Resident Engagement Coordinator

CLS Living•Baltimore, MD

2d•$50,000 - $55,000•Onsite

About The Position

At CLS Living, our mission is simple: to deliver an unparalleled resident experience and foster an exceptional workplace environment. We are committed to building a world-class team of passionate individuals who thrive in a culture of positivity, creativity, and continuous growth. Each day brings new opportunities to innovate, lead, and make a meaningful impact. We take pride in our vibrant, design-forward communities and in the devoted teams who manage them with care and integrity. Our success starts with our people—and when our team thrives, our residents do too. This is a full-time, Live-On position. Hours include office shifts (at the lobby reception desk) of 9 am to 5 pm, Monday-Friday, and additional ‘after-hours’ duties for programming and resident support. The Resident Engagement Coordinator is responsible for developing, coordinating, and facilitating programs and activities aimed at enhancing the overall resident experience within our Graduate Medical Student community. This role involves fostering a sense of community, promoting resident interaction, curating an environment of student success, and ensuring general extraordinary customer service, while also assisting on the front line with active leasing efforts. This unique role includes living onsite as part of your resident accessibility and support role. We house the graduate students, interns and residents from the John Hopkins Medical Campus in East Baltimore (JMHI). Our residents are the best-and-the-brightest from around the world. They are the future in medicine, nursing, and health care. They will cure diseases and bring aid, comfort and better health to people globally. They are Essential!

Requirements

Bachelor’s degree preferred, or 2–5 years of experience in student or multifamily housing; or an equivalent combination of education and experience.
Strong working knowledge of Microsoft Outlook, Word, and Excel.
Experience with property management software, preferably Entrata.
Familiarity with both market-rate and LIHTC programs is a plus.
Understanding and adherence to Fair Housing and EEO laws.
We’re seeking a motivated, people-centered leader with a strong sense of ownership and a passion for community.
A natural leader who thrives on building high-performing teams and nurturing talent.
A brand ambassador who lives and breathes the CLS Living culture and vision—setting the tone for your team and community.
Growth-minded, with a personal drive to learn, improve, and grow within the company.
Entrepreneurial in spirit—creative, proactive, and unafraid to challenge the status quo to improve the resident experience.
Skilled in operations, with experience in hiring, staff development, budgeting, marketing strategy, and scheduling.
We conduct criminal background and drug screening.

