Resident Experience Coordinator

Position Summary:

The Resident Experience Coordinator (REC) is a member of the Property Management department and provides direct support for residents and the market office. The REC is involved in handling resident inquiries, ensuring residents have a smooth transition into a Progress home, and providing outstanding customer service to residents. From move-in through the entire resident journey, the REC is committed to providing the best possible resident experience.

Essential Functions:

• Represents the company with professionalism, serving as the primary point of contact in the physical field office.

• Oversees case queue assignments, ensuring all resident inquiries and concerns are assigned, tracked, and resolved in a timely manner.

• Handles resident phone calls and emails, providing accurate information or directing them to the appropriate department for further assistance.

• Addresses and resolves minor resident concerns or disputes.

• Confirms lease has been signed and all move-in funds have been collected prior to the move-in date.

• Confirms new resident orientation appointments and ensures home is ready for move-in, including tracking any vacant work orders.

• Performs new resident orientation call for assigned move-ins.

  Orients new resident to their home and provides key information such as rental payment options, service request submissions, and contact information.

  Sets expectation with new residents on their responsibilities as a Progress Residential resident, as well as the Company’s responsibility to them.

  Completes the New Move-in Checklist and all corresponding duties.

  Reviews the move-in inspection with the resident, including sending to the resident and following up on the resident attestation.

  Completes move-in follow-up calls.

• Manages office supply inventory and acts as the point of contact for any office maintenance issues.

• Assists residents with in-person payments at physical office location.

• Posts various notices at homes, as needed.

• Conducts occupancy and utility checks, as needed.

• Carry out other duties as assigned that are in the best interests of the customers and the company.

Qualifications:

• High School Diploma or GED required

• Minimum of year experience in either the single family or multi-family rental industry

• Additional customer service experience a plus

• Previous use of Salesforce and Yardi Voyager a plus

• Must have a valid Driver’s License

• Excellent oral and written communication skills

• Computer literacy, competency in MS Office suite, and ability to comfortably navigate new technology a must

• Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and follow-up with residents to ensure customer needs are met

• Detail-oriented and able to manage multiple projects all at once

What you can expect from us:

Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:

• In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.

• We offer competitive compensation, including a performance-based bonus.

• Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, k match, paid holidays and much more.