Customer Experience Manager at The Beacon

Billingsley Company•Plano, TX

5d•Onsite

About The Position

The Customer Experience Manager at The Beacon is responsible for ensuring a seamless and positive experience for residents and prospective residents. This role involves handling concerns, enforcing policies, managing resident retention, and contributing to community engagement and maintenance. The position requires strong communication, problem-solving, and customer service skills, with a focus on achieving high resident satisfaction and supporting the company's values.

Requirements

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.
Extensive knowledge of the community, retailers, and Billingsley to promote community engagement.
Represent the Billingsley Values internally and externally.
Basic maintenance knowledge to troubleshoot resident calls.
Ability to efficiently read a resident ledger and apply courtesy waivers within policy.
Ability to identify errors on a resident ledger.
Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence.
Conflict resolution and de-escalation skills.
Financial acumen.
2+ years of customer service or management experience in multifamily or hospitality preferred.
Proficiency with Microsoft Office software required.
Superior customer service skills.
Ability to clearly and effectively communicate.
Valid Driver’s License.
Ability to work weekends.

Nice To Haves

RealPage, Onesite, ActiveBuilding, Knock and other property management system experience a plus.
College preferred.

Responsibilities

Handle and resolve resident and prospective resident concerns with empathy and efficiency, aiming for one-touch resolution.
Enforce community policies consistently to maintain fairness and a positive resident experience.
Manage resident retention by addressing renewal opportunities and engaging with residents about their needs.
Support resident engagement through retention efforts and activities that enhance community spirit.
Help maintain the appearance of the community and apartment homes.
Assist with prospective resident traffic during high-demand periods and stay knowledgeable about leasing processes.
Document findings and communicate insights to leadership and the operations team.
Partner with the leadership team to host monthly meetings on resident experience trends and goals.
Document customer interactions, preferences, and communication details in the CRM system.
Analyze resident feedback to drive improvements, enhance satisfaction, and foster positive reviews.
Collaborate with marketing to advertise rentable spaces, storage units, and parking options.
Oversee the condition, scheduling, and services of guest suites.
Perform regular inspections of common areas, amenities, and resident spaces for safety and compliance.
Submit service requests for maintenance needs and issue lease violations.
Charge applicable lease violations and handle first-time waivers according to company policy.
Perform annual audits of rentable items for accuracy and proper billing.
Maintain clear communication with residents on property updates, rules, and reminders.
Partner with the management team to handle emergencies and incident reporting.
Collaborate with the General Manager or Property Manager to approve leases, renewals, and emergency transfers.
Partner with the service team to communicate with residents about repairs.
Provide leadership and support during weekends.
Take on additional responsibilities as assigned.