Resident Experience Director

Capilano Properties #2, LLC; Phoenix (AZ); On-site; USD 90,000 - 150,000; Full time

Job summary

Onni is seeking a Director of Resident Services to lead all aspects of customer service for a residential community. You will drive resident satisfaction through strategic initiatives, oversee leasing operations, renewals, and team development in a collaborative environment.

You will mentor a resident services team, manage escalated issues, and work with marketing and maintenance teams to enhance the living experience while maintaining compliance and service standards.

Qualifications

• Proven experience in customer service management, preferably in a residential community or hospitality environment.
• Strong leadership and managerial skills, with the ability to motivate and inspire a team.
• Excellent interpersonal and communication skills, both verbal and written.
• Exceptional problem solving abilities and a proactive approach to customer service.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Knowledge of fair housing regulations and compliance is highly desirable.

Responsibilities

• Develop and implement comprehensive customer service strategies to enhance resident satisfaction and retention.
• Establish and enforce service standards to ensure consistent and exceptional customer experiences.
• Oversee day to day leasing team operations.
• Responsible for lease renewal lifecycle.
• Train, mentor, and motivate the resident services team to provide outstanding customer support.
• Handle escalated customer issues and complaints, ensuring prompt and effective resolution.
• Monitor customer feedback and implement initiatives to address areas of improvement.
• Plan, coordinate, and oversee resident events and activities to promote community engagement.
• Collaborate with the marketing team to develop event concepts and execute them flawlessly.
• Gather feedback from residents to continually enhance event offerings and experiences.
• Conduct regular resident surveys and analyze data to identify areas for improvement.
• Collaborate with maintenance and operations to keep the property well-maintained and inviting.
• Provide clear direction and feedback to the team to foster a positive work environment.
• Implement strategies to monitor and manage online reputation and respond to reviews.
• Identify and manage vendor relationships to maintain service standards for residents.
• Oversee concierge services to ensure personalized resident assistance.
• Develop and maintain a network of service providers to fulfill resident requests promptly.

Skills

Proven experience in customer service

Leadership and team motivation

Interpersonal and communication skills

Problem solving

CRM proficiency

Organizational and time management

Fair housing knowledge

Tools

CRM software

Job description

Onni is seeking a Director of Resident Services to lead all aspects of customer service for a residential community. You will drive resident satisfaction through strategic initiatives, oversee leasing operations, renewals, and team development in a collaborative environment.

You will mentor a resident services team, manage escalated issues, and work with marketing and maintenance teams to enhance the living experience while maintaining compliance and service standards.