Community Experience Specialist

The Community Experience Specialist serves as the face of the community and plays a key role in creating a positive resident

experience from the initial inquiry through move-out. This position combines leasing, sales, hospitality, resident relations, and

administrative responsibilities to support occupancy, resident satisfaction, retention, and the overall success of the community.

The Community Experience Specialist is responsible for creating a welcoming and professional experience at every resident and

prospective resident touchpoint, including inquiries, tours, applications, move-ins, resident requests, renewals, community

engagement, and move-outs. This position develops relationships with prospective and current residents, responds to resident

needs, supports community operations, and works closely with community leadership and maintenance to provide a consistent

and responsive experience.

• Greet and engage prospective residents in person, by telephone, electronically, and through other communication channels in a professional, welcoming, and responsive manner.
• Conduct personalized community and apartment tours, identify prospective resident needs, communicate community features and benefits, and support prospects throughout the leasing decision process.
• Maintain timely and consistent follow-up with prospective residents and accurately document leasing activity, communications, and outcomes within the applicable property management or CRM system.
• Process rental applications, screenings, lease documentation, and other required paperwork accurately and in accordance with company policies, Fair Housing requirements, and applicable laws.
• Support established leasing, occupancy, traffic-to-lease conversion, and related community performance goals.
• Coordinate move-in activities and ensure new residents receive a welcoming, organized, and professional introduction to the community.
• Serve as an approachable and consistent point of contact for residents throughout their residency and provide timely, professional responses to questions, concerns, and requests.
• Build positive relationships with residents through regular communication, proactive check-ins, and ongoing engagement.
• Support resident retention by identifying concerns or dissatisfaction early and coordinating with community leadership to address issues when appropriate.
• Manage and support the lease renewal process, including communicating renewal information, conducting follow-up, and discussing approved terms with residents.
• Coordinate resident concerns and service requests with maintenance, community leadership, and other appropriate team members and follow up to help ensure concerns are appropriately addressed.
• Assist with move-out communication and processes while maintaining a professional and positive resident experience.
• Promote a hospitality-focused environment by creating positive, personal, and professional interactions with residents, prospective residents, families, visitors, and community partners.
• Assist with planning and coordinating resident events, activities, and engagement initiatives that encourage community participation and strengthen resident relationships.
• Support efforts to increase resident referrals, positive reviews, and community reputation through consistent service and relationship building.
• Identify opportunities to improve the resident experience and communicate resident feedback, trends, and concerns to community leadership.
• Maintain accurate and complete records related to prospective resident traffic, leasing activity, applications, renewals, resident communications, and other assigned community activities.
• Prepare reports and provide leasing, occupancy, resident experience, and other operational information as requested by the Community Manager.
• Maintain awareness of local market conditions, competitor pricing, amenities, concessions, and other relevant trends and communicate information that may assist community leadership with leasing and marketing strategies.
• Support community marketing initiatives, including social media content, community signage, outreach efforts, events, and relationships with local businesses or community organizations.
• Assist with online reputation efforts, including encouraging resident feedback and reviews and supporting responses in accordance with company guidelines.
• Help ensure model units, leasing areas, tour paths, common areas, and other resident-facing spaces remain…