, etc.
• Maintains awareness of local market conditions and trends. Contributes ideas to manager for marketing property and improving resident satisfaction.
• Maintain delinquency below 2% each month for the community.
• Maintains accurate resident records and daily update all rents, deposits and application fees received by residents and applicants. Issue appropriate notices when necessary (e.g., late payments, eviction notices, returned check memos).
• Generate necessary legal action, documents, and process in accordance with State and Company guidelines.
• Recommend, generate, send, and follow-up with renewal offers.
• Confirm all leases and corresponding paperwork are completed and recorded into the software system accurately and on a timely basis.
• Ensure current resident files are properly maintained.
• Ensure all administrative paperwork is accurate, complete, and submitted on a timely basis.
• Resolve resident concerns and requests on a timely basis to ensure resident satisfaction with management.
• Complies with all Federal and Local Fair Housing regulations and ordinances.
• Ensure that models and market ready apartments are walked daily and communicate any service-related needs to maintenance.
• Performs physical property inspections when on grounds; picks up litter and reports any service needs to maintenance staff. Will also inspect move-ins, move-¬outs and vacancies when requested.
• Updates required reports concerning move¬-out notices, daily leasing activities and provides information to the manager.
• Organizes and files all applicable reports, leases, and paperwork.
• Process move¬-ins and move-outs.
• Process all final account statements in conjunction with guidance from the service manager.
• Process commission and bonus reports monthly, along with file audits for compliance with company guidelines.
• Accepts service requests from residents and routes to maintenance for prompt processing.
• Performs any additional duties assigned by property manager.

• Excellent communication and interpersonal skills.
• Detail-oriented with strong organizational and multitasking skills.
• Strong customer service skills.
• Skilled in time management and the ability to prioritize tasks.
• Excellent critical thinking and problem-solving skills.
• Familiarity with leasing laws and regulations.
• High school diploma or equivalent (bachelor’s degree in business, management or real estate preferred).

PHYSICAL REQUIREMENTS / WORKING CONDITIONS :

Normally works in well-lit, comfortable surroundings. Must be able to concentrate with frequent interruptions. Must be able to walk for up to 75% of the workday. Must be able to bend and stoop and be able to lift and carry up to 25 pounds independently.