Resident Experience Specialist

Resident Experience Specialist

Job Overview: As a Resident Experience Specialist, you will serve as a key point of contact for residents, board members and vendors providing prompt, professional support and resolving inquiries related to accounts, billing, services, and community operations. This role focuses on delivering exceptional service, resolving issues efficiently, and ensuring every interaction reflects our commitment to service excellence.

Your Responsibilities:

• Deliver professional, high-quality service when handling inquiries from residents, board members, and vendors, ensuring prompt and thorough resolution.
• Collaborate with Community Managers, Regional Directors, internal departments, and the National Customer Care Center to resolve issues efficiently.
• Accurately document all interactions and resolutions in the appropriate systems, meeting established SLA and KPI standards.
• Gather and evaluate information to understand resident needs, provide education when applicable, and help prevent repeat inquiries.
• Review and close resident service tickets and open calls in Connect, ensuring timely follow-up on outstanding items.
• Balance company policies with customer needs to ensure fair and effective resolutions.
• Identify and recommend process improvements to enhance the overall resident experience.
• Partner cross-functionally to address and resolve community or client-facing issues.

Coordination Responsibilities:

• Manage assessment and late fee reviews, waiving fees when appropriate.
• Coordinate move-in/move-out schedules and related special arrangements.
• Oversee amenity, clubhouse, and elevator reservations.
• Assist realtors, sellers, and homeowners with resale documents and other requests.
• Create and close work orders, and manage key fob replacements and access issues.
• Perform additional assignments and projects as needed.

Skills and Qualifications:

• Exceptional interpersonal skills resulting in strong working relationships
• Strong organizational skills
• Outstanding communication skills
• Tremendous listener with the ability to diffuse tense situations
• Able to work collaboratively and cooperatively
• Superb judgment and decision-making skills
• Able to prioritize and adjust to incoming demands
• Proficient with MS Office suite

Education & Experience:

• 2+ years customer service experience (Required)
• Proficient in Windows and Microsoft Office (Outlook, Word, and Excel, etc.) (Required)
• Community Management or real estate experience is a plus.

Physical Requirements and Working Environment: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Hours over and above normal office hours will occur, including evenings, holidays, and some weekends. Schedule is subject to change based on business needs.

• Sit or stand for extended periods of time in an office environment
• Able to safely lift, carry, and move up to 20 pounds

Location: Las Vegas Office; 8290 Arville St, Las Vegas, NV 89139 Work Schedule: MondayFriday, Tuesday -Saturday and Sunday-Thursday