Resident Experience Specialist

5 days ago

Atlanta, United States Asset Living Full time
Job DescriptionJob Description

Company Overview

Asset Living is a third-party management firm with a proven partner in fostering thriving communities nationwide. Founded in 1986, Asset Living has decades of experience delivering exceptional value to our partners. Since the beginning, our undeniable passion has driven our organic growth from a small property management firm to one of the most trusted allies in real estate. Asset Living's growing portfolio includes a multitude of properties across the country that span the multifamily, single-family home rentals, affordable housing, build-to-rent, active adult, and student housing divisions.  

Asset Living is a fast-growing company made up of talented individuals from diverse backgrounds that differentiate us and help us drive innovation and results for our clients and communities across the US. At Asset Living, we wholeheartedly believe 'Together We Lead, Together We Succeed. We empower each other to lead by example, collaborate, and evolve – inspired by our belief that we can continually improve as individuals and as an organization. Together, we create an environment where every voice is heard, every idea is valued, and every individual experiences opportunities to grow as our company grows. When you join Asset Living, you become part of a dynamic team that thrives on unity, unique talents, and a universal culture of winning.   

Recognized as one of the nation's Best and Brightest Places to Work and ranked in the NMHC top 50 professionals, join Asset Living because of its reputation as the most trusted partner in real estate, workplace culture, and growth opportunities. Asset Living is a member of The Institute of Real Estate Management (IREM) and is recognized as an Accredited Management Organization (AMO). Together, we lead the way, and together, we achieve excellence in all that we do. Join a workplace where success is a collective journey and leadership is a shared responsibility.  

Resident Experience Specialist

Job Duties:

Reputation Management

  • Tracks and monitors ratings and review sites to ensure the appropriate response and attention is given to our customers.
  • Plan and execute resident review solicitation campaigns
  • Assist with approval of community review responses via reputation management platform
  • Collaborates and conveys monthly property goals to on-site teams; tracks and updates corporate team

Resident Satisfaction

  • Responsible for resident complaint de-escalation
  • Engage with resident post move in to discuss and, if needed, attempt to improve experience
  • Engage with residents 120 days prior to lease end to gauge needs and experiences
  • Complete monthly service request follow up communication audit to identify training opportunities
  • Report on service request completion time quarterly
  • Meet with onsite team to discuss all resident communication

Community Focused Events

  • Collaborate with Marketing team to plan and execute events including annual resident appreciation week
  • Communicate with onsite to complete quarterly residents communication newsletters

Reporting Duties

  • Quarterly Online Reputation Roll Up
  • Quarterly Resident Experience Roll Up
  • Quarterly Service Request Reviews

Qualifications:

  • Prefer a minimum of high school degree
  • Prior Community Director experience is required
  • Excellent written and verbal communication skills providing for effective communication with residents, employees, peers, vendors, owners, etc. and to assist in efficient operations.
  • Bi-lingual abilities (written and verbal) may be required based on specific needs of property
  • Computer software experience to include MS Word, MS Excel, MS Outlook, YARDI and related is preferred.
  • Basic understanding of Landlord/Tenant laws and application, familiarity with state specific Lease and Addendums, Fair Housing/ADA regulations and application, OSHA EPA requirements for property management industry.

This job description should not be considered all-inclusive. It is merely a guide of expected duties. The employee understands that the job description is neither complete nor permanent and may be modified at any time. At the request of their supervisor, an employee may be asked to perform additional duties or take on additional responsibilities without notice.

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