Resident Relations Specialist

RedPeak•Littleton, CO

5d•Onsite

About The Position

The Resident Services Specialist is the primary on-site resource for residents after move-in, taking ownership of resident communications, concerns, and service coordination through resolution. The role works across Leasing, Maintenance, and Property Management to address issues early, improve resident satisfaction and retention, and maintain consistent community standards. The Specialist also provides operational and leasing coverage as needed and recognizes when an issue requires management involvement. The position is based at 8801 W Belleview Ave, Littleton, Colorado, and is scheduled Monday through Friday, 9:00 a.m. to 6:00 p.m. Compensation is hourly, $24–$27, plus bonus; the full compensation package depends on experience and certifications.

Requirements

At least 2 years of experience in property management, customer service, hospitality, or a related resident- or customer-facing field.
Working knowledge of the leasing process, including tours, applications, and lease terms, and ability to perform leasing functions as needed.
Demonstrated ability to de-escalate conflict and manage difficult conversations professionally.
Strong problem-solving skills and sound judgment, including the ability to determine which issues can be resolved independently and which require management involvement.
Ability to step into manager-level duties when needed.
Ability to balance resident service with company policies, lease requirements, and operational realities.
Proficiency with property management systems and general business technology.
Ability to manage multiple priorities in a fast-paced environment.
Strong interpersonal, verbal, and written communication skills; comfort with high call volume.
Collaborative approach and ability to build strong working relationships with onsite functions and the centralized resident services team.
Adaptability in a fast-changing environment where priorities, processes, and systems may shift.
Ability to work for extended periods in office and active work environments, including prolonged computer use and standing.
Ability to travel to assigned properties, if applicable.
Reliable transportation and a valid driver’s license.

Responsibilities

Serve as the main point of contact for residents’ questions, concerns, and feedback after move-in, responding promptly and professionally by phone, email, text, and in person.
Build resident relationships through proactive communication, follow-up, regular check-ins, move-in check-ins at one week and 30 days, and pre-renewal outreach.
Take ownership of resident complaints and concerns, investigate them, coordinate with relevant teams, work toward constructive resolutions, and follow through until resolved.
Document resident interactions, actions, resolutions, and follow-ups in the property management system.
Escalate matters involving legal, safety, Fair Housing, significant financial exposure, or policy exceptions, and provide management with a clear summary of the issue and actions taken.
Identify and implement ways to improve the resident experience, including events, amenities programming, and service improvements.
Gather and analyze resident feedback from surveys, reviews, and conversations; monitor satisfaction trends, flag recurring issues to the Multi-Site Manager, and recommend improvements.
Support move-out and transfer processes through hand-offs to the Centralized Service team, and support renewals by addressing resident concerns and maintaining engagement.
Respond professionally to online review response requests.
Help provide welcoming move-in experiences, including resident orientation and early follow-up.
Provide leasing professionals with support on resident communication, lease-related questions, and issue resolution; provide leasing coverage by conducting tours, responding to inquiries, assisting with applications, and answering lease-related questions.
Coordinate communication among Leasing, Maintenance, centralized services, and Property Management to support consistent resident experiences.
Partner with Maintenance to communicate resident priorities, prioritize and monitor resident-impacting work orders, and participate in daily team huddles.
Support the Multi-Site Manager with community initiatives, policy rollouts, and reporting; provide backup when the Property Manager is out and handle resident escalations within established authority and escalation guidelines.
Conduct community and building walks; monitor resident-facing spaces, amenities, and common areas for cleanliness, readiness, functionality, and compliance with RedPeak standards; coordinate follow-up on identified issues.
Keep refreshments stocked at community or building coffee bars and/or cyber café.
Conduct periodic visits to competitive communities to identify ideas, service practices, and opportunities to improve the resident experience.
Support compliance and property operational audits.
Perform other duties as assigned.