Resident Services Coordinator

About SNS Management

SNS Management is the fifth‑largest apartment owner in Greater Cincinnati, with a portfolio of roughly 2,000 apartment homes. We operate at scale while remaining committed to delivering an exceptional resident experience rooted in stability, respect, convenience, and belonging. Our mission is to create more than housing: we provide a true feeling of home, fostering positive living experiences, meaningful community connections, and an environment where residents feel valued every day.

As a Resident Experience Specialist (RES), you are the primary point of contact for current residents across the Forest Park/Fairfield, OH portfolio, with four properties assigned to you. Your focus is simple and critical: deliver fast, consistent, professional support that builds trust, resolves issues efficiently, and reduces turnover.

You will manage resident communication, coordinate closely with maintenance teams and property managers, and ensure every interaction is documented accurately in App Folio.
This is a resident‑focused role, no leasing tours and no sales goals, allowing you to concentrate entirely on service quality, responsiveness, and follow‑through.

• Serve as the primary contact for current residents via phone, email, text, and in person
• Manage resident communication, documentation, and workflows in App Folio
• Coordinate with maintenance teams to create, track, and follow up on work orders
• Support move‑outs, notices, renewals, and retention initiatives
• Assist Property Managers with resident‑related administration, payments, and notices
• Uphold Fair Housing laws and company policies consistently
• Maintain accurate digital records for all resident interactions
• Deliver a consistent, high‑quality resident experience across the portfolio
• Handle high‑volume resident inquiries, including escalated concerns, with professionalism, empathy, and composure

• Minimum 2 years of multifamily property management experience (required)
• Strong customer service experience in a resident‑facing environment
• Strong written and verbal communication skills
• Experience using property management software (App Folio preferred)
• Ability to manage multiple priorities while maintaining accuracy
• Typing speed of 45 WPM or higher

• Consistent, professional communication with residents
• Address and solve resident concerns promptly
• Accurate and complete documentation in App Folio
• Positive resident feedback and improved retention
• Calm, structured handling of escalated concerns
• Reliable follow‑through and ownership of assigned portfolios

• Competitive hourly pay
• Paid time off and company‑paid holidays
• Health, dental, vision, and short‑term disability coverage
• 401(k) with company match
• Monthly gas card allowance
• Paid training and structured onboarding
• Employee rental discounts and referral bonuses
• Long‑term growth opportunities
  
  Supportive leadership and collaborative culture
• Dream Vacation Benefit after five years of employment

• Ability to sit, stand, and walk for extended periods
• Ability to climb multiple flights of stairs
• Must have transportation and a valid driver’s license
• Must be able to commute to multiple properties within Forest Park, OH
• Ability to communicate clearly in person, by phone, and electronically
• Ability to lift, carry, push, or pull up to 20 pounds occasionally
• Ability to use standard office equipment
• On‑site, office‑based role within a multifamily property environment