Resident Experience Coordinator
Avanti Residential•Denver, CO
•Onsite
About The Position
The Resident Experience Coordinator serves as the primary market-level support resource for the Resident Experience and Renewals functions. This role acts as a bridge between the Resident Experience Specialists, Renewal Specialists, Community Teams, and Resident Experience Manager to ensure a seamless resident journey and consistent service delivery. The Resident Experience Coordinator is responsible for overseeing renewal performance within their assigned market, supporting resident retention efforts, handling complex resident escalations, monitoring operational workflows, and providing leadership support during manager absences, vacancies, or time away from the business. This position combines resident-facing service responsibilities with market-level operational oversight and is instrumental in ensuring exceptional customer service, strong resident retention, and execution of departmental standards.
Requirements
- High School Diploma or GED required.
- 2+ years of multifamily, resident services, leasing, renewals, hospitality, or customer service experience required.
- Pass criminal background screening prior to employment.
- Possession of a valid driver's license and up-to-date vehicle insurance OR reliable transportation is required.
Nice To Haves
- Associate's or Bachelor's degree in Business, Hospitality, Communications, or related field preferred.
- Equivalent professional experience may be considered.
- Experience handling escalated customer concerns preferred.
- Experience with resident retention, lease renewals, or customer success programs preferred.
- Experience working with Funnel, Yardi, CRM systems, and Microsoft Office preferred.
- Prior leadership, coaching, or team lead experience preferred.
Responsibilities
- Serve as a senior point of contact for residents requiring additional support or issue resolution.
- Handle complex resident escalations before they are elevated to the Resident Experience Manager.
- Build and maintain strong resident relationships through proactive communication and problem resolution.
- Support inbound and outbound resident communications via phone, email, text, and CRM platforms.
- Partner with community teams to ensure resident concerns are addressed promptly and appropriately.
- Monitor resident relation tickets and ensure timely follow-up and resolution.
- Assist with resident retention efforts and outreach campaigns designed to improve satisfaction and loyalty.
- Serve as the primary renewal coordinator for the assigned market.
- Monitor renewal performance, lease expirations, notices to vacate, and resident retention metrics.
- Review renewal pipelines daily to ensure all tasks, offers, communications, and lease executions are completed on time.
- Support Renewal Specialists with resident outreach, lease generation follow-up, and retention conversations.
- Conduct outbound retention calls to residents approaching lease expiration or considering non-renewal.
- Monitor unsigned leases and ensure completion of renewal signature cadences.
- Assist with save-the-notice efforts and collaborate with community teams on resident retention strategies.
- Review renewal trackers and reporting to ensure accuracy and completion.
- Serve as acting market lead during Resident Experience Manager absences, PTO, vacancies, or designated coverage periods.
- Provide day-to-day support, guidance, and coaching to Resident Experience Specialists and Renewal Specialists.
- Assist with onboarding, training reinforcement, and process adoption initiatives.
- Monitor task completion, service levels, and workflow compliance.
- Identify trends, operational gaps, and opportunities for improvement.
- Partner with the Resident Experience Manager to ensure departmental goals and KPIs are achieved.
- Participate in market calls, operational meetings, and resident experience discussions as needed.
- Review resident interactions to ensure service quality and adherence to company standards.
- Promote a customer service-focused culture across centralized operations.
- Assist with auditing communication quality, documentation standards, and workflow execution.
- Recommend process improvements that enhance the resident experience and operational efficiency.
- Ensure all resident interactions and workflow updates are accurately documented within Funnel, Yardi, and other applicable systems.
- Serve as a liaison between centralized teams, community teams, and regional leadership.
- Partner with Business Management, Applications, Revenue Management, and Community Operations teams to resolve resident concerns.
- Support communication initiatives and ensure consistent resident messaging across markets.
- Assist in implementing new programs, pilots, and operational initiatives.
Benefits
- Annual or quarterly bonuses are awarded based on performance and KPIs.
- Up to 20% apartment discount.
- Continuing education and tuition reimbursement.
- A generous PTO policy.
- Health and wellness benefits include Medical/HSA/FSA/Dental/Vision/STD/LTD and many other benefits to meet your specific needs.
- 4% company match for your 401k.
- Avanti Shares Program where a portion of the company’s transactional profits are awarded to you.
- Avanti Cares Program that helps employees in financial need.
- Tenure-based Anniversary Recess.
- Avanti Advisors Program to help new hires with onboarding.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
