Resident Experience Leader

Billingsley Property Services II, Inc.; Coppell (TX); On-site; USD 52,000 - 68,000; Full time

Job summary

The Sound is seeking a Customer Experience Manager to join Billingsley Property Services II, Inc. in Coppell, Texas.

The role focuses on resident satisfaction, online reputation, events, and leasing support to ensure exceptional service across the community. Responsibilities include handling resident concerns, policy enforcement, renewal opportunities, engagement activities, and collaboration with marketing and operations to maintain high standards and positive reviews.

Qualifications

• 2+ years of customer service or management experience in multifamily or hospitality preferred.
• Proficiency with Microsoft Office software required.
• Experience with RealPage, Onesite, ActiveBuilding, Knock or other PM systems is a plus.
• College preferred; high school diploma required.
• Ability to clearly and effectively communicate.
• Represent Billingsley professionally through attire and behavior.
• Ability to work weekends.

Responsibilities

• Handle resident concerns with empathy and strive for one-touch resolution.
• Enforce community policies fairly while maintaining a positive resident experience.
• Proactively manage retention and renewal opportunities.
• Support resident engagement and events to boost community spirit.
• Maintain pristine community appearance and apartment homes.
• Assist with prospective traffic and leasing process knowledge.
• Document findings in CRM and share insights with leadership.
• Lead monthly meetings to discuss trends and goals.
• Record customer interactions clearly in CRM.
• Analyze feedback to improve satisfaction and reviews.
• Collaborate with marketing to advertise spaces and amenities.
• Oversee guest suites' condition and scheduling.
• Perform regular inspections of common areas and safety.
• Submit service requests and issue lease violations.
• Charge lease violations and handle waivers per policy.
• Audit rentable items for inventory and billing.
• Communicate property updates and reminders.
• Partner with management to handle emergencies.
• Collaborate with GM/Property Manager on leases and transfers.
• Coordinate with service team for repairs.
• Provide leadership during weekends.
• Take on additional responsibilities as needed.

Skills

Customer service

Management

Communication

Time management

Education

High school diploma

College preferred

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

The Sound is seeking a Customer Experience Manager to join Billingsley Property Services II, Inc. in Coppell, Texas.

The role focuses on resident satisfaction, online reputation, events, and leasing support to ensure exceptional service across the community. Responsibilities include handling resident concerns, policy enforcement, renewal opportunities, engagement activities, and collaboration with marketing and operations to maintain high standards and positive reviews.