Resident Experience Manager | MAA Barton Skyway

MAA•West Lake Hills, TX

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, and facilitates transfers within MAA communities. The manager also provides direction and guidance to the onsite team, reinforcing MAA’s values of appreciating individual uniqueness, communicating openly and with integrity, embracing opportunities, and doing the right thing at the right time for the right reasons. The position supports resident relations and community operations through resident communications, service-request follow-up, vendor coordination, leasing and application processes, resident engagement activities, online reputation oversight, and property-quality checks. The role also maintains knowledge of the community and local market, monitors operational systems and compliance, and supports prospects and current residents with tours and transfers when needed.

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.
Ability to communicate clearly and concisely verbally and in writing.
Knowledge of apartment management laws and regulations at federal, state, and local levels.
Critical-thinking and problem-solving skills.
Organization, task-management, and time-management skills.
Flexibility and adaptability when priorities or business needs change.
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.
Ability to talk and hear regularly; stand, walk, handle or feel objects, and reach with hands and arms frequently; and occasionally lift office products and supplies weighing up to 25 pounds.

Nice To Haves

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

Responsibilities

Provide leadership and guidance in the property manager’s absence, including direction and advice to the onsite team regarding administration and resident interactions.
Conduct pre-move-in unit inspections and perform move-in and move-out inspections using SightPlan.
Procure and prepare personalized move-in gifts and facilitate resident move-in orientations.
Maintain in-depth knowledge of community features, amenities, and operations.
Document and respond to resident questions and concerns through phone, online platforms, and CRM tasks; report and escalate concerns to onsite property management.
Handle roommate additions or 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 regarding package delivery, service requests, pest control, and make-ready processes.
Encourage and assist prospects with self-guided tours; conduct walk-in tours or assist residents considering transfers when a scheduled tour is unavailable.
Coordinate the setup and presentation readiness of mini-models and show units for tours.
Partner with onsite property management, maintenance, and corporate asset management on 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 in-depth knowledge of local markets and competitors.
Monitor, audit, and maintain the artificial intelligence tool knowledge base to ensure accuracy and support centralized support performance.
Perform other related duties as assigned to meet business needs.