Resident Engagement Specialist

Resident Engagement Specialist

National Horizon Real Estate Services is seeking a highly organized, service-driven, and resident-focused Resident Engagement Specialist to support the daily experience of community members and assist the Community Business Manager with resident-facing operations.

This role is centered on resident service, renewals, retention, communication, and community engagement. The Resident Engagement Specialist will help answer resident questions, support office workflow, maintain accurate records, coordinate monthly resident events, and deliver a positive, hospitality-forward experience throughout the community.

This is not a heavy leasing role. Limited leasing support may be required as needed, but the primary focus is on caring for current residents and supporting smooth day-to-day operations.

Key Responsibilities

Resident Service and Communication

• Serve as a primary point of contact for current residents and community members in the office
• Answer resident questions in person, by phone, and by email in a timely, professional, and solutions-focused manner
• Build positive rapport with residents and help create a welcoming, service-oriented office environment
• Support resident issue follow-up by coordinating with maintenance and office team members to ensure timely responses and resolution
• Assist with community notices, resident communication, onboarding touchpoints, and general office correspondence
• Promote resident satisfaction through strong communication, professionalism, and follow-through

Renewals and Retention

• Manage the renewal process from start to finish, including outreach, tracking, follow-up, and completion of required documentation
• Communicate renewal offers clearly and professionally to residents
• Maintain renewal logs, deadlines, and status updates with strong attention to detail
• Support resident retention efforts by identifying service concerns early and helping ensure a positive resident experience
• Assist with move-in and move-out coordination as needed

Resident Events and Community Engagement

• Plan, coordinate, and host monthly resident events designed to strengthen community engagement and enhance the resident experience
• Develop event ideas, calendars, flyers, and communication materials in partnership with community leadership
• Coordinate event logistics including supplies, setup, resident outreach, vendor communication, and post-event follow-up
• Track participation, resident feedback, and event effectiveness to support ongoing retention and community-building efforts
• Help create a visible, approachable management presence through consistent resident interaction and thoughtful programming

Administrative and Operational Support

• Support the Community Business Manager with daily office operations and resident file management
• Maintain accurate resident records, lease documents, ledgers, and compliance-related paperwork
• Assist with scanning, uploading, tracking, and organizing documents in property management systems
• Help ensure files and office records are complete, current, and audit-ready
• Support collection of signatures, notices, and lease-related paperwork
• Assist with reporting, invoice follow-up, and other administrative duties as assigned

Limited Leasing Support

• Provide light leasing support when needed, including greeting prospects and answering general availability questions
• Assist with basic tour coverage or application support during peak periods or office coverage needs
• Maintain Fair Housing compliance and professionalism in all prospect and resident interactions

What We're Looking For

• Minimum of 2 years of experience in multifamily property management, resident services, customer service, hospitality, or administrative support
• Experience with renewals, resident relations, lease administration, or office support strongly preferred
• Individuals with hospitality experience are encouraged to apply
• Entrata experience preferred, but not required
• Strong written and verbal communication skills
• Excellent organization, follow-through, and attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Working knowledge of Fair Housing and property management professionalism standards
• High school diploma or equivalent required

Ideal Candidate

The ideal candidate is someone who:

• enjoys helping people and solving problems
• knows how to keep a leasing office calm, organized, and professional
• can manage resident communication without dropping the ball
• understands that resident retention is built through trust, consistency, and follow-through
• brings a hospitality mindset to every interaction

Why Join National Horizon

At National Horizon, we are focused on strong execution, professional ethics, resident experience, and operational discipline. We believe hospitality is not just a personality trait. It is part of how a community is run every day through communication, responsiveness, engagement, and service.

Pre-Employment Screening Requirements

All candidates selected for employment must successfully complete a pre-employment screening process, which includes:

• County Criminal Search
• State Criminal Search
• Federal Criminal Search
• National Criminal Database Check
• Global Watchlist Screening
• Sex Offender Registry Check
• Social Security Number Trace
• Employment Verification
• Drug Screening

Equal Opportunity Employer

National Horizon Real Estate Services, LLC is proud to be an Equal Opportunity Employer. All qualified applicants will be considered for employment without regard to legally protected characteristics.