Resident Experience Specialist | Lyon's Gate

Job Summary The Resident Experience Specialist reports to the property manager and provides customer service to residents and administrative support to the property management office to promote resident satisfaction and retention. Primary duties include managing move-in and move-out experiences, conducting inspections, resident orientations, coordinating service requests, and facilitating transfers within MAA communities.

The successful candidate will embody and work to reinforce MAA’s Core Values throughout all aspects of MAA. Those values include:

Appreciating the uniqueness of each individual

Communicating openly and with integrity

Embracing opportunities

Doing the right thing at the right time for the right reasons

Duties and Responsibilities Conducts pre-walk inspections of units prior to move-in. Performs move-in and move-out inspections using Sight Plan.

Procures and prepares personalized move-in gifts for new residents. Facilitates move-in orientation to welcome and educate residents.

Documents and responds to resident questions and concerns via phone, online platforms, and tasks within the customer relationship management (CRM) system; reports and escalates any resident customer concerns to on-site property management.

Develops and maintains in-depth knowledge of all community aspects, amenities and features.

Handles roommate additions or releases during the lease term. Processes notices to vacate from residents and provides move-out packet as needed.

Monitors and follows up on service requests, including IT systems and gate access troubleshooting.

Coordinates with vendors for package delivery, service requests, pest control, and make-ready processes.

Encourages, assists, and supports prospects with self-guided tours (SGT) as needed. May conduct property tours for prospects without appointments (walk-ins) or assist with current residents potentially transferring between or within MAA communities only when a scheduled tour is not available.

Ensures set-up and presentation readiness of mini-models and show units for property tours.

Partners with on-site property management, on-site maintenance, and corporate asset management to ensure high standards in curb appeal, amenities, and make-ready quality through regular property walks.

Monitors lease authoring tool and other systems for compliance and operational consistency.

Processes all applications that are not handled by the centralized application processing team.

Leads resident engagement initiatives and manages the community calendar. Plans and implements on-site resident and community outreach activities.

Oversees the community’s online reputation, including Google reviews.

Develops and maintains in-depth knowledge of local markets and competitors.

Monitors, audits, and maintains artificial intelligence tool knowledge base to ensure accuracy and enable optimal performance of centralized support.

Performs other related duties as assigned to meet the needs of the business.

Required Qualifications 1-3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience

Preferred Qualifications Customer retention experience strongly preferred

Bachelor’s degree and/or leasing experience preferred

Bilingual skills preferred

Knowledge, Skills, and Abilities Customer service skills and conflict resolution skills to overcome objections and resolve issues

Skill and ability to communicate verbally clearly and concisely and in writing

Knowledge of apartment management laws and regulations at the federal, state, and local levels

Critical thinking and problem-solving skills

Organization, task, and time management skills

Flexibility and adaptability to changes in priorities or business needs

Ability to…