Sales Experience Manager

Overview
The Sales Experience Manager is responsible for ensuring that the customer experience in both Sales and Resident Services aligns with the company’s brand standards. This role focuses on customer impact, enforcing initiatives and policies, supporting residential community programming, monitoring adherence to brand and operational standards, and collaborating across departments to deliver a seamless and professional experience for all residents and prospects.

ESSENTIAL DUTIES:

Property Operations:

• Management support of the Sales and Resident Service floors by adhereing to productivity requirements, positively impacting the customer experience, offering timely responses, and participating in departmental collaborations
• Owns customer service inventory of collateral and showroom floor standards

Resident Support:

• Partners with teams in response and resolution in escalated resident service issues
• Develops and implements events, partnerships and programs that embrace Parkmerced’s resident community’s culture and align with the community’s greater vision.
• Builds connections with future residents/residents to get insight on successes and opportunities for improvement; identifying gaps and developing strategic initiatives for optimal success for residential support

Team Management:

• Manages and monitors day-to-day operations and team performance to ensure smooth workflows and that company standards are met, monitoring performance and regularly communicates with Sales team to achieve high customer impact and results
• Partners with immediate manager to determine staffing needs; attracts, motivates, and retains a workforce with the appropriate knowledge, skills, and abilities to achieve goals and objectives
• Provides employees with a safe, healthy, and rewarding work environment; ensures delivery and completion of monthly safety topics
• Communicates and supports change initiatives and decisions in an effective manner to successfully guide team through change
• Fosters a work environment that encourages creative thinking, promotes flexibility, and drives innovation
• Addresses employee issues, concerns, and complaints in an objective and confidential manner; notifies HR Business Partner and keeps immediate manager informed as appropriate
• Ensures compliance and consistent application of company policies, initiatives, and decisions

*Other duties may be assigned

MINIMUM REQUIREMENTS:

Education and Experience:

• 3 years of experience supervising personnel in a customer service environment is required
• Strong customer engagement, customer satisfaction, and communication skills
• Proficient typing skills
• Strong PC skills with proficiency in Excel and Word and ability to learn and utilize internal Customer Service Software
• High school diploma, general education degree or equivalent; Bachelor’s degree preferred
• Property management is a plus

Knowledge, Skills, and Abilities:

• Excellent customer service skills to be able to interact effectively with a diverse group of people, stay calm under pressure, and provide cheerful assistance to others.
• Demonstrates ability to read, write, and communicate effectively to comprehend and complete legal documents, sell, and explain apartment features, and answer questions.
• Demonstrates proficiency in word processing, property management applications (preferably Yardi and/or On- Site), and spreadsheet management programs in order to complete required reports and employment documents.
• Ability to stay calm when working with stressed or upset customers/residents.
• Strong organizational skills and attention to detail to produce error-free documentation and create orderly systems and processes

Job Types: Full-time, Part-time

Pay: $80,000.00 - $120,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Commission pay
• Holiday pay

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Weekends as needed

Ability to Commute:

• San Francisco, CA 94132 (Required)

Ability to Relocate:

• San Francisco, CA 94132: Relocate before starting work (Required)

Work Location: In person

Salary : $80,000 - $120,000