Resident Experience Specialist | MAA Old Town Scottsdale

Job Summary

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.

Duties And 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.
• Maintains and follows up on service requests, including IT systems and gate access troubleshooting.
• Collaborates 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.
• Sets up and presents mini-models and show units for property tours.
• Partners with on-site property management, on-site maintenance, and corporate asset management to ensure high standards in curb appeal, amenities, and make-ready quality through regular property walks.
• Monitors lease authoring tool and other systems for compliance and operational consistency.
• Processes all applications that are not handled by the centralized application processing team.
• Ledges resident engagement initiatives and manages the community calendar.
• Plans and implements on-site resident and community outreach activities.
• Oversees the community’s online reputation, including Google reviews.
• Develops and maintains in-depth knowledge of local markets and competitors.
• Maintains and audits artificial intelligence tool knowledge base to ensure accuracy and enable optimal performance of centralized support.
• Performs other related duties as assigned to meet the needs of the business.

Required Qualifications

• 1-3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience.
• Customer retention experience strongly preferred.
• Bachelor’s degree and/or leasing experience preferred.
• Bilingual skills preferred.

Knowledge, Skills, And Abilities

• Customer service skills and conflict resolution skills to overcome objections and resolve issues.
• Knowledge of apartment management laws and regulations at the federal, state, and local levels.
• Critical thinking and problem-solving skills.
• Organization, task, and time management skills.
• Flexibility and adaptability to changes in priorities or business needs.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint).

Physical And Environmental Requirements

• Regularly required to talk or hear.
• Frequently required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• Occasionally lifts office products and supplies, up to 30 pounds.
• Routine use of standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.