Resident Experience Specialist | MAA Western Oaks

MAA•Austin, TX

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 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 role also supports resident engagement, community outreach, online reputation, operational consistency, and the presentation and quality of the property.

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 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 orientations for new residents.
Document and respond to resident questions and concerns by phone, online platforms, and tasks in the CRM system; report and escalate concerns to on-site property management.
Develop and maintain in-depth knowledge of community features, amenities, and operations.
Handle roommate additions and releases during lease terms.
Process resident 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 on package delivery, service requests, pest control, and make-ready processes.
Encourage and 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 property tours.
Partner with 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 knowledge of local markets and competitors.
Monitor, audit, and maintain the community’s artificial intelligence tool knowledge base for accuracy and effective centralized support.
Perform other related duties as assigned to meet business needs.