Community Experience Leader

Billingsley-Company; Plano (TX); On-site; USD 70,000 - 90,000; Full time

Job summary

The Beacon, part of Billingsley, is seeking a Customer Experience Manager to lead resident engagement and service standards. You will resolve concerns, enforce policies, and drive renewals while maintaining a welcoming, well‑maintained community.

With 2+ years in multifamily or hospitality, strong communication and Microsoft Office skills, you will partner with leadership to analyze feedback, coordinate leasing processes, and mentor teams to deliver top‑tier resident experiences across events

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.
• Ability to clearly and effectively communicate.
• Represent Billingsley professionally through attire and behavior per the Billingsley Standards of Excellence.
• Valid Driver’s License.

Responsibilities

• Resolve resident and prospective resident concerns with empathy, aiming for one-touch resolution.
• Enforce community policies to ensure fairness and consistency while maintaining a positive resident experience.
• Proactively manage resident retention by addressing renewal opportunities and engaging with residents.
• Support resident engagement by assisting with retention and activities.
• Help maintain the pristine appearance of the community and apartment homes.
• Assist with prospective resident traffic during high-demand periods and learn leasing processes.
• Document findings in CRM and communicate insights to leadership.
• Partner with leadership to host monthly meetings and share trends.
• Oversee guest suites scheduling and services.
• Perform regular inspections of common areas and safety.
• Submit service requests and issue lease violations as needed.
• Charge lease violations to resident accounts and process waivers per policy.
• Perform annual audits of rentable items.
• Communicate updates and reminders to residents.
• Collaborate with management to approve leases and renewals.
• Coordinate with service team on repairs and resolutions.
• Provide leadership during weekends.
• Take on additional responsibilities as needed.

Skills

Customer service

Time management

Communication

Maintenance knowledge

Conflict resolution

Professionalism

Education

High school diploma

College preferred

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

The Beacon, part of Billingsley, is seeking a Customer Experience Manager to lead resident engagement and service standards. You will resolve concerns, enforce policies, and drive renewals while maintaining a welcoming, well‑maintained community.

With 2+ years in multifamily or hospitality, strong communication and Microsoft Office skills, you will partner with leadership to analyze feedback, coordinate leasing processes, and mentor teams to deliver top‑tier resident experiences across events