Customer Experience Manager

Birge & Held; Dillon (MT); On-site; USD 54,000 - 68,000; Full time

Job summary

A leading company in property management is seeking a Customer Experience Manager to enhance resident interactions and ensure operational excellence across multiple residential communities. The role involves overseeing customer service teams, managing resident relationships, and collaborating with leasing and sales teams to meet property goals. Ideal candidates will have a strong background in customer service leadership, excellent communication skills, and a passion for improving resident experiences.

Benefits

Competitive pay

Bonuses

Retirement plan

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid holidays

Time off including birthday

Qualifications

• Minimum three years in customer service leadership or property management.
• Proficiency in property management software and CRM tools.

Responsibilities

• Lead efforts to create exceptional customer experiences.
• Monitor and analyze resident feedback to enhance satisfaction.
• Collaborate with leasing teams to optimize performance.

Skills

Customer Service

Communication

Interpersonal Skills

Problem Solving

Time Management

Education

High School Diploma or GED

Tools

Property Management Software

Microsoft Office

CRM Tools

Job description

Join to apply for the Customer Experience Manager role at Birge & Held

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This range is provided by Birge & Held. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

$54,384.00/hr - $67,980.00/hr

Supporting 6 Multi-Family Residential Communities

• Straight Creek - 79 Units (Dillon, CO)
• Flour Mill - 52 Units (Steamboat Springs, CO)
• Main Street - 33 Units (Steamboat Springs, CO)
• Centennial - 148 Units
• UTE City Place - 22 Units
• Bighorn Crossing - 72 Units

Position Overview

The Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence. This individual manages the day-to-day customer experience, collaborates with teams to optimize leasing performance, and serves as an advisor and solutions advocate for resident concerns. Success will be measured by KPIs and quarterly goals at the individual and community level. The role reports to the Operations Manager.

Key Responsibilities

Leadership in Customer Experience

• Conduct all business in accordance with company policies, Fair Housing, ADA, FCRA, and all relevant laws.
• Develop and implement community and engagement strategies to ensure an outstanding resident experience.
• Lead and serve as a role model for the team, fostering a resident-first mindset and ensuring high-quality customer service from on-site Customer Experience Associates.
• Monitor and analyze resident feedback to identify trends, recommend improvements, and enhance satisfaction.

Managing Resident Relationships

• Build and maintain strong relationships with residents, acting as a trusted advisor.
• Develop and implement resident events or activities to enhance community experience.
• Support and guide residents with unresolved concerns, ensuring prompt resolutions in collaboration with the Operations Manager and other departments.
• Oversee and assist residents with property technology.

Collaboration with Leasing and Sales Teams

• Work with the Sales & Leasing team to optimize leasing performance and align with property goals.
• Oversee leasing processes, including showings, lease drafting, and execution.
• Analyze leasing and occupancy data to identify trends and opportunities, providing recommendations to maximize occupancy and revenue.

Operational Excellence

• Supervise resident data management within property management software, ensuring accuracy and compliance.
• Oversee daily operations, including communications, move-ins & move-outs, and maintenance coordination.
• Collaborate with maintenance and operations teams to address property concerns.
• Manage insurance claims (POPIC) as per SOPs.
• Handle delinquency and renewal processes as needed.

Process Improvement and Reporting

• Assess and improve processes and reporting to enhance resident satisfaction and efficiency.
• Prepare and present reports on resident satisfaction, leasing, and operational KPIs to leadership.
• Adhere to and implement SOPs to improve team efficiency and service quality.

Education, Experience, And Skills

• Passion for customer service.
• Strong interpersonal and communication skills.
• Minimum three (3) years in customer service leadership, property management, or related hospitality roles with direct reports.
• Proactive, solutions-driven mindset.
• Proficiency in property management software (e.g., Onesite, Yardi), Microsoft Office, and CRM tools.
• Professionalism and discretion in all interactions.
• Desire for professional growth and learning.
• Effective time management and adaptability in fast-paced environments.
• High school diploma or equivalent (GED) required.

What We Offer

• Competitive pay, bonuses, retirement plan, medical, dental, vision, and life insurance.
• Collaborative and progressive team environment.
• Paid holidays and time off, including your birthday.
• Opportunities to make a difference in a growing organization.