Resident Experience Specialist | MAA Hyde Park

MAA•Tampa, FL

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 orientations, coordinates service requests, and facilitates transfers within MAA communities. The successful candidate is expected to 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. The position also supports prospect tours and applications, maintains community presentation and operational consistency, coordinates with vendors and property teams, leads resident engagement and outreach, oversees the community’s online reputation, and maintains local market and competitor knowledge. The role operates in a professional office environment, with occasional exposure to outside weather conditions.

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 federal, state, and local levels.
Critical-thinking and problem-solving skills.
Organization, task-management, and time-management skills.
Flexibility and adaptability to changes in 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 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-ins and perform move-in and move-out inspections using SightPlan.
Procure and prepare personalized move-in gifts and facilitate resident 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.
Develop and maintain in-depth knowledge of community features, amenities, and local markets and competitors.
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 troubleshooting IT systems and gate access.
Coordinate with vendors for package delivery, service requests, pest control, and make-ready processes.
Support prospects with self-guided tours and, when scheduled tours are unavailable, conduct walk-in tours or assist residents considering transfers within MAA communities.
Ensure mini-models and show units are ready and presentable for tours.
Partner with on-site property management, maintenance, and corporate asset management to uphold standards for 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.
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.