Resident Experience Specialist

Resident Experience Specialist

Tailwind Group is a top twenty owner and manager of off-campus student housing and brings a wealth of knowledge to the industry. We are committed to creating and sustaining a workplace culture that is second to none. We strive to fight for the highest possible good of the people that matter most, including our team members! Attracting and retaining the most talented and passionate individuals in our industry is an ongoing objective at Tailwind Group. We would love for you to join our team!

The Resident Experience Specialist is responsible for providing an excellent resident experience and leading initiatives that contribute to a high renewal rate at the property. This individual will focus on resident experience and property reputation, handle resident concerns, and build community at the property. A successful Resident Experience Specialist will build strong relationships with residents, support the leasing team, and understand that this role is critical to the reputation and success of the property.

The Holly is a garden-style student housing community in Lubbock, Texas, designed to serve students attending Texas Tech University. The 288-unit, 864-bed community offers 2, 3, and 4-bedroom units with amenities that include two resort-style swimming pools, fitness center, pickleball court, and much more. The Holly provides team members with opportunities to develop and grow their careers while delivering an unmatched living experience for our residents.

This is a full-time position working a standard schedule, Monday - Friday from 8:30am to 5:00pm. Nights or weekends may be required from time to time dependent on business needs.

The compensation range for this position is $20.00 - $24.00/hr plus bonus potential. This range is determined by current market data based on the position requirements and complexities. Final offers of employment will be based on multiple factors including candidate education, skills, experience, and location.

We strive to provide our employees with the most competitive benefits package in the industry. A few of those benefits and perks include:

• Medical, Dental, & Vision Insurance for employees and their families
• Vacation and Sick Time + 12 Paid Holidays
• 401(k) with company matching
• On-the-job training and career development
• Paid Parental Leave

Responsibilities & Duties

• Demonstrate excellent customer service with residents, prospects, vendors, officials, and community members; prioritizing others and fighting for their highest possible good.
• Oversee and execute renewal campaigns throughout the leasing season, in partnership with the Leasing & Marketing Manager.
• Continually build and maintain a strong property reputation by actively managing online reviews, responding to resident feedback, and driving positive sentiment across resident feedback platforms.
• Utilize resident feedback and performance data to create a best-in-industry resident experience at the property.
• Support roommate mediations and work to provide conflict resolutions in line with company policies, while focusing on resident service.
• Address and respond to resident questions, concerns, and complaints via phone, email, and/or in-person.
• Handle escalated concerns and provide leadership and guidance to Community Assistants on communication best practices.
• Maintain consistent communication with all necessary resident contacts regarding balances, notices, and lease-related matters.
• Partner with the Leasing and Marketing Manager to plan and execute resident-focused events, building community and property culture.
• Maintain exceptional curb appeal and take pride in the community grounds, amenities, and common areas.
• Assist with annual unit turnover and help execute move-in/move-out procedures.
• Assist with leasing and occupancy efforts by responding to inquiries, conducting tours, processing applications, collecting fees, and supporting move-in procedures as assigned.
• Support re-let operations by clearly communicating re-let policies, timelines, and fees to residents.
• Coordinate and document required paperwork for re-lets and assist with the onboarding of incoming residents.
• Maintain a professional appearance and adhere to the company dress code at all times.
• Maintain thorough product knowledge of the property, competition, and local market conditions.

Requirements

• Associate degree or higher in business or a related field is preferred.
• One or more years of experience working in the customer service, sales, or retail industry.
• Prior experience in student housing is strongly preferred.

Knowledge, Skills, & Abilities

• Possess an understanding of property management standards including Fair Housing laws, Tenant/Landlord rights, and general real estate principles.
• Exhibit strong verbal communication skills with the ability to confidently handle resident questions and sensitive conversations.
• Ability to resolve conflict and de-escalate situations while providing solution-focused responses.
• Ability to explain policies, lease terms, and procedures clearly while maintaining a positive resident experience.
• Ability to implement innovative solutions and continuously improve processes.
• Ability to creatively plan and execute events while staying up to date on industry trends.
• Experience with Entrata software or a similar system is preferred.
• Pass a criminal background check.
• Availability after hours to support on call emergencies throughout the year (if main point of contact is unavailable).
• Ability to work extended hours during the annual turnover period, including nights and weekends.

This role is based fully in-office and requires consistent, daily onsite presence.