Job Description
Brief Description B I R G E & H E L D Investing in Communities to Transform Lives. The Clarion and Merritt at Sugarloaf - 641 units Who We Are It's fun to work in a company where people truly believe in what they are doing. At Birge & Held, we are committed to bringing excitement and energy to the business of multifamily housing. We expect every employee within our organization to be a leader working in a collaborative environment towards a shared vision. At Birge & Held, our employees have a Passion for People, demonstrate Leadership at Every Level, and are Always Learning & Innovating. Through these core values, we make our purpose a reality, “Investing in Communities to Transform Lives.” Position Overview The Customer Experience Manager leads efforts to create exceptional experiences for prospects and residents by overseeing resident interactions, resolving concerns efficiently, and ensuring operational excellence. This individual is responsible for managing the day-to-day customer experience, collaborating with teams to optimize leasing performance, and serving as an advisor and solutions advocate for resident concerns. The success of this role will be measured by attainment of predetermined key performance indicators (KPIs) and quarterly goals at the individual and community level. This role will report to the Operations Manager. Key Responsibilities Leadership in Customer Experience Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments. Develop and implement community and engagement strategies to ensure an outstanding experience for residents and prospects throughout their resident journey. Serve as a role model and lead for the team, fostering a resident-first mindset in all interactions while ensuring high-quality customer service from on-site Customer Experience Associates. Monitor and analyze resident feedback to identify trends, recommend improvements, and enhance satisfaction. Managing Resident Relationships Build and maintain strong relationships with residents, acting as a trusted advisor and ensuring their needs are met. Develop and implement resident events or activities to enhance the community experience. Provide support and guidance for unresolved resident concerns, ensuring prompt and effective resolutions in alignment with company policies by collaborating with the Operations Manager and other departments as needed. Oversee and assist residents with all available property technology. Collaboration with Central Property Operations Resident Screening: Partner with the Resident Screening team to ensure applications are processed quickly and accurately, while preparing residents and units for a smooth handoff back to the site for move-in execution after screening and lease completion. Resident Services (Renewals & Billbacks): Collaborate with Resident Services to ensure timely renewal pricing is available and communicated, and that move-out damages are documented and submitted promptly to support accurate billbacks. Accounts Receivable (AR): Work alongside the AR team by providing on-the-ground resident context, assisting with delivery of hard notices when needed, and supporting collection efforts through direct resident communication. Operational Excellence Supervise the management of resident data within property management software, ensuring accuracy and compliance with company policies. Oversee day-to-day operations, including resident communications, managing move-ins & move-outs, collecting move-in checklists and maintenance coordination. Collaborate with maintenance and operations teams to promptly address and resolve property concerns. Submit Property Owners Protection Insurance Company (POPIC) claims in accordance with standard operating procedures (SOPs). Manage delinquency and renewal processes as needed. Process Improvement and Reporting Assess and improve processes and market research reporting to enhance resident satisfaction and operational efficiency. Prepare and present regular reports on resident satisfaction, leasing performance, and operational key performance indicators (KPIs) to leadership. Understand and adhere to standard operating procedures, implementing them as needed to improve team efficiency and service quality. Education, Experience, And Skills Demonstrated passion for customer service. Strong interpers