Customer Experience Manager

Defined Role

The Customer Experience Manager will be responsible for enhancing the current and prospective resident experience across all managed properties, with a mission to provide exceptional customer service for our residents. This role involves developing and implementing strategies to improve satisfaction, retention, and overall experience by representing the company as the first impression via phone, email, and in-person.

• High school diploma or equivalent
• Associate degree is strongly preferred

• Proven experience as a customer service representative
• Strong attention to detail and accuracy
• Strong communication skills both verbal and written

• Follow up with prospective residents via email and phone calls.
• Schedule and manage prospective resident showings.
• Greet, assist, and coordinate daily walk‑ins based on priority/needs of prospects, residents, and owners.

• Answer, screen, and/or transfer general phone calls received at the leasing office to appropriate team members.
• Answer, screen, and/or forward messages to appropriate team members.

• Receive and process resident payments and provide necessary receipts.
• Work with Resident Experience Managers on Section 8 Housing paperwork (RFTA packets).
• Mail Section 8 rent change letters.
• Mail monthly delinquency notices to residents.
• Develop and participate in community outreach programs/events.

Position is primarily located in a well‑lit office environment.

Standard office equipment including computers, fax machines, copiers, telephone, calculators, etc.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is primarily sitting at a desk utilizing a computer.

Competitive, based on experience and market standards.

Auben Realty is committed to fostering a diverse and inclusive workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, disability, or any other protected status, ensuring fair employment practices across all aspects of our organization.

DISCLAIMER

The above information is intended to describe the general nature and level of work being performed by people assigned to this job. It is not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified. Examples listed do not preclude the performance of other duties similar in nature or in level of complexity.