Resident Support Specialist

Arboreal Management•Hilton Head Island, SC

4d•Remote

About The Position

The Resident Support Specialist (RSS) serves as the remote operational counterpart to onsite Property Managers by providing proactive administrative, resident communication, and portfolio support across multiple communities. The RSS focuses on resident retention, portfolio health, operational follow-up, and process execution by managing resident communication, lease renewals, delinquency outreach, move-in coordination, maintenance follow-up, documentation, and administrative tasks. This role works closely with Property Managers (PMs), Leasing Support Specialists (LSS), Resident Care Specialists (RCS), Regional Managers (RM), and Maintenance teams to ensure a seamless resident experience while maintaining operational efficiency.

Requirements

Strong customer service skills
Excellent verbal and written communication
Strong organizational skills
Time management
Problem-solving
Attention to detail
Ability to multitask
Ability to prioritize workload
Team collaboration

Nice To Haves

Property Management experience
Resident Services
Customer Service
AppFolio experience preferred
Fair Housing knowledge
Maintenance coordination experience is a plus

Responsibilities

Respond to resident inquiries through phone, email, text, and AppFolio.
Provide timely updates regarding maintenance requests, renewals, move-ins, and account questions.
Follow up with residents until concerns are resolved.
Document all resident interactions in AppFolio.
Serve as the dedicated operational support for assigned portfolios.
Assist Property Managers with administrative responsibilities.
Monitor daily portfolio tasks and ensure timely completion.
Coordinate with onsite teams to resolve resident concerns.
Monitor upcoming move-ins.
Review resident ledgers before move-in.
Verify lease completion and required documentation.
Ensure move-in instructions are complete.
Coordinate with PMs and Leasing teams regarding unit readiness.
Follow up on missing keys, lockbox access, inspections, and move-in issues.
Track upcoming lease expirations.
Conduct renewal outreach.
Update renewal trackers.
Document resident intentions.
Follow up on unsigned renewal agreements.
Coordinate with Property Managers regarding renewal decisions.
Review delinquency reports.
Conduct resident outreach using approved communication templates.
Track payment promises.
Update delinquency notes.
Escalate accounts requiring PM review.
Monitor assigned work orders.
Follow up on aging work orders.
Provide residents with maintenance status updates.
Verify completion with residents when requested.
Escalate delayed or unresolved work orders.
Coordinate with Property Managers and Maintenance teams.
Maintain accurate AppFolio notes.
Update resident records.
Maintain communication history.
Track follow-up activities.
Document escalations.
Support initiatives that improve resident satisfaction by maintaining proactive communication, following up after maintenance, supporting lease renewals, assisting with resident concerns, coordinating move-ins, and ensuring timely follow-up.
Provide administrative support including AppFolio updates, CRM management, inbox management, executive operational projects, reporting, portfolio audits, process documentation, and special projects assigned by Operations Leadership.