Resident Experience Manager

Responsibilities

• Mediate and resolve resident complaints with empathy and professionalism.
• Coordinate mutual terminations in accordance with company and legal standards.
• Identify resident needs during crisis management efforts, collaborating with leadership and emergency services.
• Oversee resident insurance compliance and follow-up efforts.
• Organize and execute resident events to build community engagement and support retention.
• Regularly inspect grounds, interior and resident amenities / general common areas to ensure compliance with all codes and company standards.
• Develop written communication to keep customers informed of important community information to prevent resident concerns.
• Work order follow up and sentiment reporting.

Leasing & Occupancy

• Manage immediate move-ins, inspections, and unit transfers.
• Lead Entrata BUA management and maintain accurate dashboards for leasing and reviews.
• Lead renewal campaigns and the renewal leasing process.
• Plan and execute on the move-in experience.
• Conduct follows up and communication with future residents to report on no-shows.

Operational Support

• Support in managing Entrata dashboards and performance metrics.
• Aid with the processing of lease paperwork, renewals, and notices to vacate.

Marketing & Social Media

• Co-manage social media efforts to promote events and resident engagement.
• Remain knowledgeable of market conditions and competitor value.

Seasonal or Situation-Specific Focus Areas

• Assist with seasonal or emergency-specific responsibilities, such as vacant position coverage, legal correspondence, annual Turn, Fair Housing matters, crisis management, and capital project planning or support.
• Display flexibility, sound judgment, and cross-department collaboration in evolving situations.
• Provide hands-on help throughout all turn related tasks, including but not limited to moving furniture and appliances, assisting facilities team with punches, organizing high volume of resident trash and cleaning turnover units.

The responsibilities listed above may not be all inclusive.

What We’re Looking For

• 1+ years of experience in property management, leasing, customer service, or resident services.
• Strong interpersonal, conflict resolution, and customer service skills.
• Ability to handle crisis situations and manage sensitive conversations.
• Familiarity with Entrata or similar property management software.
• Highly organized with the ability to manage multiple priorities.
• Proficiency in Google Workspace and social media platforms.

Work Environment / Physical Demands

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• Office environment, but also have frequent exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.
• Regularly required to use hands to finger, type, handle, or feel and talk or hear.
• Frequent standing, walking, reaching with hands and arms, stooping, or squatting.
• Sitting often.
• Pushing, pulling, lifting, carrying, or maneuvering office products and supplies of up to twenty (20) pounds.
• Close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.
• Routine local travel is required to attend training classes, client visits, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position.
• Overnight travel required to attend training, property visits, and other situations necessary for the accomplishment of special projects that may be assigned from time to time.