Customer Experience Manager

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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.

• Discretionary bonuses
• Medical and Dental Insurance (1st of the month following employment)
• Health, Flexible Spending and Dependent Care Accounts
• Company paid life insurance
• 401(k) 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!

A Customer Experience Manager delivers and maintains exceptional living experiences to all BBC customers, responsible for a wide variety of property marketing, sales, and customer engagement activities. The role directs our Resident Experience Specialists and supports the Community Management Team in achieving leasing goals and budgeted occupancy, guiding them through all leasing processes from application through renewal or move‑out. You may be eligible for a $500 net sign‑on bonus, to be paid in your first paycheck.

• Responsible for achieving budgeted occupancy and implementing marketing strategy; review leasing/prospect management in accordance with our 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 deficiencies or issues that need addressing.
• Conduct pre‑inspections on move‑ins to ensure homes ready for occupancy, and move‑out inspections using company software.
• Assign and monitor CES’s specific neighborhood or designated streets; conduct all vacate notice follow‑up, pre‑ and final move‑out inspections.
• Manage and conduct on‑site audits in our 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 agreements and policies to assist residents with needs and inquiries.
• Ensure CES meets, greets, engages, and welcomes all prospective residents, identifying their needs and assisting them in finding the perfect home; be able 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 (in‑person, virtual, website, and recorded tours) are available, preferred by customers.

Typical Physical Demands: Regularly use hands to manipulate tools, controls, phones and 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.

• 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 required.

Seniority Level: Mid‑Senior level

Employment Type:

Full‑time
Job Function:
Other