Resident Engagement Spec

The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. At Michaels, our teammates strive to fulfill our promise of creating communities that lift lives—ones that jumpstart housing, education, civic engagement, and neighborhood prosperity.

About the role

The Resident Engagement Specialist will work under the direction of the Community Manager. This role focuses on enhancing the resident experience, particularly during the move-in process, and serving as a liaison for residents who may experience displacement due to maintenance needs. The Specialist will bridge communication gaps before, during, and after relocation to ensure resident satisfaction and alignment with company objectives.

Responsibilities

• Provide excellent customer service at all times, interacting with prospective and current residents in a courteous and professional manner.
• Receive and respond to inquiries and concerns from residents through various communication channels.
• Work cross-functionally with team members to assist with and de-escalate resident issues efficiently through research and communication.
• Monitor online reviews, communications, and ratings (e.g., Google reviews, annual CEL Survey, NPS, Move-In, Move-Out, and Work Order Surveys) and collaborate with appropriate team members to respond as needed.
• Conduct follow-up for all new resident move-ins, including personal phone calls, emails, and/or physical visits.
• Assist the Community Operations Manager (COM) team and Resident Specialists with inspecting homes prior to new move-ins and while homes are vacant.
• Maintain accurate records of all resident interactions, including details of inquiries, comments, complaints, and actions taken.
• Create and implement customer service initiatives, strategies, and training to increase and maintain resident satisfaction.
• Manage, track, and analyze resident satisfaction metrics.
• Assist the Marketing Specialist with coordinating and planning monthly events to enhance resident satisfaction.
• Perform additional duties as assigned.

Requirements

• Minimum of five years’ experience in the customer service field; property management experience preferred.
• High School Diploma or equivalent required; Bachelor’s degree in Business or related field preferred.
• Valid Driver’s License and acceptable driving record; must be able and eligible to drive a company vehicle.
• Must successfully complete all required courses, classes, and training provided by MMS.
• Knowledge of Microsoft Word, Excel, and property management software (e.g., OneSite/RealPage/Yardi) or equivalent industry-related software.
• Must be able to pass a drug and background check.

Skills

• Ability to work as part of a team and independently in a fast-paced, customer service-oriented environment.
• Strong problem-solving skills and ability to prioritize and manage daily workload to meet deadlines.
• Proficient writing skills and ability to take instructions from supervisors.
• Professional and pleasant interaction with co-workers, supervisors, vendors, residents, guests, and the public.
• Knowledge of pertinent laws and regulations, including Fair Housing.

Working Conditions

• Flexibility to work evenings or weekends if required for emergency situations; occasional overtime may be needed.
• Frequently work indoors and outdoors in all conditions.
• Occasional need to operate company-provided or personal transportation for routine job responsibilities.

Pay

$27.00 - $30.00 per hour.

Benefits

• Comprehensive benefits package including Medical, Dental, Vision, and prescription coverage.
• Generous paid time off.
• 401(k) plan with company match.
• Michaels Employee Scholarship Program for eligible children.
• Professional development opportunities and a team-oriented culture.