Resident Experience Specialist - BTR

BH Management Services, LLC•Whitsett, NC

8d•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, assists with event and leasing marketing campaigns, and provides assistance with housing materials as needed. This is a hybrid position covering multiple sites and assisting with the operation of three to six communities simultaneously. The specialist supports daily marketing, administrative, and financial operations under the direction of the Community Manager – Build to Rent, and represents the company professionally and courteously while meeting the service needs of residents, prospects, staff, and other customers.

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, must have 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 and across specific regions or states by automobile and airplane.
Ability to meet the physical requirements of the job, including continual movement, operating a motor vehicle onsite if applicable, 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 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 assist with picking up grounds as directed.
Provide customer service to prospective tenants, current residents, and property staff, using knowledge of the communities and their operations.
Maintain knowledge of the communities, local competitors’ specials and floor plans, leasing practices, company standards, Fair Housing guidelines, and current leasing incentives.
Log prospect information and notifications accurately and promptly in the Property Management software.
Assist with the lease application process 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; review the daily exceptions report and ensure move-in exceptions are cleared and move-in dates adjusted 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 by the company deadline, if applicable.
Assist with daily community inspections and address policy issues, if applicable.
Assist with event and leasing marketing campaigns and provide housing-material assistance as needed.
Perform other duties as assigned.