Resident Experience Specialist - BTR (61265)

Position: Resident Experience Specialist BTR


JOB TITLE: Resident Experience Specialist BTR

REPORTS TO: Community Manager BTR

DIRECT REPORTS: No

Who We Are

BH is a people-first multifamily owner and operator that grew from a small startup into one of the nation's largest commercial real estate companies. Founded in 1993, BH is celebrated for its simple commitment to doing business the right way and investing in its team. Today, BH manages over 100,000 units, employs over 2,800 people, owns its processes in-house, and is praised by Fortune Magazine as the "Best Workplace for Women," "Best Workplace for Millennials," and "Best Workplaces for Diversity." Powered by innovation and a can-do attitude, BH improves daily, striving to construct a smarter way to live, invest, manage, and grow.


BH is passionate about setting the standard in the multifamily industry. We are a welcoming band of go-getters who think big, sweat the details, and take our work (but never ourselves) too seriously. We set our sights high, own our mistakes, and turn lemons into lemonade. We are incredibly proud of where we've come and are ready to tackle what's next. Come join us!

Role Overview

As the Resident Experience Specialist BTR, you'll have a big mission. If you choose to accept it, your mission is to be responsible for all leasing activities in accordance with company policies and Fair Housing guidelines; resolving resident issues timely; providing prompt and professional service to internal and external customers; handling various office duties including, but not limited to, assisting with event and leasing marketing campaigns, providing assistance as needed regarding housing materials. The Resident Experience Specialist - BTR is a hybrid position and will be working at multiple sites and assisting with running between three and six communities simultaneously. Exhibits strong commitment to the service needs of the internal and external customers. Represents the company in a professional and courteous manner. As you can likely tell, 'how' things are done matters just as much as 'what' was done here at BH!


Key Responsibilities

• Responsible for ensuring the daily marketing, administrative, and financial operation of the property under the direction of the Community Manager - Build to Rent. General office administrative duties including answering phones, emails, written correspondence, managing incoming mail for the property, and delivering notices if applicable.
• Conduct sparkle touch-ups to ensure homes are in pristine condition and occasionally assist with picking up the grounds as needed or directed by your supervisor.
• Provides effective customer service to all prospective tenants, current residents, and property staff by utilizing in-depth knowledge of the community/communities and its functions.
• Maintains a strong understanding of the community and local market competitor's specials and floor plans. Has comprehensive working knowledge of all aspects of leasing homes and documents in accordance with Company standards and Fair Housing guidelines. Stays up to date with all promotion/leasing incentives.
• Ensure timely and accurate logging of all prospect information and notifications into our Property Management software. Assists with the lease application process for approval or denial with the Centralized Screening Specialist (CSS) and prepares new lease contracts/move-in requirements.
• Uses industry-specific technology to promptly communicate any concerns. Reviews daily exceptions report to ensure all move-in exceptions are cleared each day and move-in dates are adjusted as needed.
• Understands, utilizes, and promotes all third-party online leasing programs appropriately - such as self-guided and virtual tours.

• Assist with completing Move Out Vacant Inspection Checklist (MOVIC) accurately and within the specified deadline per Company standards, if applicable.
• Assist with daily community inspections to ensure community policies are being followed and addressed, if applicable.
• Other duties as assigned

You Have

• High School Diploma/GED
• Ability to travel a minimum of 60%
• Strong written and verbal communication skills
• Intermediate computer knowledge/office equipment skills

• Previous experience in a customer-facing/customer service role
• Strong understanding of Fair Housing guidelines, Policy/Procedures, and leasing documents
• Where required by law, must have state leasing license or ability to obtain the required license(s) within the timeframe required by law

Seniority Level: Experienced
Industry: Property Management
Employment Type: Full-Time
Location: Hybrid

Work Schedule: 9am-6pm, Monday-Friday, including weekends or as needed to meet business needs. The ability and means to travel locally, overnight, in specific regions or states via automobile and airplane may required.

BH is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH a better place to work and live. Our posted compensation reflects the cost of talent across multiple US geographic markets. Pay is based on a number of factors and may vary depending on job-related knowledge, skills, and experience.