Resident Relations Specialist

MMS Group•Fort Wayne, IN

3h•Onsite

About The Position

At GoldOller, "This is Home" isn't just our motto; it's the way we show up every day. On-site, your work is more than a job; it's the heart of our communities. It's leading with care, creating spaces where residents truly feel at home, and building relationships that last. We believe great teams thrive on support, creativity, and shared purpose, which is why we invest in your growth, celebrate innovation, and lift each other up. Ranked among the top in ORA Power Rankings and rated 4.6 on Glassdoor by our own employees, GoldOller is more than a workplace; it's a place where you belong, where your impact matters, and where your career can grow. Ready to make a difference every day? Apply today! ---------------------------------------- The Resident Relations position exists to build positive, lasting relationships between residents and the community by serving as the primary point of contact for resident retention, concerns, and experiences. This role ensures residents feel valued, supported, and heard by fostering open communication, delivering exceptional customer service, and resolving issues with empathy and efficiency. Through proactive engagement, the position contributes to resident satisfaction, retention, and the overall success of the community. Resident Relations Specialists’ primary responsibility is for the overall retention of our current and future residents through focus on proactively and diligently working renewal leases, while implementing engaging, affordable and creative monthly resident events. At times, it may be necessary for the Resident Relations Specialist to be cross‐trained to work in other areas of business operations, such as leasing, and be willing and able to take on those additional responsibilities.

Requirements

Outgoing, people-focused, compassionate personality.
Strong sales and customer service skills.
Knowledge of property management operations.
Proficient with Microsoft Office; experience with EliseAI and RealPage/OneSite/AIRM a plus.
Strong multitasking, organization, and communication abilities.
Understanding of Fair Housing requirements.
Ability to adapt quickly in a fast-paced environment.
Excellent conflict-resolution and relationship-building skills.

Responsibilities

Support the Community Manager to meet occupancy, rent, and revenue goals.
Maintain positive resident relations, assist with concerns, and support rent collection.
Prepare accurate reports and keep all software entries up to date.
Collect, post, and track all payments; follow up on delinquencies and issue notices.
Participate in court hearings when needed.
Communicate regularly with the Community Manager on community needs.
Enforce leases, Fair Housing laws, safety codes, and community policies.
Maintain a professional office environment, appearance, and attitude.
Ensure all signage is current and compliant.
Attend scheduled meetings and required training.
Lease and renew apartments using approved pricing and professional leasing practices.
Maintain an 80%+ average on employee shopping reports.
Complete lease/renewal paperwork accurately.
Help monitor social media and respond to reviews per company policy.
Address resident questions and concerns promptly with clear documentation.
Proactively manage renewals and maintain a 40%+ resident retention rate.
Communicate community information clearly through written and verbal notices.
Develop and promote monthly resident events within budget.
Respond to resident issues (service requests, noise complaints, etc.) quickly and independently.
Recommend eviction when necessary and prepare supporting documentation.
Refer residents to community resources for financial, legal, or personal assistance.
Ensure all community postings are professionally displayed—no taped signs.
Ensure service requests are logged, dispatched, and resolved promptly; communicate delays to residents.
Help maintain clean grounds, trash areas, and common spaces—no debris allowed.
Support daily community operations and help foster strong resident relations.
Train and motivate team members and reinforce company values.
Use all company equipment responsibly.
Complete required safety checklists and inspections.

Benefits

12 Paid Holidays
Up to 2 weeks Paid Time Off in the first year of service (grows with tenure)
A Celebrate YOU Day (To use at your leisure, for any special occasion)
Comprehensive Medical, Dental and Vision Plans (available after 60 days of employment)
Company Paid Health Reimbursement Account
Paid Maternity Leave
Company Paid Life Insurance
Company-Matched 401(k) Retirement Savings Plan
All-Inclusive Access to all GoldOller Property Amenities: Swimming pools, GO Chat facilities, Wellness Classes, and Fitness Centers
Company Paid Certifications and Licensing
And so much more!