Resident Experience Architect

Rippling; Coppell (TX); On-site; USD 52,000 - 75,000; Full time

Job summary

The Sound in Coppell, TX, seeks a Customer Experience Manager to serve as a community liaison, partnering with onsite management to ensure a positive online reputation and high resident satisfaction across leasing, events, and daily operations.

You will monitor online reviews, surveys, lease violations, and guest suites; coordinate with marketing to advertise spaces, and support leasing traffic while delivering exceptional customer service during weekends.

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.
• Ability to work weekends.

Responsibilities

• Effectively handle and resolve resident and prospective resident concerns, demonstrating empathy and facilitating solutions with a focus on achieving one-touch resolution whenever possible to ensure a seamless customer experience.
• Kindly enforce community policies to ensure fairness and consistency while maintaining a positive resident experience.
• Proactively manage resident retention by addressing renewal opportunities, engaging with residents about their needs, and working to secure renewals in a timely and effective manner.
• Support resident engagement by assisting with retention and activities that enhance community spirit.
• Help maintain the pristine appearance of the community and individual apartment homes to create a welcoming environment.
• Assist with prospective resident traffic during high-demand periods and maintain knowledge of leasing processes through regular training.
• Document findings in appropriate systems and communicate actionable insights to leadership and the operations team.
• Partner with the leadership team to host monthly meetings, sharing trends, goals, and opportunities for improving the resident experience.
• Document customer interactions, preferences, and communication details clearly and thoroughly in the CRM system.
• Analyze resident feedback to drive improvements, enhance satisfaction, and foster positive reviews while supporting Billingsley Collection values and top survey scores.
• Collaborate with marketing to effectively advertise rentable spaces, storage units, and parking options to assist with increased revenue efforts.
• Oversee the condition, scheduling, and services of guest suites to maintain high standards.
• Perform regular inspections of common areas, amenities, and resident spaces to ensure safety and compliance.
• Submit service requests for maintenance needs and issue lease violations as necessary to uphold community standards.
• Charge applicable lease violations to resident accounts and handle first-time waivers in accordance with company policies.
• Perform annual audits of rentable items (e.g., garages, storage) to ensure inventory accuracy and proper billing.
• Maintain clear and consistent communication with residents on property updates, rules, and reminders (e.g., pet policies, amenity usage).
• Partner with the management team to handle emergencies, including incident reporting, following company policies and procedures.
• Collaborate with the General Manager or Property Manager to approve leases, renewals, and emergency transfers.
• Partner with the service team to communicate effectively with residents about recurring or high-priority repairs, ensuring timely resolutions.
• Provide leadership and support during weekends to ensure uninterrupted service excellence.
• Take on additional responsibilities as assigned to meet the dynamic needs of the community and business.

Skills

Customer service

Time management

Written and verbal communication

Resident relations

Conflict resolution

Education

High school diploma

College preferred

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

The Sound in Coppell, TX, seeks a Customer Experience Manager to serve as a community liaison, partnering with onsite management to ensure a positive online reputation and high resident satisfaction across leasing, events, and daily operations.

You will monitor online reviews, surveys, lease violations, and guest suites; coordinate with marketing to advertise spaces, and support leasing traffic while delivering exceptional customer service during weekends.