Resident Experience Specialist

Second Avenue Realty seeks a Resident Experience Specialist to deliver exceptional service across our single-family rental portfolio. In this role, you will be the primary point of contact for residents, managing inquiries, service requests, and issue resolution via phone, email, and digital platforms. You'll coordinate with maintenance and property teams, track cases in our systems, and ensure timely follow-up. Using data and technology, you'll identify trends, recommend improvements, and help drive a high-quality, consistent resident experience in a fast-paced, collaborative environment.

Responsibilities

• Serve as primary contact for residents, responding to inquiries via phone, email, and digital portals
• Log, track, and resolve service requests and resident issues within defined service levels
• Coordinate with maintenance, leasing, and property management teams to ensure timely completion of work
• Maintain accurate resident records, communications, and documentation in property management and CRM systems
• Monitor resident satisfaction, follow up on open issues, and escalate complex problems when necessary
• Use data and resident feedback to identify trends and recommend process or service improvements
• Support leasing and renewal activities with accurate information and a positive service experience
• Collaborate with cross-functional teams in a fast-paced, technology-enabled environment
• Uphold company standards for integrity, accountability, and a customer-first mindset
• Contribute to projects and initiatives that enhance the overall resident experience across the portfolio

Required Skills

• Customer service
• Property management software (Yardi/App
• Folio or similar)
• CRM systems
• Data entry and recordkeeping
• Lease administration basics
• Conflict resolution
• Email and phone communication
• Time management
• Issue tracking and escalation
• Basic Microsoft Office or Google Workspace