Resident Relations Specialist

smcinternalcareers; Maryland; On-site; USD 45,000 - 65,000; Full time

Job summary

SMC is seeking a Resident Relations Specialist to support residents and the community team. You will coordinate between residents and onsite staff, resolve complaints, and help implement AI-enabled initiatives while maintaining strong communication and documentation.

The role requires excellent interpersonal and written communication, with a focus on policy compliance, resident engagement, and training on new technology in a fast-paced environment. Weekend coverage may be required.

Qualifications

• College degree and/or two (2) years Property Management
• Previous customer service or management experience preferred
• Familiarity with resident database systems and move-in procedures

Responsibilities

• 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

Skills

Interpersonal skills

Communication skills

Lease guidelines knowledge

Proficient computer skills

Detail oriented

Team collaboration

Organization and time management

Education

College degree and/or two 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
• Proficient computer skills
• 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

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