Resident Services Specialist Lead

Job Description

Job Description

About the Role:

The Resident Services Specialist Lead plays a pivotal role in enhancing the living experience of residents within our community in Summerfield, FL. This position is responsible for leading a team that delivers exceptional customer service, ensuring resident satisfaction, and fostering a welcoming and supportive environment. The lead will coordinate resident services, address concerns promptly, and implement programs that promote community engagement and retention. By collaborating with property management and maintenance teams, the Specialist Lead ensures seamless communication and efficient resolution of resident issues. Ultimately, this role drives resident loyalty and contributes to the overall success and reputation of the property.

Minimum Qualifications:

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in Business, Hospitality, or related field preferred.
• Minimum of 2 years experience in resident services, property management, or customer service within the real estate or rental industry.
• Proven leadership experience with the ability to manage and motivate a team effectively.
• Strong communication and interpersonal skills to interact professionally with residents and team members.
• Proficiency in property management software and Microsoft Office Suite.

Preferred Qualifications:

• Certification in Property Management (e.g., CPM, NARPM) or related credentials.
• Experience working in multi-family housing or rental communities.
• Knowledge of Fair Housing laws and regulations.
• Bilingual abilities, particularly in Spanish, to better serve a diverse resident population.
• Demonstrated success in organizing community engagement programs or events.

Essential Duties Responsibilities:

• Lead and mentor the resident services team to provide outstanding customer service and support to residents.
• Serve as the primary point of contact for resident inquiries, concerns, and service requests, ensuring timely and effective resolution.
• Coordinate and implement community programs and events that enhance resident engagement and satisfaction.
• Collaborate with property management, leasing, and maintenance teams to address resident needs and improve service delivery.
• Maintain accurate records of resident interactions, service requests, and follow-ups to ensure accountability and continuous improvement.
• Answer questions and concerns related to the association via email, phone and in person. 
• Assist with setting up actives and events when needed. 
• Other duties as assigned. 

Physical Requirements: 

• Ability to sit, stand, and walk for extended periods throughout the workday.
• Ability to frequently move throughout the community, administrative offices, amenity areas, and resident service locations.
• Ability to occasionally lift, carry, push, and pull office supplies, files, packages, event materials, and equipment weighing up to 25 pounds.
• Ability to use a computer, keyboard, telephone, and other standard office equipment for extended periods.

Skills:

The Resident Services Specialist Lead utilizes strong leadership skills daily to guide and support their team in delivering exceptional resident care. Effective communication skills are essential for resolving resident concerns, coordinating with internal departments, and fostering positive relationships. Organizational skills enable the lead to manage multiple service requests, maintain accurate records, and plan community events efficiently. Proficiency with property management software and technology tools streamlines workflow and enhances responsiveness. Additionally, problem-solving skills are critical for addressing complex resident issues and implementing solutions that improve overall resident satisfaction.