Resident Experience Specialist | MAA Hampton Preserve

About the role

The Resident Experience Specialist reports to the property manager and provides customer service to residents and administrative support to the property management office to promote resident satisfaction and retention. Primary duties include managing move-in and move-out experiences, conducting inspections, resident orientations, coordinating service requests, and facilitating transfers within MAA communities. The Successful Candidate Will Embody And Work To Reinforce MAA’s Core Values Throughout All Aspects Of MAA. Those Values Include Appreciating the uniqueness of each individualCommunicating openly and with integrityEmbracing opportunitiesDoing the right thing at the right time for the right reasons

Responsibilities

• Conducts pre-walk inspections of units prior to move-in.
• Performs move-in and move-out inspections using SightPlan.
• Procures and prepares personalized move-in gifts for new residents.
• Facilitates move-in orientation to welcome and educate residents.
• Documents and responds to resident questions and concerns via phone, online platforms, and tasks within the customer relationship management (CRM) system; reports and escalates any resident customer concerns to on-site property management.
• Develops and maintains in-depth knowledge of all community aspects, amenities and features.
• Handles roommate additions or releases during the lease term.
• Processes notices to vacate from residents and provides move-out packet as needed.
• Monitors and follows up on service requests, including IT systems and gate access troubleshooting.
• Coordinates with vendors for package delivery, service requests, pest control, and make-ready processes.
• Encourages, assists, and supports prospects with self-guided tours (SGT) as needed.
• May conduct property tours for prospects without appointments (walk-ins) or assist with current residents potentially transferring between or within MAA communities only when a scheduled tour is not available.
• Ensures set-up and presentation readiness of mini