Customer Experience Specialist (Community Management)

About the role

The Customer Experience Specialist will oversee day‑to‑day operations within residential communities, ensuring high levels of resident satisfaction and compliance with community standards. This role involves coordinating maintenance, handling inquiries, and monitoring violations to support a safe and pleasant living environment.

Key responsibilities

• Manage daily community management activities and nurture positive resident relationships.
• Conduct regular inspection tours to identify and record community violations.
• Coordinate with project management and relevant departments to resolve violations promptly.
• Receive, forward, and follow up on resident maintenance requests to ensure timely completion.
• Handle customer inquiries, complaints, and service tickets professionally.
• Track cases to guarantee proper closure within agreed timelines.
• Prepare monthly and periodic reports on violations, complaints, and maintenance activities.
• Maintain accurate records of customer interactions and operational actions.
• Support continuous‑improvement initiatives to enhance community standards.
• Ensure compliance with company policies and service quality standards.

Required profile

• Bachelor’s degree in Business Administration, Customer Experience, or a related field.
• 3–5 years of experience in real estate, customer service, or community management.

Required skills

• Strong communication and interpersonal abilities.
• Report preparation and presentation skills.
• Knowledge of community management processes.
• Follow‑up and case management capabilities.
• Customer‑service orientation and problem‑solving aptitude.
• High accountability and attention to detail.