Resident Experience Coordinator

About the role

The Resident Experience Coordinator serves as the primary market-level support resource for the Resident Experience and Renewals functions. This role acts as a bridge between the Resident Experience Specialists, Renewal Specialists, Community Teams, and Resident Experience Manager to ensure a seamless resident journey and consistent service delivery.

Responsibilities

• Serve as a senior point of contact for residents requiring additional support or issue resolution.
• Handle complex resident escalations before they are elevated to the Resident Experience Manager.
• Build and maintain strong resident relationships through proactive communication and problem resolution.
• Support inbound and outbound resident communications via phone, email, text, and CRM platforms.
• Partner with community teams to ensure resident concerns are addressed promptly and appropriately.
• Monitor resident relation tickets and ensure timely follow-up and resolution.
• Aid in resident retention efforts and outreach campaigns designed to improve satisfaction and loyalty.
• Serve as the primary renewal coordinator for the assigned market.
• Monitor renewal performance, lease expirations, notices to vacate, and resident retention metrics.
• Support Renewal Specialists with resident outreach, lease generation follow-up, and retention conversations.
• Conduct outbound retention calls to residents approaching lease expiration or considering non-renewal.
• Monitor unsigned leases and ensure completion of renewal signature cadences.
• Aid in save-the-notice efforts and collaborate with community teams on resident retention strategies.
• Review renewal trackers and reporting to ensure accuracy and completion.
• Provide day-to-day support, guidance, and coaching to Resident Experience Specialists and Renewal Specialists.
• Assist with onboarding, training reinforcement, and process adoption initiatives.
• Monitor task completion, service levels, and workflow compliance.
• Identify trends, operational gaps, and opportunities for improvement.
• Partners with the Resident Experience Manager to ensure departmental goals and KPIs are achieved.
• Participate in market calls, operational meetings, and resident experience discussions as needed.
• Review resident interactions to ensure service quality and adherence to company standards.
• Promote a customer service-focused culture across centralized operations.
• Audit communication quality, documentation standards, and workflow execution.
• Recommend process improvements that enhance the resident experience and operational efficiency.
• Ensure all resident interactions and workflow updates are accurately documented within Funnel, Yardi, and other applicable systems.

Requirements

• A high school diploma or GED.
• An associate's or bachelor's degree in Business, Hospitality, Communications, or related field (preferred).
• Equivalent professional experience may be considered.
• Two (2) or more years of multifamily, resident services, leasing, renewals, hospitality, or customer service experience required.
• Experience handling escalated customer concerns preferred.
• Experience with resident retention, lease renewals, or customer success programs preferred.
• Experience with Funnel, Yardi, CRM systems, and Microsoft Office preferred.
• Prior leadership, coaching, or team lead experience preferred.
• Exceptional customer service and resident relationship management skills.
• Strong verbal and written communication abilities.
• Ability to effectively de-escalate resident concerns and resolve complex situations.
• Ability to analyze trends and identify operational improvement opportunities.
• Ability to manage multiple priorities in a fast-paced environment.
• Criminal background screening prior to employment.
• Possession of a valid driver's license and up-to-date vehicle insurance OR reliable transportation is required.
• If minimum qualifications are met during resume screening, the Wonderlic pre-employment assessment is required.

Qualifications

• High School Diploma or GED required.
• Associate's or Bachelor's degree in Business, Hospitality, Communications, or related field preferred.
• Equivalent professional experience may be considered.
• Two (2) or more years of multifamily, resident services, leasing, renewals, hospitality, or customer service experience required.
• Experience handling escalated customer concerns preferred.
• Experience with resident retention, lease renewals, or customer success programs preferred.
• Experience with Funnel, Yardi, CRM systems, and Microsoft Office preferred.
• Prior leadership, coaching, or team lead experience preferred.
• Exceptional customer service and resident relationship management skills.
• Strong verbal and written communication abilities.
• Ability to effectively de-escalate resident concerns and resolve complex situations.
• Ability to analyze trends and identify operational improvement opportunities.
• Ability to manage multiple priorities in a fast-paced environment.
• Criminal background screening prior to employment.
• Possession of a valid driver's license and up-to-date vehicle insurance OR reliable transportation is required.
• If minimum qualifications are met during resume screening, the Wonderlic pre-employment assessment is required.

Benefits

• Up to 20% apartment discount.
• Continuing education and tuition reimbursement.
• A generous PTO policy.
• Health and wellness benefits including Medical/HSA/FSA/Dental/Vision/STD/LTD and many other benefits to meet your specific needs.
• 4% company match for your 401k.
• Avanti Shares Program where a portion of the company’s transactional profits are awarded to you. The longer you stay, the higher your return.
• Avanti Cares Program that helps employees in financial need.
• Tenure-based Anniversary Recess.
• Avanti Advisors Program to help new hires with onboarding.

Pay

$50,000 - $55,000

Schedule

Work schedule and location based on supervisor requirements.

Location

Work location based on supervisor requirements.

Travel

Travel for business based on Avanti’s needs.