Responsibilities

Maintains a professional, yet friendly, atmosphere in the leasing offices, front desk, and other areas where prospective residents and current residents meet, engage, and interact.
Inspects “market ready” vacancies and “tour route” daily to ensure cleanliness; submits work orders as needed to maintenance/housekeeping staff.
Opens and closes the model(s) daily, ensuring it/they are ready to show each morning and fully closed each evening.
Answers incoming phone calls and manages each call accordingly, whether it is a client call, irate resident, service request, etc.
Receives and responds to incoming texts, emails, chats, PM’s etc. and manages each accordingly, whether it is a client call, irate resident, service request, etc. Log traffic for tracking and historical data gathering.
Greet prospective residents, qualifies, determines needs and preferences, and professionally presents the community while communicating features and benefits.
Maintains awareness of local market conditions and trends. Contributes ideas for marketing the community and for improving resident and staff satisfaction. Conduct market surveys and shop competitive communities.
Occasionally performs external market outreach at nearby businesses, organizations, etc.
During leasing conversations, personalize the interaction by getting to know them and apply product knowledge to clients’ needs by communicating the features and benefits that will appeal to them; close the sale.
Request and pursue new applications. Accept, process, and file applications.
Follow up with prospective residents in a timely fashion (next business day, MAX, within hours preferred), through all means available (Chat transcripts, phone, text, email, WhatsApp, WeChat, in-person, Tawk.to, etc.).
Secure new resident documentation and signature(s) on appropriate paperwork before move-in. Orient new residents to the community.
Coordinate and design marketing promotions including, but not limited to, email/e-blasts, print ads, internet ads, social media content, and follow-up, always with the student consumer and our Essential Brand in mind.
Collaborate with management to update and maintain the website on a regular basis.
Curate and monitor online reviews and marketing efforts.
Seek resident testimonials.
Maintain and perform upkeep of the tour route to ensure functionality and curb-appeal.
Complete all lease applications and participate in the verification of applications within 24 hours (excluding closed workdays).
Follow up on all leads within 24 hours.
Oversee distribution of all marketing and communication materials for the community.
Monitors renewals. Distribute and follow up on renewal notices. Attend promotional, community, and campus events; continually marketing The Essential as the ONLY JHMI-affiliated housing option.
Implement a strategic marketing plan, recognizing that it is a fluid plan that can change or evolve quickly.
Plan, organize, and execute events such as social gatherings, educational workshops, fitness classes, wellness / self-care / stress management, resume / interview skills, and cultural celebrations.
Coordinate logistics including venue selection, catering, equipment setup, participant registration and event documentation (photos, social posts, event post-mortem)
Design and implement a diverse range of programs and activities to cater to the interests and preferences of residents. Understand our resident population (school, program, culture/nationality) and micro-target certain events to specific cohorts. Not all events need to be big to be successful; just meaningful and engaging for participants.
Schedule, coordinate, and participate in resident events targeting social, recreational, academic and wellness areas. This includes weekly activities, holiday events, workshops, major or program specific activities, etc.
Collaborate with residents, university personnel, community leaders, and management to identify needs and develop initiatives that enhance community engagement.
Utilize various communication channels to disseminate information, gather feedback, and engage with residents and university officials.
Make the Essential Community “Sticky” so that residents never want to leave the support, respect and connections they have here. This will keep them from being tempted by some “shiny object” at a competitive property.
Create programs and cause resident engagement—large and small– using the gym, lobby, roof-deck, study lounge, corridors, elevator landings, Eager Park at our front door, etc. etc.
Make how-to videos featuring our cool gym equipment.
Bridge building with campus and community resources to benefit our residents.
Seek out programs and resources to partner with in a shared mission of student success.
As above but in a more focused 1-on-1 or intimate group level. Every activity does not have to have epic attendance, but every event, large or small, should be meaningful.
Build relationships with residents and encourage their involvement in community activities.
Understand and engage with JHMI student organizations. Be connective tissue between our residents, our resources, and these organizations.
Collaborate with local organizations, businesses, and volunteers to enrich the community experience through partnerships and sponsorships.
Serve as a resource for residents by providing information, assistance, and support as needed.
Elevated resident-specific programming.
Address resident concerns, inquiries, and suggestions in a timely and professional manner.
Resident conflict resolution/mediation.
Customer service (residents, future residents, parents and stakeholders, coworkers)
It is not enough just to be effective; we must be perceived as professional, competent, nice, caring, engaged and friendly. We need to be ‘5-star rated’ in all we do.
Resident satisfaction and preference monitoring
We should actively ask, listen, and adjust course when needed.
Responsible for creating and implementing a comprehensive student success and engagement program for our residents.
As a live-on team member, you will often be the first responder to “after hours” situations on site, including but not limited to facilities issues and resident/guest behavior issues, etc.
Participate and support all aspects of operations as needed (see above and below).
Prepare a regular multi-media ‘newsletter’ that overviews community events, resident success stories, office updates and applicable student activities.
Schedule monthly social media marketing calendar for all social media platforms. This includes international platforms.
Active resident academic, social, and wellness support/strategies
Be visible and accessible to residents, role modeling responsible behavior and personal integrity. Individually interact and engage with students—make them feel seen and heard.
Serve as a resource and referral agent for residents through personal interaction and knowledge of campus and the community resources.
Promote a safe and inclusive environment for all residents and address any concerns in a timely and effective manner.
Effectively respond to and manage emergency and/or crisis situations by participation in on-call duty rotation with other professional staff.
Directly oversee health and safety inspections and provide follow-up to students who are not in compliance. Participate in fire/safety drills and follow up with residents not in compliance with fire drills or fire inspections performed by the Fire Marshall.
Lead communication to students that are not in compliance with turn, move-on and move-out requirements.
The activities listed above may not be all inclusive.