Resident Experience & Engagement Manager

Rippling; The Colony (TX); On-site; USD 55,000 - 75,000; Full time

Job summary

The Hudson at Billingsley is seeking a Customer Experience Manager to act as a community liaison, ensuring residents’ questions are answered promptly with empathy and professional care. You will partner with onsite management to protect online reputation and maximize resident satisfaction.

You will monitor reviews, surveys, and events, while guiding leasing staff and maintenance to deliver exceptional service and a welcoming, well-maintained living environment across the community.

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 with empathy and one-touch resolution.
• Enforce community policies to maintain fairness and a positive resident experience.
• Proactively manage resident retention and renewals with timely engagement.
• Support resident engagement and community spirit activities.
• Maintain pristine appearance of the community and apartments to welcome residents.
• Assist with prospective traffic and leasing processes through regular training.
• Document findings in systems and communicate insights to leadership.
• Host monthly meetings with leadership to discuss trends and goals.
• Communicate clearly in the CRM and handle resident interactions.
• Analyze feedback to drive improvements and foster positive reviews.
• Collaborate with marketing to advertise rentable spaces to boost revenue.
• Oversee guest suites scheduling and services to high standards.
• Perform regular inspections of common areas and amenities for safety.
• Submit service requests and lease violations as needed.
• Charge lease violations to accounts and apply first-time waivers per policy.
• Audit rentable items and ensure inventory accuracy and billing.
• Maintain communication about property updates, rules, and reminders.
• Partner with management to handle emergencies and incident reporting.
• Collaborate with the General Manager to approve leases and transfers.
• Work with service team to communicate repairs and timely resolutions.
• Provide leadership and support during weekends to ensure service excellence.
• Take on additional responsibilities as needed.

Skills

Customer service

Time management

Written and verbal communication

Interpersonal skills

Conflict resolution

Education

College preferred; high school diploma required

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

The Hudson at Billingsley is seeking a Customer Experience Manager to act as a community liaison, ensuring residents’ questions are answered promptly with empathy and professional care. You will partner with onsite management to protect online reputation and maximize resident satisfaction.

You will monitor reviews, surveys, and events, while guiding leasing staff and maintenance to deliver exceptional service and a welcoming, well-maintained living environment across the community.