Community Experience Specialist

Job Description

Job Description

Position Description

The Community Experience Specialist serves as the face of the community and plays a key role in creating a positive resident

experience from the initial inquiry through move-out. This position combines leasing, sales, hospitality, resident relations, and

administrative responsibilities to support occupancy, resident satisfaction, retention, and the overall success of the community.

The Community Experience Specialist is responsible for creating a welcoming and professional experience at every resident and

prospective resident touchpoint, including inquiries, tours, applications, move-ins, resident requests, renewals, community

engagement, and move-outs. This position develops relationships with prospective and current residents, responds to resident

needs, supports community operations, and works closely with community leadership and maintenance to provide a consistent

and responsive experience.

Principal Responsibilities

• Greet and engage prospective residents in person, by telephone, electronically, and through other communication

channels in a professional, welcoming, and responsive manner.

• Conduct personalized community and apartment tours, identify prospective resident needs, communicate community

features and benefits, and support prospects throughout the leasing decision process.

• Maintain timely and consistent follow-up with prospective residents and accurately document leasing activity,

communications, and outcomes within the applicable property management or CRM system.

• Process rental applications, screenings, lease documentation, and other required paperwork accurately and in accordance

with company policies, Fair Housing requirements, and applicable laws.

• Support established leasing, occupancy, traffic-to-lease conversion, and related community performance goals.

• Coordinate move-in activities and ensure new residents receive a welcoming, organized, and professional introduction

to the community.

• Serve as an approachable and consistent point of contact for residents throughout their residency and provide timely,

professional responses to questions, concerns, and requests.

• Build positive relationships with residents through regular communication, proactive check-ins, and ongoing

engagement.

• Support resident retention by identifying concerns or dissatisfaction early and coordinating with community leadership

to address issues when appropriate.

• Manage and support the lease renewal process, including communicating renewal information, conducting follow-up,

and discussing approved terms with residents.

• Coordinate resident concerns and service requests with maintenance, community leadership, and other appropriate team

members and follow up to help ensure concerns are appropriately addressed.

• Assist with move-out communication and processes while maintaining a professional and positive resident experience.

• Promote a hospitality-focused environment by creating positive, personal, and professional interactions with residents,

prospective residents, families, visitors, and community partners.

• Assist with planning and coordinating resident events, activities, and engagement initiatives that encourage community

participation and strengthen resident relationships.

• Support efforts to increase resident referrals, positive reviews, and community reputation through consistent service

and relationship building.

• Identify opportunities to improve the resident experience and communicate resident feedback, trends, and concerns to

community leadership.

• Maintain accurate and complete records related to prospective resident traffic, leasing activity, applications, renewals,

resident communications, and other assigned community activities. Job Description Manual

• Prepare reports and provide leasing, occupancy, resident experience, and other operational information as requested by

the Community Manager.

• Maintain awareness of local market conditions, competitor pricing, amenities, concessions, and other relevant trends

and communicate information that may assist community leadership with leasing and marketing strategies.

• Support community marketing initiatives, including social media content, community signage, outreach efforts, events,

and relationships with local businesses or community organizations.

• Assist with online reputation efforts, including encouraging resident feedback and reviews and supporting responses in

accordance with company guidelines.

• Help ensure model units, leasing areas, tour paths, common areas, and other resident-facing spaces remain organized,

welcoming, and consistent with community standards.

• Maintain working knowledge of and comply with applicable Fair Housing requirements, company policies, leasing

procedures, and documentation standards.

• Maintain resident and applicant confidentiality and appropriately safeguard sensitive or confidential information.

• Complete required training and maintain applicable certifications as required by the Company.

• Perform responsibilities consistently and fairly and escalate compliance, resident relations, or operational concerns to

the appropriate member of management.

• Other duties, responsibilities and activities may change or assigned at any time with or without notice.

General Responsibilities

• Attends and actively participates in all scheduled trainings, in-service sessions, and educational programs required by

the company or applicable regulatory agencies to maintain current knowledge and credentials.

• Completes assigned tasks and responsibilities in a timely, accurate, and thorough manner as instructed by the direct

supervisor and in accordance with department expectations.

• Adheres to assigned work schedules and meets attendance requirements; provides advance notice to the supervisor for

tardiness or absence in accordance with company policy.

• Accurately records time worked using designated systems or processes; never falsifies timekeeping records,

documentation, or other official records.

• Completes all documentation truthfully, accurately, and in accordance with applicable policies, regulations, and

professional standards.

• Collaborates and cooperates with team members to ensure continuity of services and promote a respectful, efficient,

and productive work environment.

• Demonstrates professionalism in all interactions, contributing to a workplace culture centered around respect,

accountability, and service excellence.

• Maintains a clean, organized, and safe personal work area; helps keep shared spaces (e.g., kitchen, break rooms, meeting

areas, shops, etc.) tidy and ready for use by others.

• Follows all established company policies, procedures, and protocols, including dress code and personal appearance

standards.

• Promotes a positive atmosphere of warmth, empathy, and professionalism, supporting the well-being and satisfaction

of residents, clients, coworkers, and visitors.

• Practices workplace etiquette, including courteous communication, appropriate boundaries, and respect for others’ time

and space.

• Reports any observed safety hazards, policy violations, or concerns to management in a timely and appropriate manner.

Customer Service Responsibilities

• Provides exceptional customer service at all times, demonstrating professionalism, patience, and a helpful attitude in all

interactions.

• Responds to inquiries, requests, and concerns from residents, families, team members, clients, and vendors promptly

and courteously.

• Maintains a positive and solution-oriented approach when addressing challenges or complaints, escalating issues

appropriately when needed.

• Builds and maintains respectful and collaborative relationships with internal and external customers by actively listening,

showing empathy, and following through on commitments.

• Communicates clearly and effectively using professional language, tone, and body language in person, over the phone,

and in written communication.