Roving Community Experience Specialist

Job Description

Job Description

*THIS ROLE INVOLVES FREQUENT TRAVEL ACROSS SOUTHERN CALIFORNIA*

POSITION SUMMARY

The Roving Community Experience Specialist is the face of the community and the primary driver of a resident's experience from first inquiry through move-out. This role goes beyond traditional leasing duties: it blends sales, hospitality, and relationship management to convert prospects into residents, keep current residents engaged and satisfied, and protect occupancy and revenue for the community. The Community Experience Specialist owns every touchpoint in the resident journey — tours, applications, move-ins, service follow-up, renewals, and everyday interactions — and is accountable for making each one feel personal, responsive, and professional.

KEY OUTCOMES YOU'LL OWN

• Occupancy & Leasing Performance — Convert prospective residents into signed leases through consultative, needs-based tours and follow-up; meet or exceed monthly leasing, traffic-to-lease conversion, and occupancy goals.

• Resident Retention — Build genuine relationships with current residents, anticipate needs, and proactively manage renewals to reduce avoidable turnover and protect community revenue.

• Resident Satisfaction — Serve as a responsive, solutions-oriented point of contact for resident questions, concerns, and service requests, coordinating with maintenance and management to ensure timely resolution.

• Community Reputation — Contribute to positive online reviews, referrals, and word-of-mouth by consistently delivering a hospitality-level standard of service.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Leasing & New Resident Onboarding: Greet and engage prospective residents in person, by phone, and online with warmth and professionalism; conduct compelling, personalized property and apartment tours.

• Process rental applications, screening, and lease paperwork accurately and in compliance with Fair Housing and company policy.

• Follow up promptly with prospects via phone, email, and text; maintain organized, up-to-date records in the CRM/leasing software.

• Coordinate move-in logistics and set the tone for the resident relationship with a warm, well-prepared welcome experience.

• Resident Relations & Retention: Serve as an approachable, consistent point of contact for residents throughout their lease term; respond promptly and courteously to questions, concerns, and requests.

• Conduct proactive outreach (check-ins, renewal conversations, satisfaction touchpoints) to strengthen relationships and identify at-risk residents early.

• Manage the lease renewal process, including presenting renewal offers and negotiating terms within approved guidelines.

• Support resolution of resident concerns and service requests by coordinating with maintenance and community management; follow up to confirm satisfaction.

• Plan or support resident events and engagement initiatives that build community and reinforce a sense of belonging.

• Administrative & Marketing Support: Maintain thorough, accurate records of traffic, leasing activity, renewals, and resident interactions; prepare reports as requested by the Community Manager.

• Stay current on market conditions, competitor pricing/amenities, and local trends; provide input on pricing and marketing strategy.

• Assist with online reputation management, including encouraging and responding to resident reviews.

• Support marketing efforts such as social media content, community signage, and outreach to local businesses.

• Ensure model units, tour paths, and common areas are show-ready and reflect the community's brand standards at all times.

• Compliance: Maintain thorough knowledge of Fair Housing laws, company policies, and lease documentation requirements at all times.

QUALIFICATIONS

• High school diploma or equivalent required; college coursework in business, hospitality, or a related field preferred.

• 2–3 years of experience in leasing, customer service, hospitality, retail, or sales preferred; multifamily leasing experience a plus.

• Working knowledge of Fair Housing laws and regulations, or ability to complete certification promptly upon hire.

• Proficiency with property management/CRM software (e.g., Yardi, RealPage, Knock) and general computer/Microsoft Office skills.

• Exceptional interpersonal, verbal, and written communication skills, with a genuine, customer-first attitude.

• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.

• Availability to work weekends and some evenings as required by community office hours.

• CAPS, CALP, NALP, or similar industry certification a plus.

CORE COMPETENCIES

• Hospitality Mindset — treats every prospect and resident interaction as an opportunity to create a memorable, positive experience.

• Sales Acumen — confidently guides prospects through a consultative leasing process and closes with integrity.

• Relationship Builder — develops trust and rapport that leads to long-term resident loyalty and retention.

• Problem Solver — takes ownership of resident concerns and follows through to resolution.

• Team Player — collaborates closely with maintenance, management, and marketing to deliver a seamless resident experience.

PHYSICAL REQUIREMENTS & WORK ENVIRONMENT

Ability to walk the property, including stairs, in various weather conditions to conduct tours; ability to sit, stand, and use a computer for extended periods; occasional lifting up to 25 lbs (marketing materials, event supplies, etc.). Work is performed primarily in a leasing office and on-site around the community.

WHY JOIN SOCAL PACIFIC MANAGEMENT

SoCal Pacific Management is redefining what it means to work in leasing by investing in team members who genuinely care about the people they serve. As a Community Experience Specialist, you'll be equipped with the training, tools, and support to grow a rewarding career while making a meaningful difference in residents' everyday lives.

SoCal Pacific Management is an Equal Opportunity Employer. This job description is intended to describe the general nature and level of work being performed and is not an exhaustive list of all responsibilities, duties, and skills required.