Resident Experience Manager - Girard / Troy

AvalonBay Communities; Boston (MA); On-site; USD 69,000 - 84,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

Paid vacation & holidays

Exclusive housing discounts

Job summary

Vivmark Residential is seeking a Resident Experience Manager to deliver a positive resident experience by coordinating with maintenance and team members, ensuring responsive service across communities.

You will handle resident payments and inquiries, oversee lease-related processes, participate in inspections, and contribute to a high-touch customer service culture that supports growth across markets.

Qualifications

• Experience in residential or commercial property management, hospitality, or retail.
• Strong customer service and sales experience.
• High School diploma or equivalent.
• Valid Driver's License if operating a vehicle.
• Computer literacy and effective communication skills.
• Knowledge of federal and state apartment housing laws.
• Availability for a flexible schedule, including weekends.
• Smartphone use required for some roles.

Responsibilities

• Promptly return calls and emails to address resident needs and build loyalty.
• Coordinate with maintenance to meet resident needs and follow up on satisfaction.
• Serve as direct contact for payment and account inquiries.
• Maintain high visibility by engaging with residents in common areas.
• Assist with mass communications, explain lease provisions, and manage move-ins.
• Address survey feedback to resolve concerns and improve satisfaction.
• Manage and report resident insurance policy information.

Skills

Property management

Hospitality experience

Retail experience

Customer service

Sales experience

High School diploma

Driver's license

Computer literacy

Communication skills

Housing laws knowledge

Flexible schedule

Smartphone use

Education

High School diploma or equivalent

Job description

Vivmark Residential exists to set the mark for what home can be. Formed through the merger of AvalonBay Communities and Equity Residential, Vivmark brings together two industry leaders with a shared commitment to excellence, innovation, and delivering exceptional living experiences. Our vision is to be the most trusted and best-performing rental housing company in America - one that continues to get better as it grows. And we're looking for people who want to help us do it.
As an owner, developer, and manager of more than 180,000 apartment homes in major markets across the US, we have the scale to offer something most companies can’t. At Vivmark, team members move up and across functions, markets, and disciplines, building lasting careers. We invest in team members' growth, development, and capabilities that make them and us better, and we hold ourselves to the highest standard as an employer.

The best people want to work here. We hope you're one of them.

We Offer: A competitive benefits package that supports your health, financial well-being, and work-life balance, including medical, dental, and vision coverage, a 401(k) with company match, paid vacation and company holidays, and exclusive team member housing discounts.

What You'll Be Doing

As a Resident Experience Manager, you will spend most of your week communicating with residents and collaborating with your team to deliver a positive experience. Other diverse responsibilities you will work on during the week include accounting tasks, property oversight in the absence of the General Manager, management of resident insurance policies, and conducting community inspections.

• Promptly returning calls and emails, proactively reaching out to address resident needs, ensuring exceptional satisfaction, and fostering loyalty
• Communicating effectively with maintenance staff to meet resident needs and conducting follow-ups to ensure ongoing satisfaction
• Serving as a direct contact for addressing payment and account inquiries, enhancing the resident experience
• Maintaining high visibility by actively interacting with residents in common and amenity areas
• Collaborating on mass resident communications, explaining lease provisions, and ensuring a seamless move-in experience
• Responding to inquiries and addressing survey feedback to resolve concerns and enhance resident satisfaction
• Managing and reporting resident insurance policy information to ensure compliance with lease agreements

What You'll Need To Thrive

• Residential or commercial property management, hospitality, or retail experience
• Customer service and sales experience
• High School diploma or equivalent
• Valid Driver's License required if team member will operate a motorized vehicle (e.g., car, golf cart) in their role. This varies by location.
• Computer literacy and effective communication skills
• Knowledge of federal and state apartment housing laws
• Availability to work a flexible schedule, including weekends
• Office team members, with limited exceptions, are required to use their own Smartphone to perform certain aspects of their job

Salary: $68,554 - $83,788 per year

• Team members are eligible for performance bonuses

Bonus Qualifications

• Managerial Experience
• College degree or coursework