Customer Care Manager

Job Description

Description

We are seeking an experienced and service-obsessed Customer Care Manager to serve as the face of hospitality and care for our luxury condominium residents. This individual will be the go-to resource for ensuring an exceptional living experience, bringing together five-star service, expert-level coordination, and a proactive approach to problem-solving.

With a background in ultra-luxury hospitality environments such as The Ritz-Carlton or Four Seasons, the ideal candidate will exude professionalism, empathy, and polish, while also possessing strong knowledge of residential building operations, construction, and service issue triage.

This is a hands-on, one-person operation requiring high emotional intelligence, attention to detail, and the ability to gracefully manage anything from a leaky faucet to a resident’s special request.

Key Responsibilities

Resident Relations

Serve as the primary point of contact for condominium residents, responding promptly to inquiries, warranty requests, and feedback.

Deliver an exceptional resident experience through every interaction, marked by discretion, warmth, and professionalism.

Maintains knowledge of owners’ name/number/family members, residence numbers, and floor plans and hours of operation.

Foster strong, lasting relationships with residents, ensuring a high level of satisfaction and engagement.

Act as liaison between residents and internal departments, including construction, facilities, and property management.

Service Coordination & Quality Assuranc

Oversee the timely triage and coordination of warranty requests related to residential unit issues (e.g., drywall, plumbing, appliances).

Communicate clearly and consistently with residents about service timelines, next steps, and resolution follow-ups.

Creates and maintains filing system: work orders, reports, home care records, invoices, correspondence, owner forms and proof of insurance.

Monitor the quality and timeliness of services provided by vendors and contractors, ensuring work meets luxury standards.

Conduct regular check-ins post-service to ensure resident satisfaction.

Problem Resolution

Resolve resident concerns and complaints with tact, urgency, and creative problem-solving.

Maintain detailed communication and documentation of all service issues and resolutions.

Identify recurring issues or operational gaps and recommend improvements.

Communication & Reporting

Maintain comprehensive records of all resident interactions, service requests, and issue resolutions.

Prepare and share reports on resident satisfaction, service trends, and recurring issues with leadership.

Collaborate cross-functionally with construction and property management teams to ensure smooth operations and communication.

Resident Engagement & Community Experience

Ensure clear and timely communication with residents regarding, building updates, or service changes.

Skills, Knowledge and Expertise

Qualifications

Experience: Minimum 5 years in luxury hospitality, high-end residential services, or guest experience roles. Prior experience at brands such as The Ritz-Carlton, Four Seasons, or similar luxury environments strongly preferred.

Operational Knowledge: Working understanding of residential construction and property systems (e.g., plumbing, appliances, drywall, etc.) with the ability to triage and coordinate repairs.

Communication: Polished verbal and written communication skills; able to handle sensitive conversations and high-touch service needs with discretion.

Organization & Problem-Solving: Impeccable attention to detail, follow-through, and ability to juggle multiple priorities with grace under pressure.

Technology: Comfortable using property management systems and standard office tech to log, track, and report issues.

Personal Attributes

Warm, professional, and approachable demeanor

Strong emotional intelligence and empathy

Highly organized and proactive

Discreet and trustworthy with confidential matters

Flexible and available to respond to resident needs during evenings, weekends, holidays or emergencies

Benefits

Compensation:

- Competitive Salary with Bonus Potential

- Generous Benefit Package: Medical, Dental, Vision, 401K Match, Life Insurance

Career Development

- Opportunities for Advancement within our expanding portfolio

- Annual Professional Development Funds to fuel your growth

Employee Perks (to name a few):

- Housing Discount

- Commuter Benefits

- Gym Membership Discount

- Free Parking and EV charging

- Parental Leave Program

- Enjoy a Friendly Work Environment that values collaboration

Explore more perks and possibilities here for growing your career with Comstock Companies! Discover what sets us apart!

Full-time