Resident Experience Specialist - BTR

BH Management Services, LLC•Myrtle Beach, SC

2d•Hybrid

About The Position

The Resident Experience Specialist – Build to Rent handles leasing activities in accordance with company policies and Fair Housing guidelines, resolves resident issues, provides prompt and professional service to internal and external customers, and assists with office duties, events, leasing campaigns, and housing materials. This hybrid role works across multiple sites and assists with operating three to six communities simultaneously. The specialist supports daily marketing, administrative, and financial operations under the direction of the Community Manager – Build to Rent. The role combines customer service and leasing work with property administration, home touch-ups, inspections, and communication using industry-specific technology. Travel of at least 60% is required, with local and potentially overnight travel by automobile or airplane.

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, possess 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, as needed, overnight in specified regions or states by automobile and airplane.
Ability to meet the physical requirements, including continual movement, exposure to all weather conditions, and lifting at least 20 pounds.

Responsibilities

Support daily marketing, administrative, and financial operations of the property under the direction of the Community Manager – Build to Rent.
Perform general office administration, 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 assist with picking up grounds as directed.
Provide effective customer service to prospective tenants, current residents, and property staff, using in-depth knowledge of the communities and their functions.
Maintain knowledge of communities, local competitors’ specials and floor plans, leasing documents, and current leasing incentives.
Log prospect information and notifications accurately and promptly in property management software.
Assist with lease application approval or denial with the Centralized Screening Specialist and prepare lease contracts and move-in requirements.
Use industry-specific technology to communicate concerns promptly and review the daily exceptions report, clearing move-in exceptions and adjusting move-in dates as needed.
Use and promote third-party online leasing programs, including self-guided and virtual tours.
Assist with completing Move Out Vacant Inspection Checklists accurately and by the required deadline, if applicable.
Assist with daily community inspections and address policy issues when applicable.
Assist with event and leasing marketing campaigns and provide housing materials as needed.
Perform other duties as assigned.