Resident Experience Specialist

Tailwind Group, Inc.•Lubbock, TX

20h•$20 - $24•Onsite

About The Position

The Resident Experience Specialist provides an excellent resident experience and leads initiatives that contribute to a high renewal rate at The Holly, a garden-style student housing community in Lubbock, Texas, serving Texas Tech University students. The role focuses on resident experience and property reputation, handling resident concerns, building community, supporting the leasing team, and contributing to the property’s reputation and success. This is a full-time, fully in-office position with a standard Monday–Friday schedule from 8:30 a.m. to 5:00 p.m. Nights and weekends may be required from time to time based on business needs. The role also requires availability after hours for on-call emergencies when the main point of contact is unavailable, and extended hours during annual turnover, including nights and weekends. Compensation is $20.00–$24.00 per hour, with bonus potential.

Requirements

At least one year of experience in customer service, sales, or retail.
Understanding of property management standards, including Fair Housing laws, Tenant/Landlord rights, and general real estate principles.
Strong verbal communication skills and confidence handling resident questions and sensitive conversations.
Ability to resolve conflicts and de-escalate situations with 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 plan and execute events creatively and stay up to date on industry trends.
Pass a criminal background check.
Availability after hours to support on-call emergencies throughout the year if the main point of contact is unavailable.
Ability to work extended hours during annual turnover, including nights and weekends.
Consistent daily onsite presence in a fully in-office role.

Nice To Haves

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

Responsibilities

Demonstrate excellent customer service with residents, prospects, vendors, officials, and community members.
Oversee and execute renewal campaigns throughout the leasing season in partnership with the Leasing & Marketing Manager.
Manage the property’s online reputation by responding to reviews and resident feedback and encouraging positive sentiment across feedback platforms.
Use resident feedback and performance data to improve the resident experience.
Support roommate mediations and resolve conflicts in accordance with company policies and resident-service expectations.
Respond to resident questions, concerns, and complaints by phone, email, and in person.
Handle escalated concerns and guide Community Assistants on communication best practices.
Communicate with resident contacts regarding balances, notices, and lease-related matters.
Partner with the Leasing and Marketing Manager to plan and execute resident-focused events.
Maintain curb appeal and take pride in the community grounds, amenities, and common areas.
Assist with annual unit turnover and move-in and move-out procedures.
Support leasing and occupancy efforts by responding to inquiries, conducting tours, processing applications, collecting fees, and assisting with move-in procedures as assigned.
Communicate re-let policies, timelines, and fees to residents.
Coordinate and document re-let paperwork and assist with onboarding incoming residents.
Maintain a professional appearance and follow the company dress code.
Maintain thorough knowledge of the property, competition, and local market conditions.