Resident Experience Specialist - BTR

BH Management Services, LLC•Ruskin, FL

2d•Hybrid

About The Position

The Resident Experience Specialist – Build to Rent is responsible for leasing activities in accordance with company policies and Fair Housing guidelines, resolving resident issues in a timely manner, and providing prompt, professional service to internal and external customers. The role also handles office duties, supports events and leasing marketing campaigns, and assists with housing materials as needed. This is a hybrid position involving work at multiple sites and support for three to six communities simultaneously. Under the direction of the Community Manager – Build to Rent, the specialist supports the daily marketing, administrative, and financial operations of the property. The role requires representing the company professionally and courteously and demonstrating a strong commitment to customer service.

Requirements

High school diploma or GED.
Ability to travel a minimum of 60%.
Strong written and verbal communication skills.
Intermediate computer knowledge and office equipment skills.
Previous experience in a customer-facing or customer service role.
Strong understanding of Fair Housing guidelines, policies and procedures, and leasing documents.
Where required by law, hold a state leasing license or be able to obtain the required license(s) within the timeframe required by law.
Ability and means to travel locally and, when required, overnight in specific regions or states by automobile and airplane.

Responsibilities

Perform leasing activities in accordance with company policies and Fair Housing guidelines.
Resolve resident issues in a timely manner and provide prompt, professional service to internal and external customers.
Support events and leasing marketing campaigns and assist with housing materials as needed.
Support daily marketing, administrative, and financial operations under the direction of the Community Manager – Build to Rent.
Perform office duties, including answering phones and emails, handling written correspondence, managing incoming mail, and delivering notices when applicable.
Conduct sparkle touch-ups to keep homes in pristine condition and occasionally help pick up grounds as needed or directed.
Provide customer service to prospective tenants, current residents, and property staff using knowledge of the communities and their functions.
Stay informed about community and local-market competitor specials, floor plans, promotions, and leasing incentives.
Explain leasing homes and prepare related documents in accordance with company standards and Fair Housing guidelines.
Log prospect information and notifications accurately and promptly in the Property Management software.
Assist with lease application processing for approval or denial in coordination with the Centralized Screening Specialist (CSS), and prepare new lease contracts and move-in requirements.
Use industry-specific technology to communicate concerns promptly and review the daily exceptions report to clear move-in exceptions and adjust move-in dates as needed.
Use and promote third-party online leasing programs, including self-guided and virtual tours.
Assist with completing the Move Out Vacant Inspection Checklist (MOVIC) accurately and within company deadlines, if applicable.
Assist with daily community inspections to ensure community policies are followed and address issues when applicable.
Perform other duties as assigned.