Customer Experience Manager

Birge & Held; Indianapolis (IN); On-site; USD 48,000 - 62,000; Full time

Job summary

A leading company in property management is seeking a Customer Experience Manager to enhance resident satisfaction and operational excellence. The role involves overseeing resident interactions, managing a team, and collaborating with sales and leasing teams to drive performance. Ideal candidates will have a strong customer service background and experience in property management.

Qualifications

• Minimum of three years of experience in customer service leadership.
• Strong verbal and written communication skills.
• Proficiency in property management software and CRM tools.

Responsibilities

• Lead efforts to create exceptional experiences for residents.
• Develop and implement community engagement strategies.
• Collaborate with teams to optimize leasing performance.

Skills

Customer service

Interpersonal skills

Communication

Problem-solving

Time management

Education

High school diploma or equivalent (e.g., GED)

Tools

Property management software

Microsoft Office

Customer relationship management (CRM) tools

Job description

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Base pay range

$48,870.63/yr - $61,088.29/yr

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 is responsible for managing the day-to-day customer experience, collaborating with teams to optimize leasing performance, and serving as an advisor and solutions advocate for resident concerns. The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Operations Manager.

Key Responsibilities

Leadership in Customer Experience

• Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.
• Develop and implement community and engagement strategies to ensure an outstanding experience for residents and prospects throughout their resident journey.
• Serve as a role model and lead for the team, fostering a resident-first mindset in all interactions while 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 and ensuring their needs are met.
• Develop and implement resident events or activities to enhance the community experience.
• Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions in alignment with company policies by collaborating with the Operations Manager and other departments as needed.
• Oversee and assist residents with all available property technology.

Collaboration with Leasing and Sales Teams

• Collaborate with the Sales & Leasing team to optimize leasing performance and align with property goals through standard communication channels and routine touchpoints.
• Oversee the leasing process, including coordinating showings, drafting and executing lease agreements, and handling additional tasks as needed.
• Analyze leasing and occupancy data for all rental units to identify trends and opportunities, providing recommendations to maximize occupancy rates and drive revenue growth.

Operational Excellence

• Supervise the management of resident data within property management software, ensuring accuracy and compliance with company policies.
• Oversee day-to-day operations, including resident communications, managing move-ins & move-outs, collecting move-in checklists and maintenance coordination.
• Collaborate with maintenance and operations teams to promptly address and resolve property concerns.
• Submit Property Owners Protection Insurance Company (POPIC) claims in accordance with standard operating procedures (SOPs).
• Manage delinquency and renewal processes as needed.

Process Improvement and Reporting

• Assess and improve processes and market research reporting to enhance resident satisfaction and operational efficiency.
• Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators (KPIs) to leadership.
• Understand and adhere to standard operating procedures, implementing them as needed to improve team efficiency and service quality.

Education, Experience, And Skills

• Demonstrated passion for customer service.
• Strong interpersonal skills with a customer focused mindset.
• Strong verbal and written communication skills.
• Minimum of three (3) years of experience in customer service leadership, property management, assistant management, or a hospitality-related role with direct reports.
• Be a self-starter with a proactive, solutions-driven mindset to address concerns and effectively implement next steps.
• Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
• Exhibit professionalism and discretion throughout all interactions with coworkers, residents, vendors, and the community.
• A desire for professional development and continued learning.
• Ability to manage one’s time effectively and productively.
• Ability to perform at a high level in a fast-paced work environment while successfully adapting to changing priorities and demands.
• A High school diploma or equivalent (e.g., GED) required.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other