Resident Experience Manager

Cardinal Group Career•Tallahassee, FL

About The Position

The Resident Experience Manager leads resident relations and community experience, including reputation management, complaint resolution, crisis support, insurance compliance, resident events, property inspections, resident communications, work order follow-up, and sentiment reporting. The role also supports leasing and occupancy through move-ins, inspections, unit transfers, renewal campaigns, move-in experience planning, and follow-up with future residents. Operational support includes managing Entrata dashboards and performance metrics and assisting with lease paperwork, renewals, and notices to vacate. The position co-manages social media efforts and monitors market conditions and competitor value. Responsibilities may also shift to address seasonal or emergency needs, including vacancy coverage, legal correspondence, annual turnover, Fair Housing matters, crisis management, and capital projects. The role includes hands-on assistance with turnover work, which may involve moving furniture and appliances, helping the facilities team with unit punch lists, organizing resident trash, and cleaning turnover units. The job is performed in an office environment with frequent exposure to outdoor conditions and requires routine local travel and occasional overnight travel.

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 meet the job's physical demands, including regular use of hands, talking or hearing, and frequent standing, walking, reaching, stooping, or squatting.

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 and collaborate with leadership and emergency services.
Oversee resident insurance compliance and follow-up.
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 help 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 flexible, sound judgment and cross-department collaboration as situations evolve.
Provide hands-on help with turnover tasks, including moving furniture and appliances, assisting facilities staff with punch lists, organizing resident trash, and cleaning turnover units.
Travel locally for training, client visits, or other work-related needs, and travel overnight for training, property visits, or special projects.