Resident Experience Manager | MAA Brandon

MAA•Brandon, FL

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 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. The position also supports community operations through resident engagement, application processing, online reputation management, vendor coordination, property walks, and monitoring operational systems and tools. Duties may change to meet business needs.

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 to changes in priorities or business needs.
Ability to work independently with minimal supervision and collaboratively as part of a team.
Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
Ability to maintain confidentiality and exercise appropriate discretion.

Nice To Haves

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

Responsibilities

Provide leadership and guidance when the property manager is absent, and advise the onsite team on administration and resident interactions.
Conduct pre-move-in unit inspections and 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 via phone, online platforms, and CRM tasks; 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.
Encourage and support prospects using 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 through regular property walks to maintain standards for curb appeal, amenities, and make-ready quality.
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 for accuracy and effective centralized support.
Perform other related duties as assigned to meet business needs.