Customer Experience Manager

Auben Realty; Columbia (SC); On-site; USD 52,000 - 78,000; Full time

Job summary

Auben Realty is seeking a Customer Experience Manager to enhance the resident experience across our managed properties, acting as the first point of contact via phone, email, and in-person interactions. You will develop strategies to improve satisfaction, retention, and overall experience while representing the company with urgency and professionalism.

Responsibilities include resident retention, relations, and financial management, such as processing payments, handling Section 8 paperwork, and

Qualifications

• High school diploma or equivalent.
• Associate degree strongly preferred.
• Proven experience as a customer service representative.

Responsibilities

• Follow up with prospective residents via email and phone calls.
• Schedule and manage prospective resident showings.
• Greet, assist, and coordinate daily walk-ins based on priority/needs of prospects, residents, and owners.
• Answer, screen, and/or transfer general phone calls received at the leasing office to appropriate team members.
• Answer, screen, and/or forward messages to appropriate team members.
• Receive and process resident payments and provide necessary receipts.
• Work with Resident Experience Managers on Section 8 Housing paperwork (RFTA packets).
• Mail Section 8 rent change letters.
• Mail monthly delinquency notices to residents.
• Develop and participate in community outreach programs/events.

Skills

Customer service

Attention to detail

Communication

Education

High school diploma or equivalent

Associate degree preferred

Job description

Defined Role: The Customer Experience Manager will be responsible for enhancing the current and prospective resident experience across all managed properties, with a mission to provide exceptional customer service for our residents. This role involves developing and implementing strategies to improve satisfaction, retention, and overall experience by representing the company as the first impression via phone, email, and in-person.

Who we seek: We are igniting an effort which is nothing less than a drastic transformation of our entire approach and thought process around Asset Management’s procedures, processes & policies and cultural cultivation and at the center of this transformation is a key resource (you) who is an experienced change agent and is relentless in their pursuit of organizational excellence. As leaders, we passionately believe in our people, we noticeably want the best for our people and enthusiastically expect the best from our people.

Who we are: We are investors, developers, owners and operators of Scattered Site Single Family, Multifamily and Build for Rent assets throughout the Midwest and Southeast and in our sights is an intense mission to dramatically change the way we function, communicate, engage, evaluate, execute, course correct and think about our organizational growth, operations and management activities. We operate a vertically integrated real estate investment platform with a group of wholly owned subsidiaries that includes real estate brokerage, property management, property maintenance, construction project management, marketing/advertising efforts that both support our own investment strategies as well as serve the 3rd party marketplace. We possess an insatiable desire for growth, accomplishment and making the impossible happen and you should too.

Working with us, you will be challenged daily to improve yourself, work harder and faster than ever before and to take your skillsets and ability to accomplish to levels never thought possible and take on your position as if it was your own business. Our organization sparks the entrepreneurial spirit to help people live up to their true potential. Are you up to the challenge?

In your DNA will be a fire that burns, and the result is an Insane passion and high energy for creating change, improvement, and the natural incapability of accepting below bar standards, mediocrity, or anything less than the best. We need the right transformational leader in this role and are investing heavily in our mission to grow. If you are up for the challenge, we want to engage with you! If you truly consider yourself special and are prepared to demonstrate how and why - we look forward to hearing from you.

Responsibilities include but not limited to:

Education Requirements:

• High school diploma or equivalent
• Associate degree is strongly preferred

Qualifications:

• Proven experience as a customer service representative
• Strong attention to detail and accuracy
• Strong communication skills both verbal and written

Essential Job Functions:

Resident Retention:

• Follow up with prospective residents via email and phone calls.
• Schedule and manage prospective resident showings.
• Greet, assist, and coordinate daily walk-ins based on priority/needs of prospects, residents, and owners.

Resident Relations:

• Answer, screen, and/or transfer general phone calls received at the leasing office to appropriate team members.
• Answer, screen, and/or forward messages to appropriate team members.

Financial Management:

• Receive and process resident payments and provide necessary receipts.
• Work with Resident Experience Managers on Section 8 Housing paperwork (RFTA packets).
• Mail Section 8 rent change letters.
• Mail monthly delinquency notices to residents.
• Develop and participate in community outreach programs/events.

Work Environment:

Position is primarily located in a well-lit office environment.

Equipment Operated:

Standard office equipment including computers, fax machines, copiers, telephone, calculators, etc.

Mental/Physical Requirements:

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is primarily sitting at a desk utilizing a computer.

Compensation:

Competitive, based on experience and market standards.

Auben’s Core Values:

• TEAM ORIENTED
• SOLUTION ORIENTED
• SENSE OF URGENCY
• DIRECT/COMMUNICATIVE
• ACCOUNTABLE
• UNDERDOG DNA

Equal Opportunity Employer:

Auben Realty is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, disability, or any other protected status, ensuring fair employment practices across all aspects of our organization.

The above information is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified. Examples listed do not preclude the performance of other duties similar in nature or in level of complexity.