Resident Experience Manager

Cardinal Group Companies•Tallahassee, FL

About The Position

The Resident Experience Manager leads resident relations and community experience, supports leasing and occupancy, assists with operational processes, and co-manages social media and community marketing. The role handles resident feedback and complaints, coordinates resident events and move-in experiences, supports renewals and leasing activity, and helps maintain accurate property-management dashboards. The position also provides flexible, hands-on support for seasonal needs, emergencies, annual turnover, legal correspondence, Fair Housing matters, crisis management, and capital projects. The position is based in an office environment with frequent exposure to outdoor elements that may be unpleasant or hazardous. Routine local travel is required, and overnight travel may be required for training, property visits, or special projects. Physical duties include frequent standing, walking, reaching, stooping, or squatting, and occasionally sitting, as well as handling office products and supplies weighing up to 20 pounds. Reasonable accommodations may be made for individuals with disabilities.

Requirements

At least 1 year of experience in property management, leasing, customer service, or resident services.
Strong interpersonal, conflict-resolution, and customer-service skills.
Ability to handle crisis situations and sensitive conversations.
Familiarity with Entrata or similar property-management software.
Strong organizational skills and ability to manage multiple priorities.
Proficiency in Google Workspace and social media platforms.
Ability to push, pull, lift, carry, or maneuver office products and supplies weighing up to 20 pounds.
Ability to perform the physical demands described, including regular hand use and talking or hearing; frequent standing, walking, reaching, stooping, or squatting; and occasional sitting.
Vision abilities including close, distance, color, and peripheral vision, depth perception, and ability to adjust focus.
Ability to travel locally for training, client visits, or other work needs; overnight travel may be required for training, property visits, or special projects.

Responsibilities

Lead reputation management initiatives across review platforms and internal feedback channels.
Mediate and resolve resident complaints with empathy and professionalism.
Coordinate mutual terminations in accordance with company and legal standards.
Identify resident needs during crisis-management efforts and collaborate with leadership and emergency services.
Oversee resident insurance compliance and follow-up efforts.
Organize and execute resident events to build community engagement and support retention.
Inspect grounds, interiors, resident amenities, and common areas to ensure compliance with codes and company standards.
Develop written communications to keep residents informed and prevent concerns.
Follow up on work orders and report resident sentiment.
Manage immediate move-ins, inspections, and unit transfers.
Lead Entrata BUA management and maintain accurate leasing and review dashboards.
Lead renewal campaigns and the renewal leasing process.
Plan and execute the move-in experience.
Follow up and communicate with future residents regarding no-shows.
Support management of Entrata dashboards and performance metrics.
Assist with processing lease paperwork, renewals, and notices to vacate.
Co-manage social media efforts to promote events and resident engagement.
Remain knowledgeable about market conditions and competitor value.
Assist with seasonal or emergency-specific responsibilities, including vacant-position coverage, legal correspondence, annual turnover, Fair Housing matters, crisis management, and capital project planning or support.
Provide hands-on assistance with turnover tasks, including moving furniture and appliances, assisting facilities staff with punch-list work, organizing high volumes of resident trash, and cleaning turnover units.
Collaborate across departments and demonstrate flexibility and sound judgment in changing situations.