Resident Experience Specialist

Tailwind Group•Lubbock, TX

2d•Onsite

About The Position

The Resident Experience Specialist provides an excellent resident experience and leads initiatives that contribute to a high renewal rate at The Holly, a student housing community in Lubbock, Texas. The role focuses on resident experience and property reputation, responding to resident concerns, and building community. The specialist builds relationships with residents, supports the leasing team, and contributes to the property’s reputation and success. This is a full-time, fully in-office position with a standard schedule of Monday through Friday, 8:30 a.m. to 5:00 p.m. Nights and weekends may be required occasionally according to business needs, including extended hours during annual turnover. The position also requires availability after hours to support on-call emergencies when the main point of contact is unavailable. Compensation is $20.00–$24.00 per hour, plus bonus potential.

Requirements

At least one year of experience in customer service, sales, or retail.
Understanding of property management standards, including Fair Housing laws, tenant/landlord rights, and general real estate principles.
Strong verbal communication skills and the ability to handle resident questions and sensitive conversations confidently.
Ability to resolve conflict and de-escalate situations with solution-focused responses.
Ability to clearly explain policies, lease terms, and procedures while maintaining a positive resident experience.
Ability to implement innovative solutions and continuously improve processes.
Ability to plan and execute events creatively and stay current on industry trends.
Pass a criminal background check.
Availability after hours to support on-call emergencies throughout the year when the main point of contact is unavailable.
Ability to work extended hours during annual turnover, including nights and weekends.
Ability to work fully in-office with consistent daily onsite presence.

Nice To Haves

Associate degree or higher in business or a related field is preferred.
Prior student housing experience is strongly preferred.
Experience with Entrata software or a similar system is preferred.

Responsibilities

Demonstrate excellent customer service with residents, prospects, vendors, officials, and community members.
Oversee and execute renewal campaigns throughout the leasing season in partnership with the Leasing & Marketing Manager.
Manage online reviews, respond to resident feedback, and promote positive sentiment across resident feedback platforms.
Use resident feedback and performance data to improve the resident experience.
Support roommate mediations and resolve conflicts in accordance with company policies while focusing on resident service.
Respond to resident questions, concerns, and complaints by phone, email, and in person.
Handle escalated concerns and guide Community Assistants on communication best practices.
Communicate with resident contacts about balances, notices, and lease-related matters.
Partner with the Leasing and Marketing Manager to plan and execute resident-focused events.
Maintain curb appeal and take pride in the community grounds, amenities, and common areas.
Assist with annual unit turnover and move-in and move-out procedures.
Support leasing and occupancy efforts by responding to inquiries, conducting tours, processing applications, collecting fees, and assisting with move-ins as assigned.
Explain re-let policies, timelines, and fees to residents.
Coordinate and document re-let paperwork and assist with onboarding incoming residents.
Maintain a professional appearance and follow the company dress code.
Maintain knowledge of the property, competitors, and local market conditions.