Resident Experience Coordinator

Resident Experience Coordinator The vibrant Village of Key Biscayne, incorporated on June 18, 1991, is in the center 1.25 square miles of a four-mile-long, two-mile-wide barrier island between the Atlantic Ocean and Biscayne Bay. The island is connected via a scenic causeway and bridges to the City of Miami, only seven miles away. Key Biscayne is a thriving residential community of more than 15,000 residents. Together with our residents, we are advancing our safe and secure village; thriving and vibrant community and local marketplace; engaging and active programs and public spaces; accessible, connected, and mobile transportation system; and resilient and sustainable environment and infrastructure. Under the direction of the Chief of Staff, serves as the central coordinator for resident services and experience for the Village of Key Biscayne. This role ensures that all residents, regardless of age, ability, background, or language, receive responsive, welcoming, and high-quality service. The Resident Experience Coordinator works closely with all Village departments, the Communications team, and Village Manager to uphold the Village's commitment to impeccable customer service to all residents. In doing so, the position facilitates community engagement, strengthens communications between Village government and the public, and supports accessibility and special needs accommodations. Requirements: Associate's degree required; Bachelor's degree in Communications, Public Relations, or Public Administration preferred (Candidates with degrees in Human Services, Psychology, Social Work, or Therapeutics will also be considered if they demonstrate a strong service-oriented background). Minimum of 35 years of proven success in high-touch resident services, customer service, community engagement, or hospitality management, with a focus on creating accessible, inclusive, and memorable resident experiences. Experience ensuring community programs are accessible, including specialized knowledge in inclusion accessibility, or human services. Familiarity with ADA compliance and accessibility standards, specifically used to enhance the seamless participation of residents with disabilities and special needs in Village life. Certifications and Skills Strong interpersonal and customer service skills. Strong time management and problem-solving skills. Able to handle public complaints calmly and maintain positive working relationships. Ability to work collaboratively across departments and with diverse populations. Proficiency in Microsoft Office, 311 and CRM systems, artificial intelligence integration, and digital communication platforms. American Disability Act (ADA) certification required (or ability to obtain within 12 months of employment). Strong knowledge of ADA and accessibility standards and inclusive service practices. Interest or experience in applying artificial intelligence tools to improve workflows and resident services. Proficient in basic computer applications (word processing, spreadsheets, presentations). Bilingual (English/Spanish) highly preferred. Essential Duties and Responsibilities: The position encompasses three critical community support functions that together enhance resident satisfaction, strengthen outreach, and ensure equitable access. By serving as a reliable contact, fostering transparent engagement, and coordinating inclusive services, the role connects departments and the community to build trust, responsiveness, and accessibility across the Village. Resident Engagement and Customer Service Improves overall resident satisfaction: Provides a consistent, empathetic point of contact for service requests, feedback, and issue resolution. Provides courteous, knowledgeable, and timely responses to all resident interactions. Tracks and manages service requests and complaints, ensuring follow-through and resolution in coordination with relevant departments. Helps residents navigate Village services and processes; serves as community liaison. Bridges departments to streamline resident-facing processes and ensure timely follow-up. Collaborates with departments, community organizations, and boards, to integrate accessibility and inclusion into planning, policies, and new initiatives. Communications Support and Policy Outreach Collaborates with the Community Engagement and Communications Manager to develop and disseminate strategically focused, multilingual, culturally responsive updates, alerts, and event information. Assist in drafting, editing, and distributing ADA compliant content across digital platforms, including social media and the Village website. Support public engagement efforts such as community events, meetings, and surveys to promote civic participation and transparency. Monitor communication metrics and help optimize outreach strategies. Performs other job-related duties as assigned. Special Needs and Disabilities Coordination Coordinates accommodation and resources for residents with disabilities, seniors, and other special populations. Ensures that Village programs, facilities, services, and communications comply with ADA requirements and accessibility standards, including developing, updating, and monitoring related policies and procedures. Responds to accessibility concerns, accommodation requests, and inquiries from the public and staff, providing guidance and coordinating appropriate solutions. Partners with local organizations and advocacy groups to strengthen support networks and promote awareness through outreach and education. Organizes staff training and community initiatives to foster understanding of disability-related issues and inclusive service practices. Working at the Village of Key Biscayne: Join a values-based organization that deliberately focuses on supporting its residents first, working as a team with all partners, being a steward of taxpayers' money, pursuing excellence in all that we do, and empowers employees to achieve Village's goals and objectives in the most innovative and aspirational ways. Benefits: The Village of Key Biscayne offers a full range of benefits that support you and your eligible family members, including domestic partners. These benefits include health care coverage, ways to save for the future, and other resources to improve your well-being. Paid Employee Medical Insurance Dental and Vision Insurance Paid Life, Accidental Death and Dismemberment, and Long-term Disability Insurance Vacation, Sick, and Personal leave 12 paid holidays 401a plan (12% Village contribution) and 457 plans Educational assistance Parental leave Community Center Access Wellness program (staff exercise classes, lunch and learns, community and financial wellness events)