Resident Services Coordinator

As the Resident Services Coordinator, you'll be responsible for ensuring our residents receive excellent customer service by supporting operations of our Cincinnati scattered-site investment portfolio, consisting of over 100 residential properties in Clifton Heights, Over the Rhine, and East Walnut Hills neighborhoods, totaling over 750 units and growing!

• Serve as a primary point of contact for residents and prospect communications via phone, email, and other channels.
• Resolve routine concerns directly, coordinate with Leasing, Maintenance, and Management teams as needed, and ensure requests are tracked and followed through to resolution.
• Assist residents with lease alterations, move-ins, move-outs, renewals, payments, work order requests, renters insurance changes, and other resident-facing processes.
• Receive prospect inquiries and coordinate follow-up with the Leasing team as appropriate.
• Conduct proactive resident outreach and communication efforts to enhance the resident experience and strengthen resident relationships.
• Support day-to-day property operations across customer service, administrative, leasing, and maintenance coordination functions as needed.
• Assist with special projects including lease audits, utility management, new property onboarding, student property turnover, and other operational initiatives.

• A customer service professional - You enjoy helping people and take pride in creating a positive resident experience. You communicate professionally, remain patient under pressure, and are motivated to find solutions for residents and teammates alike.
• Organized and dependable - You can effectively manage multiple priorities, maintain attention to detail, and consistently follow through on commitments. You understand that strong customer service often comes down to communication, organization, and accountability.
• Comfortable in a fast-paced environment - You thrive in a role where communication volume is high, priorities shift throughout the day, and no two days look exactly the same. You can successfully balance immediate resident needs with ongoing follow-up responsibilities.
• A collaborative team player - You work effectively with others and build positive relationships across departments. You aren't afraid to ask questions, seek assistance when needed, and help ensure resident concerns stay on track toward resolution.

• Experience in property management, customer service, hospitality, leasing, administrative support, call center operations, or another resident-facing role preferred.
• Strong verbal and written communication skills.
• Strong organizational and follow-up skills with the ability to manage competing priorities.
• Comfortable using technology, property management software, email, and other office systems.
• Detail-oriented with a commitment to accuracy and quality customer service.
• Must hold a valid driver's license and be insurable under company policy. Company vehicles are provided.