Resident Experience Manager | MAA Hue

MAA•Raleigh, NC

About The Position

The Resident Experience Manager reports to property management and provides customer service to residents and administrative support to the property management office to promote resident satisfaction and retention. The role manages move-in and move-out experiences, conducts inspections and resident orientations, coordinates service requests, facilitates transfers within MAA communities, and provides direction and guidance to the onsite team. The successful candidate is expected to embody and reinforce MAA’s core values: appreciating each individual’s uniqueness, communicating openly and with integrity, embracing opportunities, and doing the right thing at the right time for the right reasons.

Requirements

3–5 years of customer service and/or administrative support experience, or an equivalent combination of education and experience.
Customer service and conflict resolution skills to overcome objections and resolve issues.
Clear, concise verbal and written communication skills.
Knowledge of apartment management laws and regulations at the federal, state, and local levels.
Critical thinking and problem-solving skills.
Organization, task management, and time management skills.
Flexibility and adaptability to changing priorities or business needs.
Ability to work independently with minimal supervision and collaboratively as part of a team.
Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Ability to maintain confidentiality and exercise appropriate discretion.

Nice To Haves

Supervisory or management experience.
Bachelor’s degree with leasing experience preferred.
Customer retention experience.
Bilingual skills.

Responsibilities

Provide leadership and guidance in the property manager’s absence, including advice to the onsite team on administration and resident interactions.
Conduct pre-move-in unit walks and move-in and move-out inspections using SightPlan.
Prepare personalized move-in gifts and lead orientations for new residents.
Maintain in-depth knowledge of the community, including its features and amenities.
Document and respond to resident questions and concerns through phone, online platforms, and the CRM system; report and escalate concerns to onsite property management.
Handle roommate additions and releases during lease terms, process notices to vacate, and provide move-out packets as needed.
Monitor and follow up on service requests, including troubleshooting IT systems and gate access.
Coordinate with vendors on package delivery, service requests, pest control, and make-ready processes.
Support prospects with self-guided tours and, when a scheduled tour is unavailable, conduct walk-in tours or assist current residents considering transfers within or between MAA communities.
Coordinate the setup and presentation readiness of mini-models and show units for tours.
Partner with onsite property management, maintenance, and corporate asset management to uphold standards for curb appeal, amenities, and make-ready quality through regular property walks.
Monitor the lease authoring tool and other systems for compliance and operational consistency.
Process applications not handled by the centralized application processing team.
Lead resident engagement initiatives, manage the community calendar, and plan and implement onsite resident and community outreach activities.
Oversee the community’s online reputation, including Google reviews.
Develop and maintain knowledge of local markets and competitors.
Monitor, audit, and maintain the artificial intelligence tool knowledge base to support accuracy and centralized support performance.
Perform other related duties as assigned to meet business needs.