Resident Experience Associate

2+ years of experience in customer service, resident relations, hospitality, property management, or a related field (strongly preferred)

Strong interpersonal and communication skills with the ability to interact professionally and effectively with residents, coworkers, and vendors

Proactive and observant, with the ability to identify property deficiencies, cleanliness concerns, and potential safety hazards

Strong problem-solving skills and a solution-oriented mindset when addressing resident complaints, concerns, and service requests

Highly organized and detail-oriented, with the ability to document issues, track follow-ups, and manage multiple priorities

Comfortable spending the majority of the workday walking the property, interacting with residents, and inspecting common areas

Ability to handle challenging resident interactions with patience, professionalism, and discretion

Dependable, responsive, and committed to following through on assigned tasks and identified concerns

Ability to work independently while maintaining consistent communication with the property management team

Basic computer proficiency and the ability to use property management software, email, and other reporting systems

Willingness to assist with light property upkeep and community improvement efforts as needed

Serve as a highly visible and approachable point of contact for residents throughout the community

Proactively engage with residents to identify concerns, answer questions, and promote a positive living experience

Respond professionally and promptly to resident complaints, questions, and service needs

Assist residents in navigating property procedures, submitting service requests, and connecting with appropriate management personnel

Help coordinate the resolution of resident concerns by communicating with the property management and maintenance teams

Follow up with residents to confirm concerns have been addressed and provide updates on outstanding issues

Maintain a professional, courteous, and service-oriented presence while fostering positive relationships throughout the community

Conduct multiple daily walkthroughs of the property, including grounds, building interiors, hallways, stairwells, elevators, entrances, and common areas

Monitor the overall cleanliness, appearance, functionality, and condition of the community

Identify and document property deficiencies, including trash accumulation, damaged fixtures, lighting issues, cleanliness concerns, and potential safety hazards

Address minor deficiencies immediately when appropriate and within the scope of the position

Report maintenance needs, property damage, vandalism, and other concerns to the appropriate team members

Monitor high-traffic and shared spaces to ensure they remain clean, presentable, and accessible to residents

Conduct follow-up walkthroughs to verify previously identified concerns have been addressed

Document property conditions, resident complaints, maintenance concerns, and safety issues using established reporting procedures

Communicate identified deficiencies to the Property Manager, maintenance team, or appropriate personnel in a timely manner

Track outstanding issues and follow up regularly to ensure timely resolution

Escalate urgent safety concerns, unresolved complaints, or recurring property issues to management

Maintain accurate records of resident interactions, property observations, and completed follow-up activities

Provide management with regular updates regarding community conditions, resident concerns, and outstanding service needs

Support the overall cleanliness, organization, and presentation of the residential community

Identify and address minor cleanliness concerns, including litter, misplaced items, and common-area clutter when appropriate

Monitor trash disposal areas, entrances, hallways, and shared amenities for cleanliness and proper use

Report landscaping, groundskeeping, janitorial, and other service deficiencies to the appropriate personnel

Help reinforce community rules and standards through professional, respectful communication with residents

Assist with maintaining welcoming, safe, and orderly common spaces for residents and visitors

Build positive relationships with residents through consistent daily interaction and accessibility

Assist with communicating community announcements, upcoming events, policy reminders, and important property updates

Encourage resident participation in community programs, activities, and initiatives

Identify recurring resident concerns and communicate feedback to management to support improvements in resident satisfaction

Help create a welcoming community atmosphere by demonstrating professionalism, responsiveness, and a genuine commitment to resident well-being

Remain alert to potential safety hazards, suspicious activity, property damage, and other conditions that may impact residents

Promptly report incidents, emergencies, or unsafe conditions to property management and appropriate personnel

Document incidents and observations accurately in accordance with established property procedures

Assist with communicating safety-related information and community procedures to residents as directed

Follow all applicable property policies, safety protocols, and established reporting procedures

Maintain consistent communication with the Property Manager and other on-site team members regarding resident needs and property conditions

Coordinate with maintenance, janitorial, groundskeeping, and third-party vendors to help facilitate timely resolution of identified issues

Support property management initiatives focused on resident satisfaction, community appearance, and operational efficiency

Attend team meetings and training sessions to remain informed of property expectations, procedures, and service standards

Assist with additional resident-facing and community support responsibilities as assigned

Previous experience in multifamily housing, property management, resident services, hospitality, or customer service

Experience handling resident complaints, conflict resolution, and service coordination

Familiarity with property management software and work order tracking systems

Strong written communication and documentation skills

Ability to perform frequent property walkthroughs, including walking, standing, and navigating stairs throughout the workday

Valid driver's license, if required for assigned duties