Resident Experience Coordinator Jobs (NOW HIRING)

Job Title: Resident Experience Coordinator

Position Summary:

The Resident Experience Coordinator (REC) serves as the operational "eyes and ears" of the resident experience. This role bridges the gap between daily operations and marketing strategy by identifying trends, recurring resident inquiries, and process improvements that are often invisible to broader departments. This role is responsible for translating operational and customer experience opportunities gleaned from phone calls, inbound emails, and resident escalations into actionable data and initiatives. The REC will assist in prioritizing opportunities, executing process improvements, and monitoring operational effectiveness to ensure a best-in-class resident experience.

Expectation for All Employees:

Supports the organization's mission and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, commitment, accountability, and ownership. To thrive in this role, you should have a passion to learn and grow and be able to work well with other team members.

Key Responsibilities

Resident Experience Operations

• Move-In Lifecycle: Coordinate move-in initiatives, including first-of-the-month operations and the management of the move-in collateral.
• Project Dependent: coordinate first move-in weekend operations, including resident welcome initiatives and on-site resident support during high-volume move-in periods. Weekend availability may be required.
• Communication Automation: Support the implementation and optimization of new Auto Responders that create efficiency for management and residents, while also supporting our goal to provide an overly-communicative, text-first experience.
• Feedback Integration: Actively identify and recommend opportunities to improve the resident experience based on inbound communications (phone and email) and resident reviews.

Customer Service & Reputation Management

• Reputation Management: Support company-wide reputation management, including drafting responses to reviews on corporate Google and Yelp pages, as well as property-specific Google Business Profiles (GBP).
• Service Operations: Assist with the coordination and support of Customer Service Representatives (utilizing RingCentral).
• Quality Assurance: Maintain onboarding materials, training resources, and documentation, ensuring high standards for call handling and escalation procedures.
• Operational Familiarity: Periodically answer phones to maintain deep familiarity with resident questions, identify training gaps, and highlight process improvement opportunities.

Training & Continuous Improvement

• Knowledge Base Management: Maintain a centralized knowledge base for all customer service resources and SOPs.
• Trend Identification: Regularly track and document recurring questions from both residents and employees to identify knowledge gaps.
• Consistency Monitoring: Audit outbound resident communications across departments to identify and correct inconsistencies in messaging.

Resident Feedback Loop & Process Implementation

• Pain Point Tracking: Maintain a tracking system for recurring resident pain points across all touchpoints (inbound email, reviews, phone, and escalations).
• Process Improvement: Assist leadership in implementing process improvements. Support the rollout of these initiatives across internal departments, including Applications, Property Management, and Renewals.
• Process Management: Designing and implementing the overall move-in process, including move-in orientations, early communication flows, and post-move-in follow-ups.
• Logistical Oversight: Managing critical move-in logistics, such as the Freight Elevator reservation calendar and the distribution of move-in collateral.
• Resident Welcome: Overseeing the inventory and placement of move-in gifts within apartment homes and being physically present to welcome new residents upon arrival.
• Documentation: Maintaining and updating resident guides that outline policies and move-in procedures for each building.

Vendor Management & Resident Events

The REC serves as the primary operational partner for creating a community-focused environment through events and partnerships.

Responsibilities include:

• Vendor Coordination: Managing the master spreadsheet of vendors (e.g., florals, fitness, food & beverage) and maintaining partnerships to support the Resident Rewards Program.
• Event Planning: Overseeing the scheduling, theme development, procurement of supplies, and creation of promotional materials (flyers/communications) for resident events.
• Execution: Managing the end-to-end logistics for resident programming, including setup and takedown for events, and scheduling recurring activities like fitness classes. Community Integration: Engaging with local businesses and participating in community events or street fairs to build neighborhood partnerships.
• Develop Resident Perks Program for clients contracted as such + assist Property Manager in maintaining that program throughout the building lifecycle
• Maintain Preferred Employer Program as part of lease up offerings.

Collaboration & Cross-Functional Partnership

While the Marketing team retains ownership of communications strategy, resident education, branding, creative development, survey strategy, and analytics, this role serves as the primary operational partner. You will provide the necessary insights to allow Marketing to develop effective communication materials, and you will support the implementation, refinement, and measurement of those initiatives on the ground.

Key Competencies

• Strong relationship management and interpersonal skills.
• Effective problem-solving, critical thinking, and the ability to organize data into actionable plans.
• Highly organized with the ability to maintain documentation standards and SOPs.
• Proactive communicator, capable of collaborating across departments to drive change.
• Familiarity with CRM platforms and communication software (e.g., RingCentral).
• Commitment to confidentiality and high professional standards.

Availability and Work Hours

• Typically works in an office setting during regular business hours.
• Must be available to respond to urgent resident experience issues as needed.