Resident Experience Architect

Rippling; Irving (TX); On-site; USD 52,000 - 64,000; Full time

Job summary

Billingsley seeks a Customer Experience Manager to act as a community liaison, addressing resident questions and feedback while partnering with onsite teams to safeguard a strong online reputation and high resident satisfaction.

You will monitor reviews, surveys, and events, communicating patterns and improvement opportunities to leadership and the operations team. The role includes guest suites oversight, lease management support, and weekend coverage to ensure service excellence.

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 solutions.
• Enforce community policies to maintain fairness while ensuring a positive resident experience.
• Proactively manage retention by addressing renewal opportunities and renewals.
• Support resident engagement and community events to boost retention.
• Maintain the appearance of the community and apartment homes.
• Assist with prospective resident traffic during high-demand periods and train on leasing processes.
• Document findings in systems and communicate insights to leadership.
• Collaborate with leadership to host monthly meetings and share trends and goals.
• Document notifications and preferences clearly in the CRM system.
• Analyze resident feedback to drive improvements and positive reviews.
• Collaborate with marketing to advertise spaces and parking options to boost revenue.
• Oversee guest suites scheduling and services to maintain standards.
• Perform regular inspections of common areas for safety and compliance.
• Submit service requests and report violations per policy.
• Manage lease violations billing and apply courtesy waivers per policy.
• Perform annual audits of rentable items to ensure billing accuracy.
• Communicate property updates and reminders to residents.
• Coordinate with management during emergencies and adhere to procedures.
• Assist in approving leases/renewals and coordinating transfers.
• Work with service teams to address repairs promptly.
• Provide leadership during weekends to ensure service excellence.

Skills

Customer service

Time management

Communication

Conflict resolution

Ledger familiarity

Professionalism

Weekend availability

Education

High school diploma

College preferred

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

Billingsley seeks a Customer Experience Manager to act as a community liaison, addressing resident questions and feedback while partnering with onsite teams to safeguard a strong online reputation and high resident satisfaction.

You will monitor reviews, surveys, and events, communicating patterns and improvement opportunities to leadership and the operations team. The role includes guest suites oversight, lease management support, and weekend coverage to ensure service excellence.