Resident Experience Specialist | MAA Sam Ridley

MAA•Smyrna, TN

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 and reinforce MAA’s Core Values: appreciating each individual’s uniqueness; communicating openly and with integrity; embracing opportunities; and doing the right thing at the right time for the right reasons.

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.
Clear, concise verbal and written communication skills.
Knowledge of apartment management laws and regulations at the federal, state, and local levels.
Critical-thinking and problem-solving skills.
Organization, task, and time-management skills.
Flexibility and adaptability to changing priorities or business needs.
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 appropriate discretion.

Nice To Haves

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

Responsibilities

Conduct pre-walk inspections before move-ins and perform move-in and move-out inspections using SightPlan.
Procure and prepare personalized move-in gifts and facilitate move-in orientations.
Document and respond to resident questions and concerns through phone, online platforms, and CRM tasks; report and escalate concerns to on-site property management.
Maintain in-depth knowledge of community features, amenities, and operations.
Handle roommate additions and releases during lease terms; process notices to vacate and provide move-out packets as needed.
Monitor and follow up on service requests, including IT system and gate access troubleshooting.
Coordinate with vendors for package delivery, service requests, pest control, and make-ready processes.
Support prospects with self-guided tours; 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 tours.
Partner with property management, maintenance, and corporate asset management on 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.
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.