Customer Experience Manager at The Beacon

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.
• Kindly 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 internally and externally.
• Learn a basic level of maintenance knowledge to help troubleshoot 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.