Customer Experience Manager

Who we are

At Balfour Beatty Communities, we are dedicated to a singular mission: delivering the quality communities people are proud to call home. We believe exceptional living experiences can only be created when We Care-about our residents, our partners, our communities and each other. Our culture of caring drives every aspect of our business, guiding us to always do the right thing and build meaningful connections as we fulfill the needs of our residents and partners with sincerity, empathy and creativity.

Our Benefits

• Discretionary bonuses
• Medical and Dental Insurance 1st of the month following employment
• Health, Flexible Spending and Dependent Care Accounts
• Company paid life insurance
• 401K plan with employer matching
• Robust PTO to include, sick, floating holidays, vacation, and personal days
• 2 Volunteer Days per year
• Company paid short-term and long- term disability, parental leave.
• And more!

About the role

A Customer Experience Manager is to deliver and maintain exceptional living experiences to all BBC Customers with responsibility for a wide variety of property marketing, sales, and customer engagement activities. First impressions about our communities often start with our Resident Experience Specialists, which will be directed by this position. In this sales and customer experience management role you will be responsible for supporting and assisting the Community Management Team achieve all leasing goals and budgeted occupancy. In addition, guiding them through the application, leasing offer, move-in, through renewal, or move-out processes.

You may be eligible for a $500 net sign on bonus to be paid out in your first paycheck

What you'll be doing

• Responsible for achieving budgeted occupancy and implementing marketing strategy. Review leasing/prospect management in accordance to our company Exceptional Living policy.
• Responsible to renew residents at end of lease terms where required.
• Deliver the highest level of resident experience and satisfaction through responsive, consistent, positive, and professional interactions.
• Create Exceptional Living experience from the offer of a home to the lease renewal or move-out ensuring a smooth transition throughout their stay with BBC.
• Inspect the property on a regular basis to identify any deficiencies or issues that need to be addressed.
• Conduct pre-inspections on move-ins to ensure homes ready for occupancy, as well as move-out inspections using company software
• Assign and monitor CES' specific neighborhood or designated streets; responsible to conduct all vacate notice follow up, pre and final move out inspections.
• Manage and conduct on-site audits in software system to ensure compliance with company policy.
• Attend and assist with Lifeworks through resident engagement and coordination of events and activities as required
• Be knowledgeable of community lease agreement and community policies so you can assist with resident needs and inquiries.
• Ensure CES: Meet, greet, engage, and welcome all prospective residents to identify their needs and help them find the perfect home and have ability to resolve any customer objections.
• Conduct Market Surveys to compare competition weaknesses and advantages.
• Train software system usage to ensure compliance with company policy.
• Ensure all Touring Options available: In-person, Virtual, Website and Recorded tours preferred by customers.

Typical Physical Demands: Regularly use hands to manipulate tools, controls, phones and computer keyboard. Frequently stand, reach with hands and arms, climb, balance, and stoop. Sit and stand to do clerical work. Regularly lift and move office supplies up to 20 lbs.

Typical Work Conditions: Work is performed in an office. Employee frequently interacts directly with community management, facilities management, residents, and other staff members during the workday.

Who we're looking for

• High School diploma or GED required
• Minimum of three (3) years of work experience in customer service
• Property Management or Hospitality preferred
• Strong customer engagement and communication skills
• Experience in Microsoft Office - Outlook, Word Excel
• Property Management Software, Yardi is a plus
• Possession of a valid state issued Driver's License and safe driving record are required.

Balfour Beatty Communities is part of Balfour Beatty Investments and Balfour Beatty, plc, an international group that finances, develops, builds and maintains infrastructure assets.

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