Resident Support Coordinator

Arboreal Management•Hilton Head Island, SC

2d•Hybrid

About The Position

The Resident Support Coordinator (RSC) serves as a first point of contact for residents, prospective renters, and short-term rental guests. This hybrid role delivers a professional, responsive, and positive customer experience across phone, email, text, and other communication channels. The RSC manages incoming resident support requests, answers leasing calls and general availability questions, and assists short-term rental guests with property, reservation, booking, and stay-related inquiries. The coordinator resolves routine questions whenever possible, documents every interaction accurately, and routes matters requiring specialized support to the appropriate team for timely resolution. This is an entry-level position with a defined career path. Training will be provided on company systems, workflows, leasing support, resident support, and short-term rental guest service. As team members gain experience and demonstrate strong performance, they may receive additional cross-training and opportunities to advance into Resident Support Specialist, Leasing Specialist, or other operations roles.

Requirements

Previous customer service, hospitality, sales, leasing, property management, short-term rental, or call center experience is preferred but not required
Available to work a flexible 40-hour schedule, including weekends as part of a rotating schedule
Excellent written and verbal English communication skills
Strong organizational skills and excellent attention to detail
Professional, collaborative, and customer-focused attitude
Ability to manage multiple conversations and priorities in a fast-paced environment
Ability to work independently while following established processes and escalation procedures
High level of integrity, professionalism, reliability, and accountability
Comfortable learning new software, CRM, ticketing, leasing, and booking platforms
Basic computer proficiency and a stable remote-work setup

Responsibilities

Answer and manage incoming resident, leasing, and short-term rental guest calls using Maynard Voice
Respond to resident, prospect, and guest emails, text messages, and other communications in a timely and professional manner
Resolve routine inquiries whenever possible and escalate complex, urgent, or account-specific concerns appropriately
Assist residents with routine questions regarding their homes, accounts, community information, and property procedures
Receive, document, and route maintenance requests, ensuring urgent concerns are escalated according to protocol
Provide clear updates, confirm next steps, and support timely follow-up between residents and internal teams
Answer incoming leasing calls and respond to prospective renter inquiries
Provide approved information about property availability, unit features, rental criteria, application steps, tours, and move-in processes
Capture accurate prospect information, document lead activity, and route qualified or property-specific inquiries to the appropriate Leasing Specialist or Property Manager
Support tour scheduling and leasing follow-up when assigned, using approved scripts, information, and workflows
Respond to short-term rental guest inquiries before, during, and after a stay through approved communication channels
Assist with availability, property information, booking questions, reservation details, check-in and check-out guidance, and general stay-related concerns
Provide approved information and escalate pricing exceptions, reservation changes, refunds, safety concerns, maintenance emergencies, and other matters requiring authorization
Document guest interactions clearly and coordinate with short-term rental operations, housekeeping, maintenance, and property teams for prompt resolution
Create and manage support tickets in Tiktik and document all interactions accurately in Maynard CRM
Route requests to the appropriate Property Manager, Leasing Specialist, Resident Support Specialist, Maintenance team, short-term rental operations team, or other internal department
Follow established workflows, response standards, and service expectations to provide a consistent customer experience
Work closely with US-based and remote team members in a collaborative environment