Resident Experience Associate

CIG Communities; Cleveland (OH); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health Insurance

PTO and Holiday Pay

Job summary

Indian Hills Residences is seeking a proactive Resident Experience Associate to enhance resident satisfaction and property appearance across the community.

The role requires active daily movement through the property, strong customer service, and collaboration with management to resolve issues promptly.

Qualifications

• 2+ years of experience in customer service or resident relations.
• Strong interpersonal and communication skills for residents, coworkers, and vendors.
• Proactive and observant with ability to identify deficiencies and safety hazards.
• Solutions-oriented approach to resident concerns and service requests.
• Highly organized and detail-oriented with documenting and tracking follow-ups.

Responsibilities

• Serve as a highly visible, approachable contact for residents across the community.
• Proactively engage with residents to identify concerns and promote a positive living experience.
• Respond promptly to complaints and service needs and route to appropriate teams.
• Assist residents with navigating procedures, submitting service requests, and contacting management.
• Coordinate with maintenance and management to resolve concerns and provide updates.
• Document interactions and follow up to ensure issues are addressed.

Skills

Customer service

Interpersonal skills

Proactive & observant

Problem solving

Organized & detail-oriented

On-site mobility

Communication

PM software

Light upkeep

Tools

Property management software

Job description

Job Title: Resident Experience Associate

Location: [LOCATION]

Job Type: Full Time, On-site

Compensation And Benefits

• Base Pay: $20-$25/hr+ commensurate with experience
• Health Insurance
• PTO and Holiday Pay

Overview

Indian Hills Residences is seeking a proactive, personable, and detail-oriented Resident Experience Associate to support resident satisfaction, property appearance, and the overall day-to-day experience within our residential community. This highly visible, resident-facing position serves as a key connection between residents and property management, ensuring resident concerns are addressed, community standards are maintained, and property-related issues are identified and followed through to resolution.

The ideal candidate is approachable, observant, and solutions-oriented, with a strong commitment to customer service and maintaining a safe, clean, and welcoming living environment. This is an active, hands-on position that requires spending the majority of the workday throughout the community rather than stationed in an office.

About You

• 2+ years of experience in customer service, resident relations, hospitality, property management, or a related field (strongly preferred)
• Strong interpersonal and communication skills with the ability to interact professionally and effectively with residents, coworkers, and vendors
• Proactive and observant, with the ability to identify property deficiencies, cleanliness concerns, and potential safety hazards
• Strong problem-solving skills and a solution-oriented mindset when addressing resident complaints, concerns, and service requests
• Highly organized and detail-oriented, with the ability to document issues, track follow-ups, and manage multiple priorities
• Comfortable spending the majority of the workday walking the property, interacting with residents, and inspecting common areas
• Ability to handle challenging resident interactions with patience, professionalism, and discretion
• Dependable, responsive, and committed to following through on assigned tasks and identified concerns
• Ability to work independently while maintaining consistent communication with the property management team
• Basic computer proficiency and the ability to use property management software, email, and other reporting systems
• Willingness to assist with light property upkeep and community improvement efforts as needed

Key Responsibilities

Resident Relations and Customer Service

• Serve as a highly visible and approachable point of contact for residents throughout the community
• Proactively engage with residents to identify concerns, answer questions, and promote a positive living experience
• Respond professionally and promptly to resident complaints, questions, and service needs
• Assist residents in navigating property procedures, submitting service requests, and connecting with appropriate management personnel
• Help coordinate the resolution of resident concerns by communicating with the property management and maintenance teams
• Follow up with residents to confirm concerns have been addressed and provide updates on outstanding issues
• Maintain a professional, courteous, and service-oriented presence while fostering positive relationships throughout the community

Property Walkthroughs And Community Inspections

• Conduct multiple daily walkthroughs of the property, including grounds, building interiors, hallways, stairwells, elevators, entrances, and common areas
• Monitor the overall cleanliness, appearance, functionality, and condition of the community
• Identify and document property deficiencies, including trash accumulation, damaged fixtures, lighting issues, cleanliness concerns, and potential safety hazards
• Address minor deficiencies immediately when appropriate and within the scope of the position
• Report maintenance needs, property damage, vandalism, and other concerns to the appropriate team members
• Monitor high-traffic and shared spaces to ensure they remain clean, presentable, and accessible to residents
• Conduct follow-up walkthroughs to verify previously identified concerns have been addressed

Issue Reporting And Resolution Tracking

• Document property conditions, resident complaints, maintenance concerns, and safety issues using established reporting procedures
• Communicate identified deficiencies to the Property Manager, maintenance team, or appropriate personnel in a timely manner
• Track outstanding issues and follow up regularly to ensure timely resolution
• Escalate urgent safety concerns, unresolved complaints, or recurring property issues to management
• Maintain accurate records of resident interactions, property observations, and completed follow-up activities
• Provide management with regular updates regarding community conditions, resident concerns, and outstanding service needs

Community Appearance And Property Standards

• Support the overall cleanliness, organization, and presentation of the residential community
• Identify and address minor cleanliness concerns, including litter, misplaced items, and common-area clutter when appropriate
• Monitor trash disposal areas, entrances, hallways, and shared amenities for cleanliness and proper use
• Report landscaping, groundskeeping, janitorial, and other service deficiencies to the appropriate personnel
• Help reinforce community rules and standards through professional, respectful communication with residents
• Assist with maintaining welcoming, safe, and orderly common spaces for residents and visitors

Resident Engagement And Community Support

• Build positive relationships with residents through consistent daily interaction and accessibility
• Assist with communicating community announcements, upcoming events, policy reminders, and important property updates
• Encourage resident participation in community programs, activities, and initiatives
• Identify recurring resident concerns and communicate feedback to management to support improvements in resident satisfaction
• Help create a welcoming community atmosphere by demonstrating professionalism, responsiveness, and a genuine commitment to resident well-being

Safety Awareness And Incident Reporting

• Remain alert to potential safety hazards, suspicious activity, property damage, and other conditions that may impact residents
• Promptly report incidents, emergencies, or unsafe conditions to property management and appropriate personnel
• Document incidents and observations accurately in accordance with established property procedures
• Assist with communicating safety-related information and community procedures to residents as directed
• Follow all applicable property policies, safety protocols, and established reporting procedures

Team Support And Communication

• Maintain consistent communication with the Property Manager and other on-site team members regarding resident needs and property conditions
• Coordinate with maintenance, janitorial, groundskeeping, and third-party vendors to help facilitate timely resolution of identified issues
• Support property management initiatives focused on resident satisfaction, community appearance, and operational efficiency
• Attend team meetings and training sessions to remain informed of property expectations, procedures, and service standards
• Assist with additional resident-facing and community support responsibilities as assigned

Preferred Qualifications

• Previous experience in multifamily housing, property management, resident services, hospitality, or customer service
• Experience handling resident complaints, conflict resolution, and service coordination
• Familiarity with property management software and work order tracking systems
• Strong written communication and documentation skills
• Ability to perform frequent property walkthroughs, including walking, standing, and navigating stairs throughout the workday
• Valid driver's license, if required for assigned duties