Resident Experience Manager – Community & Retention

Billingsley-Company; Irving (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Billingsley is seeking a Customer Experience Manager in Irving, TX to act as a community liaison, ensure resident satisfaction, and enhance online reputation. You will work with onsite teams to monitor reviews, surveys, and trends for continuous improvement.

The role emphasizes empathy, policy enforcement, and proactive retention, with collaboration across leasing, marketing, and operations to improve living experiences.

Qualifications

• 2+ years of customer service or management experience in multifamily or hospitality.
• Proficiency with Microsoft Office.
• Experience with property management systems preferred.
• College preferred; high school diploma required.
• Ability to clearly and effectively communicate.
• Ability to work weekends.

Responsibilities

• Effectively handle and resolve resident and prospective resident concerns with empathy and aim for one-touch resolution.
• Enforce community policies to maintain fairness and consistency while ensuring a positive experience.
• Proactively manage retention by addressing renewals and engaging with residents.
• Support resident engagement and activities to enhance community spirit.
• Maintain the appearance of the community and apartments to welcome residents and visitors.
• Assist with prospective resident traffic during high-demand periods and learn leasing processes.
• Document findings in CRM and communicate actionable insights to leadership.
• Partner with leadership to host monthly meetings and share trends and goals for improvement.
• Collaborate with marketing to advertise rentable spaces and parking options to boost revenue.
• Oversee guest suites, perform routine inspections, and ensure safety and compliance.

Skills

Empathy

Time management

Communication

Conflict resolution

Professionalism

Education

High school diploma

College preferred

Tools

Microsoft Office

RealPage

OneSite

ActiveBuilding

Knock

Job description

Billingsley is seeking a Customer Experience Manager in Irving, TX to act as a community liaison, ensure resident satisfaction, and enhance online reputation. You will work with onsite teams to monitor reviews, surveys, and trends for continuous improvement.

The role emphasizes empathy, policy enforcement, and proactive retention, with collaboration across leasing, marketing, and operations to improve living experiences.