Resident Services Coordinator

Marquette Management•Chicago, IL

10d•Onsite

About The Position

At Marquette Management, we believe the resident experience is everything. We are looking for a Resident Services Coordinator who will serve as the front-line owner of that experience, delivering responsive service, proactive communication, and thoughtful follow-through that builds trust, drives retention, and protects occupancy.

Requirements

Previous experience in customer service, hospitality, or property management preferred
Strong communication and interpersonal skills
Highly organized with the ability to manage multiple priorities and follow through on commitments
Ability to remain calm under pressure and handle difficult situations professionally
Proficiency in property management software/CRM systems is a plus

Responsibilities

Serve as the primary point of contact for resident inquiries (in-person, phone, email, portal).
Provide clear answers on policies, amenities, billing basics, maintenance process, and community procedures.
De-escalate concerns using calm, solution-oriented communication and document outcomes.
Ensure commitments made to residents are tracked and met (no dropped balls).
Maintain a hospitality mindset: greet, anticipate needs, and follow up after resolution when appropriate.
Track and manage upcoming expirations (30/60/90-day windows) with a structured outreach plan.
Coordinate delivery of renewal offers and clearly communicate deadlines, options, and next steps.
Proactively contact residents to understand concerns and identify save opportunities.
Partner with Property Manager/Regional on pricing questions, exceptions, or escalations.
Ensure renewal paperwork is complete, accurate, and submitted on time; confirm resident receipt and understanding.
Log inquiries/complaints and outcomes (CRM/property software) with clear, factual notes.
Route issues to maintenance, accounting, management, or vendors with complete context.
Monitor open items and follow up until resolution; communicate updates to the resident.
Escalate urgent, safety, legal, or reputational issues immediately to the Property Manager.
Support resident communication during outages, projects, inspections, and community disruptions.
Maintain a positive, professional tone in all written and verbal communication.
Ensure resident-facing materials (notices, emails, signage) are accurate and aligned to policy.
Support community events, resident touchpoints, and service recovery gestures as directed.
Reinforce community rules respectfully and consistently; address behavior concerns with professionalism.