Resident Relations Specialist

RedPeak•Littleton, CO

5d•$24 - $27•Onsite

About The Position

The Resident Relations Specialist is the primary on-site resource for residents after move-in, taking ownership of communication, concerns, and service coordination through resolution. The role works across Leasing, Maintenance, and Property Management to resolve issues early, improve resident satisfaction and retention, and maintain consistent community standards. The Specialist also provides operational coverage and support as needed and determines when issues require management involvement. The position is hourly and is scheduled Monday through Friday, 9:00 a.m. to 6:00 p.m. The listed pay range is $24–$27 per hour, plus bonus. The listed location is 8801 W Belleview Ave, Littleton, CO 80123. Full compensation packages are based on candidate 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 resolve matters independently or determine when manager involvement is needed.
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, and comfort handling high call volume.
Collaborative approach and ability to build strong working relationships with onsite and centralized resident services teams.
Adaptability and comfort working 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 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 and follow-up, including one-week and 30-day move-in check-ins and pre-renewal outreach.
Take initial ownership of resident issues and complaints, investigate concerns, coordinate with relevant teams, de-escalate difficult situations, and follow through until resolution.
Document resident interactions, actions, resolutions, and follow-ups in the property management system.
Escalate issues involving legal or safety concerns, Fair Housing, significant financial exposure, policy exceptions, or matters outside established authority, providing management with a clear summary of actions taken.
Identify ways to improve the resident experience, including events, amenities programming, and service improvements; gather and analyze feedback and recommend improvements.
Monitor resident satisfaction trends and recurring issues, flag them to the Multi-Site Manager, and recommend improvements based on customer sentiment.
Support move-outs and transfers through hand-offs to the Centralized Service team, and support renewals by addressing concerns and maintaining resident engagement.
Respond professionally to online review response requests and help create welcoming move-in experiences, including resident orientation and early follow-up.
Provide leasing support as needed, including conducting tours, responding to inquiries, assisting with applications, and answering lease-related questions.
Serve as a communication bridge among Leasing, Maintenance, centralized services, and Property Management; partner with Maintenance to communicate resident priorities and monitor resident-impacting work orders.
Participate in daily team huddles and support the Multi-Site Manager with community initiatives, policy rollouts, and reporting; provide backup when the Property Manager is absent and handle escalations within established authority.
Conduct regular community and building walks; monitor resident-facing spaces, amenities, and common areas for cleanliness, readiness, and functionality, and coordinate follow-up on issues.
Keep refreshments stocked at community or building coffee bars and/or cyber café.
Conduct periodic visits to competitive communities to identify ideas and service practices that could enhance the resident experience.
Support compliance and property operational audits.
Perform other duties as assigned.