Resident Experience Specialist | MAA Preserve

MAA; Raleigh (NC); On-site; USD 42,000 - 54,000; Full time

Job summary

MAA is seeking a Resident Experience Specialist to join our on-site team in Raleigh, NC. You will provide exceptional customer service to residents, support the property management office, and help promote resident satisfaction and retention.

Key duties include coordinating move-in/out inspections, orientations, service requests, tours, and vendor coordination. You will document inquiries via CRM, assist with community events, and maintain knowledge of community features.

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
• Knowledge, Skills, and Abilities: customer service, conflict resolution, and writing clarity
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint)

Responsibilities

• Conducts move-in and move-out inspections and coordinates service requests.
• Facilitates resident orientations and supports move-in/move-out processes.
• Documents and responds to resident questions via phone, online platforms, and CRM, escalating concerns as needed.
• Maintains knowledge of community amenities and market factors; coordinates vendor services.
• Plans resident engagement initiatives, tours, and community events.

Skills

Customer service

Administrative support

Communication

Conflict resolution

MS Office

Education

Bachelor’s degree

Tools

CRM system

Lease tool

Job description

Job Summary The 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 individual Communicating openly and with integrity Embracing opportunities Doing the right thing at the right time for the right reasons

Duties and Responsibilities Conducts 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 Qualifications 1-3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience

Preferred Qualifications Customer retention experience strongly preferred Bachelor’s degree and/or leasing experience preferred Bilingual skills preferred Knowledge, Skills, and Abilities Customer service skills and conflict resolution skills to overcome objections and resolve issues Skill and ability to communicate verbally clearly and concisely and in writing Knowledge of apartment management laws and regulations at the federal, state, local levels Critical thinking and problem-solving skills Organization, task, and time management skills Flexibility and adaptability to changes in priorities or business needs Ability to work independently with minimal supervision and collaboratively as part of a team Proficiency with Microsoft Office applications (Word, Excel, Outlook and PowerPoint) Ability to maintain confidentiality and maintain appropriate discretion Physical and Environmental Requirements The 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.

Disclaimer Please 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.

MAA is a real estate investment trust (REIT) company focused on providing a high-quality apartment living experience to residents across the Southeast, Southwest and Mid-Atlantic regions of the United States. As an active buyer and developer of apartment communities, MAA is currently the largest owner-operator of apartment homes in the country and is an S&P 500 company listed on the New York Stock Exchange. Currently, MAA owns and operates over 100,000 apartment homes across 17 states and the District of Columbia. We have successfully navigated numerous business cycles, captured significant growth and built an efficient, technology-driven operating platform with an investment portfolio that is uniquely balanced and diversified across markets noted for strong population growth and robust housing-demand dynamics. Our mission at MAA is to deliver superior service and value for our residents, employees and shareholders. We refer to this as creating \"A Brighter View\" and we are doing it every day. As an employer, we strive to recruit, develop and retain a talented and diverse workforce that mirrors the diversity of our residents and the communities where we do business. Our corporate charity, The Open Arms Foundation, is the heart of our company. Its mission is to provide a home away from home for those who must travel to receive medical treatment.

Would you like to learn more about what a day at an MAA Community looks like? Property Manager for an MAA Community leads all aspects of community life and above all – quality customer service. The Maintenance Supervisor leads and coordinates the maintenance team through repairs and maintenance of property facilities and apartments. Assistant Property Managers support the operations and financial performance of the community, handle the collections process, and assist with leasing. In other words, they wear several hats! An Apartment Maintenance Technician performs maintenance and repairs to ensure apartments and facilities are in top shape. A special role for an MAA community, a Leasing Consultant supports leasing operations, interactions and communication with residents, and assists with community events and marketing activities.