Resident Experience & Maintenance Manager

Greystar; Washington; On-site; USD 74,501,000 - 80,231,000; Full time

Benefits offered by this job

Medical benefits

Paid time off

Housing discount

Sabbatical after 10 years

401(k) match

Parental leave

Job summary

Greystar in Washington is seeking a resident services specialist to manage customer support for residents, handle service requests, and coordinate with maintenance teams to resolve issues and improve retention.

The role emphasizes timely communication, knowledge of apartment systems, and educating residents on features, with a focus on follow-up within 24 hours and proactive outreach to ensure satisfaction.

Qualifications

• Achieves the community’s resident satisfaction and retention goals by providing exceptional customer service and ensuring maintenance-related concerns are addressed promptly, professionally.
• Serves as the primary point of contact for resident communication regarding service requests, providing timely updates throughout the repair process and ensuring residents understand the scope of work being completed.
• Completes follow-up calls, emails, or other resident outreach on all service requests within 24 hours of completion to ensure resident satisfaction and identify any outstanding concerns.
• Maintains a thorough understanding of apartment home systems, appliances, and common maintenance repairs to effectively communicate maintenance diagnoses, repair timelines, and completed work as explained by the maintenance team.
• Educates residents on the proper use and care of apartment home features and equipment, including but not limited to thermostats, appliances, smart home technology, plumbing fixtures, and other community-specific amenities.
• Partners closely with the Maintenance and Community Management teams to communicate repair updates, schedule service appointments, and proactively address resident concerns.
• Assists residents in troubleshooting minor operational questions related to apartment home features and coordinates maintenance support when necessary.
• Develops, produces, and coordinates resident communications related to maintenance projects, planned outages, preventative maintenance programs, and emergency situations.
• Coordinates resident communication and vendor scheduling during emergency maintenance situations, planned maintenance projects, and community-wide repairs to ensure residents receive timely and accurate information.
• Monitors and responds to resident emails, phone calls, and work order inquiries throughout the day, ensuring all communication is handled promptly and professionally.
• Reviews resident feedback and service request trends to identify opportunities to improve the resident experience and maintenance operations.
• Prepares Community Access keys, fobs, and other move-in materials as needed and assists with resident orientation regarding apartment home features and community systems.
• Maintains accurate records of resident communications, service request follow-up, and maintenance-related concerns within the property’s management systems.
• Supports the Community Management team with additional resident services and operational responsibilities as assigned.

Responsibilities

• Achieves the community’s resident satisfaction and retention goals by providing exceptional customer service and ensuring maintenance-related concerns are addressed promptly, professionally.
• Serves as the primary point of contact for resident communication regarding service requests, providing timely updates throughout the repair process and ensuring residents understand the scope of work being completed.
• Completes follow-up calls, emails, or other resident outreach on all service requests within 24 hours of completion to ensure resident satisfaction and identify any outstanding concerns.
• Maintains a thorough understanding of apartment home systems, appliances, and common maintenance repairs to effectively communicate maintenance diagnoses, repair timelines, and completed work as explained by the maintenance team.
• Educates residents on the proper use and care of apartment home features and equipment, including thermostats, appliances, smart home technology, plumbing fixtures, and other community-specific amenities.
• Partners closely with the Maintenance and Community Management teams to communicate repair updates, schedule service appointments, and proactively address resident concerns.
• Assists residents in troubleshooting minor operational questions related to apartment home features and coordinates maintenance support when necessary.
• Develops, produces, and coordinates resident communications related to maintenance projects, planned outages, preventative maintenance programs, and emergency situations.
• Coordinates resident communication and vendor scheduling during emergency maintenance situations, planned maintenance projects, and community-wide repairs to ensure residents receive timely and accurate information.
• Monitors and responds to resident emails, phone calls, and work order inquiries throughout the day, ensuring all communication is handled promptly and professionally.
• Reviews resident feedback and service request trends to identify opportunities to improve the resident experience and maintenance operations.
• Prepares Community Access keys, fobs, and other move-in materials as needed and assists with resident orientation regarding apartment home features and community systems.
• Maintains accurate records of resident communications, service request follow-up, and maintenance-related concerns within the property’s management systems.
• Supports the Community Management team with additional resident services and operational responsibilities as assigned.

Skills

Customer service

Communication

Troubleshooting

Organization

Resident relations

Job description

Greystar in Washington is seeking a resident services specialist to manage customer support for residents, handle service requests, and coordinate with maintenance teams to resolve issues and improve retention.

The role emphasizes timely communication, knowledge of apartment systems, and educating residents on features, with a focus on follow-up within 24 hours and proactive outreach to ensure satisfaction.