Resident Experience Specialist | MAA River Oaks

MAA•Duluth, GA

About The Position

The Resident Experience Specialist reports to the property manager 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, and facilitates transfers within MAA communities. The successful candidate is expected to embody MAA’s Core Values: appreciating the uniqueness of each individual; communicating openly and with integrity; embracing opportunities; and doing the right thing at the right time for the right reasons. The position also supports resident engagement, community outreach, online reputation, leasing and application processes, property presentation, and operational compliance. Duties may change at any time, and the employee may perform other related duties as assigned to meet business needs.

Requirements

1–3 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 the federal, state, and local levels.
Critical thinking and problem-solving skills.
Organization, task management, and time management skills.
Flexibility and adaptability when priorities or business needs change.
Ability to work independently with minimal supervision and collaboratively as part of a team.
Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Ability to maintain confidentiality and exercise appropriate discretion.

Nice To Haves

Customer retention experience is strongly preferred.
Bachelor’s degree and/or leasing experience is preferred.
Bilingual skills are preferred.

Responsibilities

Conduct pre-walk inspections before move-in and perform move-in and move-out inspections using SightPlan.
Procure and prepare personalized move-in gifts and facilitate move-in orientations for new residents.
Document and respond to resident questions and concerns through phone, online platforms, and the CRM system; report and escalate concerns to on-site property management.
Develop and maintain in-depth knowledge of the community, including its amenities and features.
Handle roommate additions or 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 for package delivery, service requests, pest control, and make-ready processes.
Encourage and assist prospects with self-guided tours as needed; conduct walk-in tours or assist residents considering transfers when a scheduled tour is unavailable.
Ensure mini-models and show units are set up and ready for property tours.
Partner with on-site property management, maintenance, and corporate asset management to maintain curb appeal, amenities, and make-ready quality through regular property walks.
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 on-site resident and community outreach activities.
Oversee the community’s online reputation, including Google reviews.
Develop and maintain in-depth 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.