Resident Experience Manager

Avanti Residential•Denver, CO

23h•Hybrid

About The Position

The Resident Experience Manager is a proactive, customer-centric leader responsible for managing a team that delivers elevated service to residents across all Avanti Residential communities. This role combines hands-on resident support duties with team leadership responsibilities, overseeing offshore Resident Experience Specialists and ensuring effective communication, service excellence, and operational efficiency.

Requirements

Bachelor’s degree in business administration or related field is preferred. Comparable business experience may be accepted.
3+ years of experience in customer service or resident support, preferably in the real estate or property management industry.
Prior experience managing a team, including remote or offshore support staff.
Familiarity with CRM systems, Yardi, Excel, Word, and Outlook is preferred.
Strong leadership and coaching skills with the ability to inspire and develop a team.
Excellent verbal and written communication abilities.
High emotional intelligence and professionalism in customer interactions.
Flexible and adaptive to changing priorities and environments.
Technically proficient with common business platforms.
Pass criminal background screening prior to employment.
Possession of a valid driver's license and up-to-date vehicle insurance OR reliable transportation is required.
If minimum qualifications are met during resume screening the Wonderlic pre-employment assessment is required. The assessment will arrive in the email inbox that you provided.

Responsibilities

Hire, train, and mentor Resident Experience Specialists and Renewals Specialist to deliver excellent service across all supported communities.
Build and maintain strong relationships with residents by addressing inquiries, concerns, and requests promptly and professionally.
Oversee the team's responses to resident inquiries via telephone, email, and text, ensuring consistent communication and appropriate solutions.
Ensure all communications and updates are logged accurately in the CRM system.
Develop, implement, and refine service standards to improve resident satisfaction and service delivery consistency.
Monitor team performance, establish KPIs, and track metrics to ensure timely and high-quality support.
Analyze service trends and data to identify issues and implement improvements.
Collaborate with on-site teams to align communication, escalate concerns when appropriate, and maintain a seamless service partnership.
Conduct regular quality reviews, team check-ins, and coaching sessions to drive continuous improvement.
Ensure all resident relation tickets are responded to in a timely manner.
Work closely with the Business manager or Application Manager to ensure that the ticket is closed and updated.
Manage the resolution of escalated resident concerns with empathy and in alignment with Avanti policies.
Coordinate training and development activities for team members to ensure professional growth and consistency in service standards.
Partner with other departments to ensure platforms like resident portals, payment systems, and service apps are functioning effectively and support the resident journey.
Prepare and share reports on team performance, resident trends, and service outcomes.
Maintain process documentation and contribute to ongoing improvements in policies and procedures.
Oversee the renewal specialist to ensure all offers has been sent and that the renewal tracker is updated daily.
Support with renewal task as needed.

Benefits

Based on position, annual or quarterly bonuses are awarded based on performance and KPIs.
Up to 20% apartment discount.
Continuing education and tuition reimbursement.
A generous PTO policy.
Health and wellness benefits include Medical/HSA/FSA/Dental/Vision/STD/LTD and many other benefits to meet your specific needs.
4% company match for your 401k.
Avanti Shares Program where a portion of the company’s transactional profits are awarded to you.
Avanti Cares Program that helps employees in financial need.
Tenure-based Anniversary Recess.
Avanti Advisors Program to help new hires with onboarding.