Resident Experience & Retention Manager

Billingsley-Company; Coppell (TX); On-site; USD 55,000 - 85,000; Full time

Job summary

The Sound is seeking a Customer Experience Manager to act as a community liaison, overseeing resident questions, concerns, and feedback with a focus on delivering outstanding service and online reputation management. You will partner with onsite management, review trends, and drive improvements across leasing, events, and communications.

Responsibilities include managing resident retention, coordinating with leasing and marketing teams, and guiding frontline staff to maintain top survey scores

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, demonstrating empathy and solutions.
• Enforce community policies to ensure fairness while maintaining a positive resident experience.
• Proactively manage resident retention and renewals in a timely manner.
• Support resident engagement and activities to enhance community spirit.
• Maintain pristine appearance of the community and apartments.
• Assist with prospective resident traffic during high-demand periods and train on leasing processes.
• Document findings in systems and communicate insights to leadership.
• Lead monthly meetings to discuss trends and improvement opportunities.
• Document customer interactions and preferences in the CRM.
• Collaborate with marketing to advertise rentable spaces and amenities.
• Oversee guest suites operations and maintenance scheduling.
• Perform inspections of common areas for safety and compliance.
• Submit service requests and lease-violation issues as needed.
• Charge lease violations to accounts and manage waivers as policies allow.
• Audit rentable items and ensure inventory accuracy and billing.
• Communicate property updates and reminders to residents.
• Partner with management to handle emergencies and transfers.
• Coordinate with service team on repair timelines and priorities.
• Provide leadership during weekends to ensure service excellence.

Skills

Customer service

Time management

Resident engagement

Billingsley Values

Maintenance knowledge

Resident ledger reading

Professional conduct

Conflict resolution

Education

College preferred

High school diploma required

Tools

Microsoft Office

RealPage

Onesite

ActiveBuilding

Knock

Job description

The Sound is seeking a Customer Experience Manager to act as a community liaison, overseeing resident questions, concerns, and feedback with a focus on delivering outstanding service and online reputation management. You will partner with onsite management, review trends, and drive improvements across leasing, events, and communications.

Responsibilities include managing resident retention, coordinating with leasing and marketing teams, and guiding frontline staff to maintain top survey scores