Resident Experience Concierge

MAA; Palm Harbor (FL); On-site; USD 36,000 - 48,000; Full time

Job summary

MAA is seeking a Resident Experience Specialist at our Palm Harbor communities to deliver excellent customer service to residents and support the property management office. You will manage move-in and move-out experiences, conduct inspections, orient new residents, and coordinate service requests to promote satisfaction and retention.

The successful candidate will work with on-site teams to showcase community amenities, assist with tours, monitor responsiveness, and contribute to a positive

Qualifications

• 1-3 years of customer service and/or administrative support experience required.
• Bachelor’s degree and/or leasing experience preferred.
• Bilingual skills preferred.

Responsibilities

• Conducts pre-walk inspections of units prior to move-in using SightPlan.
• Facilitates move-in orientation and prepares personalized move-in gifts.
• Documents and responds to resident questions via phone, online platforms, and tasks within the CRM system; reports and escalates concerns to on-site management.
• Develops and maintains knowledge of community amenities and features.
• Handles roommate additions/releases during lease term; processes notices to vacate and provides move-out packets as needed.
• Monitors and follows up on service requests, including IT systems and gate access troubleshooting.
• Coordinates with vendors for package delivery, service requests, pest control, and make-ready processes.
• Encourages and supports tours; may conduct property tours for prospects when needed.
• Ensures set-up and presentation readiness of mini-models and show units for tours.
• Partners with on-site and corporate teams to ensure high standards in curb appeal and make-ready quality.
• Monitors lease authoring tool and systems for compliance and consistency.
• Processes all applications not handled by centralized processing.
• Leads resident engagement initiatives and manages the community calendar.
• Oversees the community’s online reputation, including Google reviews.
• Develops and maintains knowledge of local markets and competitors.
• Maintains AI tool knowledge base for accuracy and optimal performance of centralized support.

Skills

Customer service

Administrative support

Microsoft Office

Communication skills

Conflict resolution

Education

Bachelor’s degree or leasing experience preferred

Tools

SightPlan

Microsoft Office

CRM system

Job description

MAA is seeking a Resident Experience Specialist at our Palm Harbor communities to deliver excellent customer service to residents and support the property management office. You will manage move-in and move-out experiences, conduct inspections, orient new residents, and coordinate service requests to promote satisfaction and retention.

The successful candidate will work with on-site teams to showcase community amenities, assist with tours, monitor responsiveness, and contribute to a positive