Resident Services Coordinator

The JOY FM; Augusta (GA); On-site; USD 25,000 - 33,000; Full time

Job summary

Augusta Rental Homes is seeking a Resident Services Coordinator to serve as the frontline contact for residents, prospects, and vendors in Augusta, GA. The role focuses on timely, professional support and accurate documentation across all resident interactions.

You will coordinate move-ins, move-outs, renewals, and payment-related workflows while ensuring policies and SOPs are followed. This is an execution-driven role emphasizing service quality and reliability.

Qualifications

• Serve as the primary point of contact for residents, prospects, and vendors.
• Answer incoming calls promptly and professionally, providing direct assistance.
• Resolve resident questions or coordinate internal/vendor support without unnecessary transfers.
• Document all resident communication accurately and in real time.
• Coordinate move-in/move-out processes and renewals in line with documented systems.
• Explain charges, late fees, and ledger activity per policy.

Responsibilities

• Act as frontline representative for residents, prospects, and vendors.
• Answer calls promptly and professionally with direct assistance.
• Coordinate internal or vendor support to resolve issues.
• Maintain friendly, professional presence in all interactions.
• Document resident communication accurately and in real time.
• Support move-in/move-out, renewals, and payment workflows.

Skills

Customer service

Communication

Empathy

Documentation

Time management

Problem solving

Job description

Description:

The Resident Services Coordinator is accountable for the consistent execution of resident-facing service, communication, and coordination across Augusta Rental Homes' portfolio. This role exists to ensure residents, prospects, and vendors are supported professionally, promptly, and effectively through a centralized, reliable point of contact. This is a unique, service-centered role designed to ensure Augusta Rental Homes is always accessible and responsive. The Resident Services Coordinator serves as the primary frontline representative of the company-answering incoming calls, assisting residents in real time, and resolving or coordinating needs without unnecessary transfers, delays, or handoffs. The Resident Services Coordinator supports the health of operations by managing resident communication, coordinating key processes such as move-ins, move-outs, renewals, and payment-related workflows, and maintaining strong communication between residents, internal teams, and vendors. This is an execution role, not a decision-making role. Success is measured by responsiveness, service quality, process execution accuracy, documentation quality, and the reliability of resident support operations.

Qualifications:

• Serve as the primary point of contact for residents, prospects, and vendors via phone and in-person interaction.
• Answer incoming calls promptly and professionally, providing direct assistance whenever possible.
• Resolve resident questions and issues or coordinate appropriate internal or vendor support without unnecessary transfers.
• Maintain a consistently friendly, professional, and composed presence in all interactions.
• Respond to resident inquiries regarding accounts, policies, processes, and next steps.
• Provide clear explanations of charges, late fees, and ledger activity in alignment with company policy.
• Demonstrate empathy and understanding while upholding and reinforcing Augusta Rental Homes' standards.
• Document all resident communication accurately and in real time.
• Coordinate and support move-in and move-out processes in accordance with documented systems.
• Support lease renewal workflows, resident communication, and process tracking.
• Manage payment-related workflows including reminders, NSF handling, reversals, and coordination of corrections when required.
• Ensure all resident-facing processes are executed consistently, timely, and to standard.
• Support daily office operations including opening and closing procedures and supply coordination.
• Coordinate with internal teams to ensure residents receive accurate, timely information.
• Maintain organized systems, documentation, and task tracking.
• Ensure all communication and actions align with Augusta Rental Homes' systems, policies, and fair housing requirements.
• Execute all responsibilities in accordance with documented SOPs.
• Collect and review all required Low-Income Housing Tax Credit (LIHTC) documentation to ensure accurate application processing and compliance approval.
• Process and administer housing voucher documentation in accordance with applicable program guidelines.
• Conduct move-in, move-out, and rent-ready inspections to verify unit condition and ensure readiness for occupancy.

Behaviors and Technical Skills

Incoming calls are answered promptly, professionally, and without routine deflection or transfer. Residents receive clear, helpful, and accurate support at the first point of contact. Interactions are consistently friendly, professional, and composed. Resident concerns are handled with empathy while company policies, fees, and standards are upheld. Move-in, move-out, renewal, and payment-related processes are executed accurately and on time. Charges, fees, and ledger-related communication are explained confidently and consistently. Resident and vendor communication is well-documented and reliable. Systems, workflows, and service standards are followed without routine deviation. Errors, missed handoffs, and unresolved issues are rare. Internal coordination is timely, clear, and operationally supportive. The resident services function operates predictably and does not require constant escalation. Work output reflects a high standard of professionalism, organization, accountability, and service.

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