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Customer Experience Manager

Real Property Management Colorado

Customer Experience Manager

Denver, CO
Full Time
Paid
  • Responsibilities

    About Us: Real Property Management Colorado (RPM) is a privately owned residential leasing and property management company based in Denver, Colorado since 2007. The company currently has offices in the Denver, Colorado Springs and Ft. Collins/Loveland Metro Areas. RPM primarily focuses on the leasing, management and maintenance of a large portfolio of single-family homes, townhomes, condos and small apartment buildings. Daily activities for the company include inbound and outbound sales, marketing and showing vacant rental properties, screening potential tenants, drafting lease agreements, processing rents, and coordination of maintenance repairs and services. Individual property owners, investors, banks, REIT’s, governmental agencies and real estate professionals are typical clients of the company. RPM currently services its customer base with approximately 35 high performing and talented employees in the Accounting, Leasing, Maintenance and Sales Departments. Volunteering our time, donating our resources and supporting our community is a very important part of the RPM culture.

    Company Vision Statement: To be the very best residential property management provider for property owners and tenants, while creating a workplace environment that our employees enjoy coming to, and serving the communities in which we work.

    Job Summary:

    The Customer Experience Manager is a critical decision maker in the RPM Colorado effort to be dominant in the property management market. The CEM is responsible for facilitating and coordinating the required maintenance work to be completed on properties managed by Company. Daily responsibilities include communicating maintenance requests along with work status and completion to property owners, tenants, co-workers and vendors. Working autonomously the CEM reviews work order requests and approves or denies the requested work. The CEM assigns work orders to the appropriate maintenance vendor and follows through to ensure work was completed. This position coordinates maintenance and repair options with property owners such as sprinkler system activations and winterization. The CEM also coordinates eviction maintenance and is required to be on-site at properties during evictions.

    Principle Duties and Responsibilities

    Customer Service

    Manage communication flow across the business enterprise to ensure prompt and effective communication to property owners, tenants, co-workers, and vendors.

    Use advanced conflict management skills to resolve customer concerns/complaints.

    Advise property owners to establish ongoing preventive maintenance programs.

    Oversee closed loop documentation of communication with customers.

    Vendor & Project Management

    Accurate recording of key property information ( i.e. water shut offs, sewer clean outs, gas meters, water meters, keys, etc.)

    Daily review and assignment of outstanding service requests and make priority determinations.

    Leads after-hour property crisis interventions when maintenance services are needed to ensure tenant safety and satisfaction

    Managing to a target expense ratio for the RPM Colorado organization, turn vacant properties in a short time period accounting for all labor and material costs.

    Assigning the appropriate vendor to work.

    Act as the single point of contact for approval of work for outside contractors.

    Light travel to and from job sites to ensure timeliness and quality of work.

    Perform other special assignments as determined by Vice President of Maintenance.

    Key Attributes

    Effective verbal and written communication skills

    Proactive communicator who responds with urgency

    Exemplifies high level of problem-solving skills and innovative thinking

    Flexibility and exceptional multi-tasking abilities

    Manage and respond to the needs of co-workers and other departments

    Resolves interpersonal and procedural issues through use of mediation and conflict management skills

    Minimum Requirements

    Bachelor’s degree from a four year college or university; or one to two years of related experience and or training; or equivalent combination of education and experience.

    Ability to read, analyze, and interpret data from in-house systems and spreadsheets.

    Ability to write reports and general business correspondence.

    Ability to effectively present information and respond to questions from management and customers.

    Ability to calculate figures and amounts such as discounts, proportions, percentages, area, circumference, and volume.

    Ability to define problems/weaknesses, collect data, establish facts, and draw conclusions.

    Valid driver’s license and reliable vehicle.

    Certificates, Licenses, Registrations

    None

    Additional Requirements

    Ability to lift up to fifty pounds

    Ability to sit for extended periods of time

    Basic math capabilities

    Ability to learn internet-based software/apps

    Experience with Microsoft Office Suite – Word, Outlook, and Excel

    Working Conditions

    Moderate noise within company office and offsite jobsites (examples: business office with computers, printers, and light traffic)

    OSHA Responsibilities and Whistle Blowing Actions

    Act with integrity and ethical behavior and commit not to retaliate against an employee who raises a concern for OSHA-related, or other, concerns (i.e., Whistleblowers). Whistleblower laws enforced by OSHA and the Department of Labor include a variety of topics, and often cover areas such as the Asbestos Hazard Emergency Response Act, the Clean Air Act, the Occupational Safety and Health Act, etc.

    Disclaimer:

    This job description is not meant to be an all-inclusive statement of every duty and responsibility that will ever be required of an employee in this job. Final job offer contingent upon successful completion of personal background checks and drug testing. RPM Colorado is an equal opportunity Employer.