Resident Experience Lead: Elevate Service & Retention

Auben Realty; Columbia (SC); On-site; USD 55,000 - 75,000; Full time

Job summary

Auben Realty is seeking a Customer Experience Manager to elevate the resident journey across our managed properties. You will be the first point of contact, delivering exceptional service by phone, email, and in person, and you will design strategies to boost satisfaction and retention.

You will collaborate with teams on operations, communications, and events, manage payments and Section 8 paperwork when needed, and represent the company with a proactive, solution‑oriented mindset in a

Qualifications

• High school diploma or equivalent.
• Associate degree strongly preferred.
• Proven experience as a customer service representative.
• Strong attention to detail and accuracy.
• Strong communication skills both verbal and written.

Responsibilities

• Serve as primary point of contact for residents.
• Follow up with prospective residents via email and phone.
• Schedule and manage prospective resident showings.
• Greet, assist, and coordinate daily walk-ins based on priority/needs of prospects, residents, and owners.
• Answer, screen, and/or transfer general phone calls received at the leasing office to appropriate team members.
• Answer, screen, and/or forward messages to appropriate team members.
• Receive and process resident payments and provide necessary receipts.
• Work with Resident Experience Managers on Section 8 Housing paperwork (RFTA packets).
• Mail Section 8 rent change letters.
• Mail monthly delinquency notices to residents.
• Develop and participate in community outreach programs/events.

Skills

Customer service

Attention to detail

Communication skills

Education

High school diploma or equivalent

Associate degree strongly preferred

Job description

Auben Realty is seeking a Customer Experience Manager to elevate the resident journey across our managed properties. You will be the first point of contact, delivering exceptional service by phone, email, and in person, and you will design strategies to boost satisfaction and retention.

You will collaborate with teams on operations, communications, and events, manage payments and Section 8 paperwork when needed, and represent the company with a proactive, solution‑oriented mindset in a