Resident Experience Specialist

Tailwind Group•Bloomington, IN

1d•Onsite

About The Position

Tailwind Group is a top twenty owner and manager of off-campus student housing. The Resident Experience Specialist is responsible for providing an excellent resident experience and leading initiatives that contribute to a high renewal rate at the property. This individual will focus on resident experience and property reputation, handle resident concerns, and build community at the property. A successful Resident Experience Specialist will build strong relationships with residents, support the leasing team, and understand that this role is critical to the reputation and success of the property. The Quarters Bloomington is a high-rise style student housing community in Bloomington, Indiana, designed to serve students attending Indiana University – Bloomington. The 178 unit, 477 bed community offers 1, 2, 3, and 4-bedroom units with amenities that include a fitness center, swimming pool, tanning bed, and much more. The Quarters provides team members with opportunities to develop and grow their careers while delivering an unmatched living experience for our residents.

Requirements

One or more years of experience working in the customer service, sales, or retail industry.
Possess an understanding of property management standards including Fair Housing laws, Tenant/Landlord rights, and general real estate principles.
Exhibit strong verbal communication skills with the ability to confidently handle resident questions and sensitive conversations.
Ability to resolve conflict and de-escalate situations while providing solution-focused responses.
Ability to explain policies, lease terms, and procedures clearly while maintaining a positive resident experience.
Ability to implement innovative solutions and continuously improve processes.
Ability to creatively plan and execute events while staying up to date on industry trends.
Pass a criminal background check.
Availability after hours to support on call emergencies throughout the year (if main point of contact is unavailable).
Ability to work extended hours during the annual turnover period, including nights and weekends.
This role is based fully in-office and requires consistent, daily onsite presence.

Nice To Haves

Associate degree or higher in business or a related field is preferred.
Prior experience in student housing is strongly preferred.
Experience with Entrata software or a similar system is preferred.

Responsibilities

Demonstrate excellent customer service with residents, prospects, vendors, officials, and community members; prioritizing others and fighting for their highest possible good.
Oversee and execute renewal campaigns throughout the leasing season, in partnership with the Leasing & Marketing Manager.
Continually build and maintain a strong property reputation by actively managing online reviews, responding to resident feedback, and driving positive sentiment across resident feedback platforms.
Utilize resident feedback and performance data to create a best-in-industry resident experience at the property.
Support roommate mediations and work to provide conflict resolutions in line with company policies, while focusing on resident service.
Address and respond to resident questions, concerns, and complaints via phone, email, and/or in-person.
Handle escalated concerns and provide leadership and guidance to Community Assistants on communication best practices.
Maintain consistent communication with all necessary resident contacts regarding balances, notices, and lease-related matters.
Partner with the Leasing and Marketing Manager to plan and execute resident-focused events, building community and property culture.
Maintain exceptional curb appeal and take pride in the community grounds, amenities, and common areas.
Assist with annual unit turnover and help execute move-in/move-out procedures.
Assist with leasing and occupancy efforts by responding to inquiries, conducting tours, processing applications, collecting fees, and supporting move-in procedures as assigned.
Support re-let operations by clearly communicating re-let policies, timelines, and fees to residents.
Coordinate and document required paperwork for re-lets and assist with the onboarding of incoming residents.
Maintain a professional appearance and adhere to the company dress code at all times.
Maintain thorough product knowledge of the property, competition, and local market conditions.