Resident Experience Specialist | MAA Emerald Coast

MAA; Panama City Beach (FL); On-site; USD 32,000 - 45,000; Full time

Job summary

MAA is seeking a Resident Experience Specialist to join our property management team in Florida. The role emphasizes delivering outstanding customer service to residents, coordinating move-in/move-out activities, handling service requests, and supporting on-site operations to maintain high resident satisfaction.

Responsibilities include conducting inspections, guiding tours for prospects, collaborating with on-site staff and vendors, and managing communications through the CRM system.

Qualifications

• 1–3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience.
• Bachelor’s degree and/or leasing experience preferred.
• Bilingual skills preferred.

Responsibilities

• Conducts move-in and move-out processes and inspections.
• Provides exceptional customer service to residents to promote satisfaction and retention.
• Coordinates service requests and communicates with residents via phone, email, and CRM.
• Schedules and conducts property tours for prospects and supports self-guided tours.
• Coordinates with vendors and on-site teams to ensure make-ready quality and curb appeal.

Skills

Customer service

Conflict resolution

Verbal communication

Written communication

Organizational skills

Education

Bachelor’s degree

Leasing experience

Tools

Microsoft Office

Job description

Job SummaryThe Resident Experience Specialist reports to the property manager and provides customer service to residents and administrative support to the property management office to promote resident satisfaction and retention. Primary duties include managing move-in and move-out experiences, conducting inspections, resident orientations, coordinating service requests, and facilitating transfers within MAA communities.The successful candidate will embody and work to reinforce MAA’s Core Values throughout all aspects of MAA. Those values include:Appreciating the uniqueness of each individualCommunicating openly and with integrityEmbracing opportunitiesDoing the right thing at the right time for the right reasonsDuties and ResponsibilitiesConducts pre-walk inspections of units prior to move-in. Performs move-in and move-out inspections using SightPlan.Procures and prepares personalized move-in gifts for new residents. Facilitates move-in orientation to welcome and educate residents.Documents and responds to resident questions and concerns via phone, online platforms, and tasks within the customer relationship management (CRM) system; reports and escalates any resident customer concerns to on-site property management.Develops and maintains in-depth knowledge of all community aspects, amenities and features.Handles roommate additions or releases during the lease term. Processes notices to vacate from residents and provides move-out packet 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, assists, and supports prospects with self-guided tours (SGT) as needed. May conduct property tours for prospects without appointments (walk-ins) or assist with current residents potentially transferring between or within MAA communities only when a scheduled tour is not available.Ensures set-up and presentation readiness of mini-models and show units for property tours.Partners with on-site property management, on-site maintenance, and corporate asset management to ensure high standards in curb appeal, amenities, and make-ready quality through regular property walks.Monitors lease authoring tool and other systems for compliance and operational consistency.Processes all applications that are not handled by the centralized application processing team.Leads resident engagement initiatives and manages the community calendar. Plans and implements on-site resident and community outreach activities.Oversees the community’s online reputation, including Google reviews.Develops and maintains in-depth knowledge of local markets and competitors.Monitors, audits, and maintains artificial intelligence tool knowledge base to ensure accuracy and enable optimal performance of centralized support.Performs other related duties as assigned to meet the needs of the business.Required Qualifications1-3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experiencePreferred QualificationsCustomer retention experience strongly preferredBachelor’s degree and/or leasing experience preferredBilingual skills preferredKnowledge, Skills, and AbilitiesCustomer service skills and conflict resolution skills to overcome objections and resolve issuesSkill and ability to communicate verbally clearly and concisely and in writingKnowledge of apartment management laws and regulations at the federal, state, and local levelsCritical thinking and problem-solving skillsOrganization, task, and time management skillsFlexibility and adaptability to changes in priorities or business needsAbility to work independently with minimal supervision and collaboratively as part of a teamProficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint)Ability to maintain confidentiality and maintain appropriate discretionPhysical and Environmental RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.This position requires the ability to occasionally lift office products and supplies, up to 30 pounds.This job operates in a professional office environment with occasional exposure to outside weather conditions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.DisclaimerPlease note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.