Resident Services Coordinator

Resident Services Coordinator About SNS Management SNS Management is the fifth-largest apartment owner in Greater Cincinnati, with a portfolio of approximately 2,000 apartment homes. While we operate at scale, we remain deeply committed to delivering an exceptional resident experience rooted in stability, respect, convenience, and belonging. Our mission is to create more than housing; we provide the true feeling of home. That means fostering positive living experiences, meaningful community connections, and an environment where residents feel valued every day. About The Role: As a Resident Experience Specialist (RES), you are the primary point of contact for current residents across our Forest Park/Fairfield, OH portfolio with 4 properties you would be assigned to. Your focus is simple and critical: deliver fast, consistent, professional support that builds trust, resolves issues efficiently, and reduces turnover. You will manage resident communication, coordinate closely with maintenance teams and property managers, and ensure every interaction is documented accurately in AppFolio. This is a resident-focused role, no leasing tours and no sales goals ; allowing you to concentrate entirely on service quality, responsiveness, and follow-through. How You'll Support Our Residents Serve as the primary contact for current residents via phone, email, text, and in person Manage resident communication, documentation, and workflows in AppFolio Coordinate with maintenance teams to create, track, and follow up on work orders Support move-outs, notices, renewals, and retention initiatives Assist Property Managers with resident-related administration, payments, and notices Uphold Fair Housing laws and company policies consistently Maintain accurate digital records for all resident interactions Deliver a consistent, high-quality resident experience across the portfolio Handle high-volume resident inquiries, including escalated concerns, with professionalism, empathy, and composure The Required Experience That Helps You Win at SNS Minimum 2 year of multifamily property management experience (required) Strong customer service experience in a resident-facing environment Strong written and verbal communication skills Experience using property management software (AppFolio preferred) Ability to manage multiple priorities while maintaining accuracy Typing speed of 45 WPM or higher What Does Success Look Like? Consistent, professional communication with residents Address and solve resident concerns timely Accurate and complete documentation in AppFolio Positive resident feedback and improved retention Calm, structured handling of escalated concerns Reliable follow-through and ownership of assigned portfolios Why You'll Love Growing With SNS Competitive hourly pay Paid time off plus company-paid holidays Health, dental, vision, and short-term disability 401(k) with company match Monthly gas card allowance Paid training and structured onboarding Employee rental discounts and referral bonuses Long-term growth opportunities Supportive leadership and collaborative culture Dream Vacation Benefit after 5 years of employment Physical Requirements, Travel & Working Conditions Ability to sit, stand, and walk for extended periods Ability to climb multiple flights of stairs Must have transportation and valid drivers license Must be able to commute to multiple properties within Forest Park, OH Ability to communicate clearly in person, by phone, and electronically Ability to lift, carry, push, or pull up to 20 pounds occasionally Ability to use standard office equipment Onsite, office-based role within a multifamily property environment Compensation details: 24-26 Hourly Wage PIbc002e4993f7-25448-40925534aa415a4b-8b21-40fc-a65c-70d2b25ca29a