Resident Experience Manager

Venterra Realty•Atlanta, GA

2d•$26

About The Position

The Resident Experience Manager is responsible for creating an exceptional living experience for all residents by overseeing resident relations, community engagement, customer service operations, and retention efforts. This role plays a key part in shaping the community culture, supporting leasing performance, and ensuring residents receive prompt, professional, and solution-focused service. The Resident Experience Manager also assists with delinquency management and contributes to overall occupancy and revenue goals.

Requirements

Minimum of three years of proven success in property management, leasing, or collections preferred.
Excellent communication and customer service abilities.
Knowledge of Fair Housing laws and compliance requirements.
Technical skills including use of property software, lead management software, application software, and proficient knowledge of policy and procedures for onsite property management.

Responsibilities

Serve as a point of contact for residents to ensure prompt, effective communication and resolution of concerns.
Assist residents and vendors through phone and email.
Ensure residents feel heard and supported.
Follow up after issues are resolved to ensure satisfaction.
Monitor Liv Connect (Elise AI) hand off requests and help address SmartDesk tickets.
Assist with the planning and hosting of monthly community events.
Ensure events are a mixture of interactive resident activities, help arrange vendor and small business partnerships, and help arrange local food truck events.
Monitor resident engagement surveys (Kingsley), move-in/move-out experiences, and renewal retention.
Oversee the move-in process to make it smooth and welcoming. Ensure move-in units are in ready condition.
Perform warm calls for move-ins and pre-renewal surveys.
Monitor resident sentiment and feedback to identify opportunities for service improvements.
Preform Kingsley follow-up calls and/or “warm” calls to address resident satisfaction.
Monitor online reviews (Reputation.com). Assist with responding professionally and in a timely manner to online reviews. Proactively gather feedback to identify repeated concerns or operational issues.
Support and ensure ongoing participation in the WOW program to promote resident satisfaction and community engagement.
Assist with leasing responsibilities. Touring prospects, utilize Anyone Home to track, prioritize, and complete prospect follow-up activities, opening and closing show units, setting up mini models and/or show units, creating leasing files.
Help manage the review, approval, and tracking of VERO & TheGuarantors applications to ensure accuracy and timeliness. Support occupancy and revenue goals.
Help create and post engaging weekly content (3x weekly). Produce short, fun videos for Instagram, TikTok, and Facebook—such as “day in the life,” apartment tours, amenity highlights and community- focused posts.
Assist the RSS with rent collection efforts through proactive communication, reminders, and resident outreach.
Help residents understand payment options, financial resources, and timelines to reduce delinquency risk. Maintain accurate notes and updated resident accounts.
Help with pre-walking move outs, complete move out inspections, complete SODA’s and work with the RSS and/or LSS teams.
Assist with processing rental payments, help create late notices, and distribute them according to state law.
Assist with follow-up with the maintenance team to ensure high satisfaction and timely completion of escalated issues.
Assist with follow-up calls, emails, and updating notes in Encasa.
Partner with the Community Manager to assist with completing property inspections and property standards of compliance.
Communication using Microsoft Teams with the onsite team and all support teams and documentation of completed tasks within the property Teams channel to keep everyone aligned.
Other tasks as assigned.