Resident Experience Manager

Job Summary

The Resident Experience Manager reports to property management 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. Provides direction and guidance to onsite team.

The successful candidate will embody and work to reinforce MAA’s Core Values.  Those values include:

• Appreciating the uniqueness of each individual
• Communicating openly and with integrity
• Embracing opportunities
• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Provides leadership and guidance in the absence of the property manager. Provides direction and advice to onsite team regarding on-site administration and resident interactions.
• 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.
• Develops and maintains in-depth knowledge of all community aspects, amenities and features. 
• 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.
• 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.
• Coordinates the set-up and presentation readiness of 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.
• Leads 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.
• Monitors, audits, and maintains 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

• 3-5 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience

Preferred Qualifications

• Supervisory/management experience preferred
• Bachelor’s degree with leasing and/or preferred
• Customer retention experience strongly preferred
• Bilingual skills preferred

Knowledge, Skills, and Abilities

• Customer service skills and conflict resolution skills to overcome objections and resolve issues
• Skill and ability to communicate verbally clearly and concisely and in writing
• 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
• Ability to work independently with minimal supervision and collaboratively as part of a team
• Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)
• Ability to maintain confidentiality and maintain appropriate discretion

Physical and Environmental Requirements

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 25 pounds.
• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.