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Resident Experience Specialist
Location
Atlanta, Georgia, United States
Work type
Onsite
Employment
Full Time
Experience
1-3 years
Compensation
Compensation not disclosed
Posted
2d ago
Summary and responsibilities
Role overview
Summary
The Resident Experience Specialist provides comprehensive customer service and administrative support to residents and the property management office. This role focuses on enhancing resident satisfaction and retention through managing move-in/move-out processes, coordinating service requests, and leading resident engagement initiatives.
Job Summary
The Resident Experience Specialist reports to the property manager and provides customer service and administrative support to drive resident satisfaction and retention. Primary duties include managing the move-in and move-out lifecycles, conducting inspections, leading orientations, coordinating service requests, and facilitating community transfers. The successful candidate will reflect MAA core values: appreciating individual uniqueness, communicating with integrity, embracing opportunities, and doing the right thing for the right reasons.
Duties and Responsibilities
- Conduct pre-walk, move-in, and move-out unit inspections using SightPlan.
- Prepare personalized move-in gifts and conduct new resident orientations.
- Log and resolve resident inquiries via phone, online platforms, and the CRM; escalate unresolved concerns to on-site property management.
- Maintain thorough operational knowledge of community features, amenities, and policies.
- Process lease changes, roommate adjustments, and notices to vacate, including issuing move-out packets.
- Track service requests, troubleshoot resident gate access and IT portals, and follow up upon completion.
- Coordinate with vendors for package delivery, service tickets, pest control, and unit turnarounds.
- Support prospective residents with self-guided tours, provide walk-in tours when unstaffed, and assist existing residents with community transfers.
- Inspect and stage mini-models and showcase units for property tours.
- Collaborate with maintenance and management teams on regular grounds walks to maintain curb appeal and turnover quality.
- Review lease generation tools and operational platforms for compliance.
- Process incoming resident applications not managed by the centralized team.
- Plan, schedule, and execute resident retention events and community outreach programs.
- Monitor and support the community online reputation, including Google reviews.
- Maintain up-to-date awareness of local submarket trends and competitors.
- Audit and update AI support tool knowledge bases to maintain data accuracy for centralized teams.
- Complete additional administrative and property management tasks as assigned.
Qualifications
- 1 to 3 years of customer service or administrative support experience, or an equivalent mix of education and experience.
- Customer retention and apartment leasing experience preferred.
- Bachelor degree preferred.
- Bilingual proficiency preferred.
Knowledge, Skills, and Abilities
- Strong customer service, interpersonal communication, and dispute resolution skills.
- Working knowledge of federal, state, and local housing regulations and property management standards.
- Strong organizational, multitasking, and problem-solving abilities.
- Adaptability to fluctuating priorities in a fast-paced environment.
- Capacity to work both independently and cooperatively within an on-site team.
- Proficiency with Microsoft Office Suite (Word, Excel, Outlook, PowerPoint) and property management CRM tools.
- Discretion in handling private resident records and confidential information.
Physical and Environmental Demands
- Frequently required to walk, stand, talk, hear, reach, and handle office documents or inspection equipment.
- Ability to lift and carry office supplies up to 30 pounds.
- Operates primarily in a professional office setting with routine exposure to outdoor weather during property walks and inspections.
Updated 2d ago
Candidate fit
Skills and qualifications
Additional skills
Experience
1-3 years
How this role is positioned
Role classification
Job domains
Industries
Employment
Full Time
Contract duration
Permanent
Hiring type
Direct
Global hiring
Location specific
Offer details
Compensation and benefits
Compensation
Compensation not disclosed
Location, schedule, and role shape
Work setup
Work conditions
Bandwidth profile
Context on the employer
Company snapshot
Company
MAA Piedmont Park
Team size
Growing team
Location
Atlanta, Georgia, United States
MAA Piedmont Park is a property management company focused on providing excellent customer service to residents, ensuring satisfaction, and promoting retention within its communities.
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Resident Experience Specialist
Atlanta, Georgia, United States • Full Time