Resident Experience Specialist - BTR

Role Overview

As the Resident Experience Specialist BTR, you’ll have a big mission. If you choose to accept it, your mission is to be responsible for all leasing activities in accordance with company policies and Fair Housing guidelines; resolving resident issues timely; providing prompt and professional service to internal and external customers; handling various office duties including, but not limited to, assisting with event and leasing marketing campaigns, providing assistance as needed regarding housing materials.

The Resident Experience Specialist – BTR is a hybrid position and will be working at multiple sites and assisting with running between three and six communities simultaneously. Exhibits strong commitment to the service needs of the internal and external customers. Represents the company in a professional and courteous manner. As you can likely tell, 'how' things are done matters just as much as ‘what’ was done here at BH!

• Responsible for ensuring the daily marketing, administrative, and financial operation of the property under the direction of the Community Manager – Build to Rent. General office administrative duties including answering phones, emails, written correspondence, managing incoming mail for the property, and delivering notices if applicable.
• Conduct sparkle touch‑ups to ensure homes are in pristine condition and occasionally assist with picking up the grounds as needed or directed by your supervisor.
• Provide effective customer service to all prospective tenants, current residents, and property staff by utilizing in‑depth knowledge of the community/communities and its functions.
• Maintain a strong understanding of the community and local market competitor's specials and floor plans. Have comprehensive working knowledge of all aspects of leasing homes and documents in accordance with Company standards and Fair Housing guidelines. Stay up to date with all promotion/leasing incentives.
• Ensure timely and accurate logging of all prospect information and notifications into our Property Management software. Assist with the lease application process for approval or denial with the Centralized Screening Specialist (CSS) and prepare new lease contracts/move‑in requirements.
• Use industry‑specific technology to promptly communicate any concerns. Review daily exceptions report to ensure all move‑in exceptions are cleared each day and move‑in dates are adjusted as needed.
• Understand, utilize, and promote all third‑party online leasing programs appropriately – such as self‑guided and virtual tours.
• Assist with completing Move Out Vacant Inspection Checklist (MOVIC) accurately and within the specified deadline per Company standards, if applicable.
• Assist with daily community inspections to ensure community policies are being followed and addressed, if applicable.
• Other duties as assigned.

• High School Diploma/GED
• Ability to travel a minimum of 60%
• Strong written and verbal communication skills
• Intermediate computer knowledge/office equipment skills
• Previous experience in a customer‑facing/customer service role
• Strong understanding of Fair Housing guidelines, Policy/Procedures, and leasing documents
• Where required by law, must have state leasing license or ability to obtain the required license(s) within the timeframe required by law

Seniority Level: Experienced

Industry: Property Management

Employment Type:

Full‑Time

Location:

Hybrid

Travel Percentage:
Up to 25%

Work Schedule:

9am‑6pm, Monday‑Friday, including weekends or as needed to meet business needs.

BH is an Equal Employment Opportunity Employer.