Resident Relations Representative

Job Description

Job Description

Position Summary

The Resident Relations Representative is responsible for delivering responsive, high-quality resident support across an assigned property portfolio. This role serves as a flexible operational resource designed to anticipate and respond to resident service needs, assist with call volume overflow, manage resident tickets across the portfolio and, re-direction of tickets to applicable property management team if site teams assistance is needed.

Essential Duties & Responsibilities:

Resident Relations & Customer Service

• Provide professional, timely, and solution-oriented assistance to residents across the assigned portfolio.
• Anticipate resident needs and proactively address concerns to enhance resident satisfaction and retention.
• Respond to resident inquiries and ensure timely follow up with information, status of response and details on current communications to associated departments including maintenance, leasing, accounting, community policies, property information, and general concerns.
• Maintain positive resident relationships through consistent documented communication and follow-through.
• Assist with resident issue resolution and escalate concerns appropriately when necessary.

Portfolio Support & Call Management

• Manage overflow inbound calls from individual properties and/or the corporate office during assigned remote support days.
• Route calls, document resident concerns, and ensure proper follow-up with site teams.
• Support properties experiencing staffing shortages, increased call volume, special projects, or operational demands.
• Maintain accurate records of resident interactions and service requests within property management software systems.
• Support leasing, renewal, and resident retention initiatives
• Coordinate with maintenance and management teams to ensure resident issues are addressed promptly.

Team Collaboration

• Work collaboratively with on-site managers, assistant managers, facility technicians, maintenance teams, and corporate staff.
• Adapt quickly to varying property needs and operational priorities.
• Communicate effectively regarding resident concerns, unresolved issues, and property-specific trends.
• Perform additional duties or special projects as assigned by the Area Manager, Regional Manager or site teams.

Qualifications:

• High school diploma or equivalent required.
• 1-3+ years previous experience in property management, affordable housing, customer service, or administrative support preferred.
• Strong communication and conflict-resolution skills.
• Ability to multitask and manage changing priorities in a fast-paced environment.
• Proficiency with property management software and Microsoft Office systems preferred.
• Professional demeanor with strong organizational and problem-solving abilities.