Resident Relations Specialist

Southern Management Co.; College Park (MD); Hybrid; USD 51,000 - 68,000; Full time

Benefits offered by this job

Health, Dental and Vision Insurance

Company paid Life and AD&D Insurance

401(k) with company contribution

Paid holidays and PTO

Continuing Education

Job summary

Southern Management Co. is seeking a Resident Relations Specialist in Maryland to manage resident communications and support community teams. This role focuses on resolving resident concerns, enforcing policies, and driving engagement across properties in a fast-paced environment.

You will support AI initiatives, train staff on new technologies, and help enhance social media presence while maintaining resident satisfaction and retention across multiple communities.

Qualifications

• Excellent interpersonal and communication skills.
• Knowledge of relevant policies, lease guidelines, and regulations.
• Strong written and verbal communication abilities.
• Attention to detail and problem solving mindset.
• Ability to work well independently or in a group.

Responsibilities

• Assist with communication between residents and onsite team and resolve complaints.
• Assist Property Managers with compliance with policies and procedures.
• Maintain resident database of correspondence.
• Provide customer service calls to leasing leads.
• Monitor software usage and identify training needs.
• Conduct onsite training of new technology.
• Identify communities with social media potential and assist with implementation.
• Monitor move-in orientation procedures and resident touchpoints.
• Assist with programs/events to increase resident engagement and renewals.
• Promote resident portal communication tools.
• Contribute to team and company engagement.

Skills

Interpersonal skills

Verbal and written communication

Attention to detail

Time management

Team collaboration

Adaptability

Education

College degree or 2 years Property Management

Job description

Manage multiple projects and priorities in a fast-paced environment while effectively addressing resident concerns and resolving issues to achieve positive outcomes. Oversee and support the implementation of new company AI initiatives, maintain strong verbal and written communication skills, and collaborate effectively with team members and residents. Bilingual proficiency is a plus.Limited weekends maybe required.

WHAT WE ARE LOOKING FOR:
A Resident Relations Specialist is responsible for providing customer support to our residents and community team members.

WHAT WE EXPECT FROM YOU:

• Assist with communication between residents and onsite community team members and resolving complaints, both written and verbal
• Assist Property Managers with compliance with appropriate policies and procedures as relating to residents
• Maintain resident database of correspondence
• Provide customer service calls to onsite leasing leads
• Monitor team onsite software usage and identify training needs
• Conduct onsite training of new technology
• Identify communities that have potential to increase social media and assist with implementation
• Monitor move in orientation procedures and assist with resident touch points
• Assist communities with developing programs/events to increase resident engagement and renewals
• Promote resident portal communication tools
• Perform other duties as assigned by Manager and/or Supervisor
• Contribute to team/company engagement efforts

JOB KNOWLEDGE & SKILLS:

• Excellent interpersonal skills
• Knowledgeable of SMC standards, policies, procedures and lease guidelines
• Excellent verbal and written communication skills
• Sound knowledge of local, state, and federal guidelines applicable to (apartment-home) community operations
• Strong orientation to detail and problem solving skills
• Must be able to work effectively in an individual or group setting
• Excellent organizational and time management skills

What's required from you:

• College degree and/or two (2) years Property Management
• Previous customer service or management experience preferred

Pay Rate:

$50,572 - $68,476

Summary of Benefits:

Your wages are only part of the employment equation. Benefits add significant dollars to your total compensation package and greatly improve your quality of life. Southern offers one of the best benefits packages in the industry.

Southern provides:

• A choice of Health, Dental and Vision Insurance for you, your spouse and/or eligible children at a remarkably low cost
• Company paid Group Term Life and AD&D Insurances
• Traditional and ROTH 401(k) with Company contribution
• Paid holidays, paid time off, pay for bereavement/funereal leave and jury duty
• Continuing Education

You can customize your package to include: Short Term Disability, Long Term Disability, Long Term Care for an additional cost, at a reduced rate.

Benefit eligibility is dependent on Team Member Status. All benefits are subject to change or cancellation at any time.

EEO is the Law