Resident Relations Specialist

POSITION SUMMARY

The Resident Services Specialist serves as the primary on-site resource for the resident experience after move-in, taking ownership of resident communication, concerns and service coordination through resolution. The role works across Leasing, Maintenance and Property Management to resolve issues early, strengthen resident satisfaction and retention, and ensure consistent community standards. With a strong understanding of leasing and property operations, the Specialist also provides operational coverage and support as needed while knowing when an issue requires management involvement.

POSITION DETAILS 

Schedule: Monday-Friday 9:00am-6:00pm 

Pay: Hourly   

Range: $24hr-27hr, Plus bonus

Location: 8801 W Belleview Ave, Littleton, CO 80123 

WHAT YOU'LL DO

Resident Relationships and Communication

• Serve as the main contact for resident questions, concerns, and feedback after move-in 
• Provide a visible and approachable presence within the community to greet residents and respond to inquiries promptly and professionally by phone, email, text, and in person 
• Build positive resident relationships through proactive communication and follow-up throughout the resident lifecycle 
• Build positive relationships with residents through regular check-ins, including move-in check-ins at one week and 30 days, and pre-renewal outreach 

Problem Solving and De-escalation 

• Take first ownership of resident issues and work to resolve them before escalating to management 
• Receive and manage resident concerns and complaints, including noise, maintenance delays, billing questions, neighbor conflicts, lease concerns and other community matters 
• Listen actively, stay calm under pressure, and bring heated situations to a constructive resolution 
• Investigate concerns, gather relevant information and coordinate with maintenance, leasing, and management. Proactively follow through until resolved 
• Accurately document all resident interactions, actions taken, resolutions, and follow-ups within the property management system 
• Recognize issues involving legal, safety, Fair Housing, significant financial exposure or policy exceptions and escalate them appropriately, providing management with a clear summary of the issue and actions already taken. 

Resident Lifecycle and Retention 

• Identify and implement ways to add value to the resident experience, such as events, amenities programming, and service improvements 
• Gather and analyze resident feedback through surveys, reviews, and conversations, and recommend improvements 
• Monitor resident satisfaction trends and flag recurring issues to the Multi-Site Manager. Analyze and make recommendations for improvement based on overall customer sentiment. 

• Support the move out and/or transfer process through smooth hand-off to the Centralized Service team 

• Support renewal efforts by addressing concerns early, keeping residents engaged and always following through 
• Manage online reputation by responding to review response requests with professionalism 

• Help create consistent and welcoming move-in experiences, including resident orientation and early follow-up

Leasing and Manager Support 

• Serve as a knowledgeable resource to for leasing professionals regarding resident communication, lease-related questions and appropriate issue resolution. 
• Provide leasing coverage as needed, including conducting tours, responding to inquiries, assisting with applications, and answering lease related questions.  
• Assist as necessary in ensuring a strong move-in experience and resident orientation 
• Serve as a communication bridge across Leasing, Maintenance, centralized services and Property Management to help create consistent resident experiences 
• Partner with maintenance to communicate resident priorities, prioritize and monitor resident-impacting work orders, and participate in daily team huddles to keep resident priorities visible across functions 
• Support the Multi-Site Manager with community initiatives, policy rollouts, and reporting, and serve as backup when the Property Manager is out, keeping daily operations moving and handling resident escalations within the established authority and escalation guidelines.

Resident Experience and Community Standards 

• Conduct regular community and building walks to identify conditions that may affect the resident experience and ensure RedPeak standards are maintained 
• Monitor resident-facing spaces, amenities, and common areas for cleanliness, readiness, and functionality and coordinate follow-up when issues are identified. Keep refreshments stocked at community or building coffee bars and/or cyber café,  
• Conduct periodic competitive community visits to identify ideas, service practices, and opportunities that may enhance the resident experience.  
• Support compliance and property operational audits.

WHAT WE’RE LOOKING FOR

• 2+ years of experience in property management, customer service, hospitality, or a related resident/customer facing field 

• Working knowledge of the leasing process (tours, applications, lease terms) and the ability to step into leasing functions as needed 

• Demonstrated ability to de-escalate conflict and manage difficult conversations with professionalism 

• Strong problem-solving skills and sound judgment, including the ability to determine what can be resolved independently and what requires manager involvement.  Ability to step into manager-level duties when needed 

• Ability to balance resident service with company policies, lease requirements, and operational realities.  

• Proficiency with property management systems and general business technology  

• Ability to manage multiple priorities in a fast-paced environment 

• Strong interpersonal, verbal, and written communication skills: comfortable with high call volume 

• Highly collaborative, with the ability to build strong working relationships with all functions of the onsite team and centralized resident services team 

• Adaptable and comfortable operating in a fast-changing environment, where priorities, processes, and systems may shift as the organization’s needs shift 

• Ability to work for extended periods in both office and active work environments, including prolonged computer use and standing. 

• Ability to travel to assigned properties, if applicable. 

• Reliable transportation and valid driver’s license. 

• Other duties as assigned.