Resident Experience Leader — Multifamily Community

Birge & Held; Topeka (KS); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

PTO 18 days/year

Volunteer PTO

Parental leave

401(k) plan

Wellness program

Employee discounts

Job summary

Birge & Held is seeking a Customer Experience Manager to lead resident interactions, resolve concerns, and drive operational excellence at our multifamily communities. You will supervise on-site Customer Experience Associates, guiding them to deliver outstanding service throughout the resident journey.

The role requires a minimum of three years in customer service leadership or property management, with strong communication skills and proficiency in property management software and CRM tools.

Qualifications

• Minimum of three years in customer service leadership or property management.
• Strong verbal and written communication, customer-focused.
• Proficiency with property management software and CRM tools.
• High school diploma or GED is required.

Responsibilities

• Lead efforts to create exceptional experiences for prospects and residents, oversee interactions, resolve concerns promptly, and drive leasing performance.
• Build and maintain resident relationships; plan events to enhance community life and address concerns in line with policy.
• Collaborate with central property operations on screening, renewals, and billbacks to ensure smooth move-ins and accurate invoicing.
• Manage resident data in PM software, coordinate move-ins/outs, and support maintenance coordination.

Skills

Customer service leadership

Property management

Team leadership

CRM tools

Education

High school diploma

Tools

OneSite

Yardi

CRM software

Microsoft Office

Job description

Birge & Held is seeking a Customer Experience Manager to lead resident interactions, resolve concerns, and drive operational excellence at our multifamily communities. You will supervise on-site Customer Experience Associates, guiding them to deliver outstanding service throughout the resident journey.

The role requires a minimum of three years in customer service leadership or property management, with strong communication skills and proficiency in property management software and CRM tools.