About the role
Job Title: Resident Experience Associate Location: [LOCATION] Job Type: Full Time, On-site
Compensation and Benefits
* Base Pay: $20-$25/hr+ commensurate with experience
* Health Insurance
* PTO and Holiday Pay
Overview
Indian Hills Residences is seeking a proactive, personable, and detail-oriented Resident Experience Associate to support resident satisfaction, property appearance, and the overall day-to-day experience within our residential community. This highly visible, resident-facing position serves as a key connection between residents and property management, ensuring resident concerns are addressed, community standards are maintained, and property-related issues are identified and followed through to resolution.
The ideal candidate is approachable, observant, and solutions-oriented, with a strong commitment to customer service and maintaining a safe, clean, and welcoming living environment. This is an active, hands-on position that requires spending the majority of the workday throughout the community rather than stationed in an office.
About You:
* 2+ years of experience in customer service, resident relations, hospitality, property management, or a related field (strongly preferred)
* Strong interpersonal and communication skills with the ability to interact professionally and effectively with residents, coworkers, and vendors
* Proactive and observant, with the ability to identify property deficiencies, cleanliness concerns, and potential safety hazards
* Strong problem-solving skills and a solution-oriented mindset when addressing resident complaints, concerns, and service requests
* Highly organized and detail-oriented, with the ability to document issues, track follow-ups, and manage multiple priorities
* Comfortable spending the majority of the workday walking the property, interacting with residents, and inspecting common areas
* Ability to handle challenging resident interactions with patience, professionalism, and discretion
* Dependable, responsive, and committed to following through on assigned tasks and identified concerns
* Ability to work independently while maintaining consistent communication with the property management team
* Basic computer proficiency and the ability to use property management software, email, and other reporting systems
* Willingness to assist with light property upkeep and community improvement efforts as needed
Key Responsibilities:
Resident Relations and Customer Service:
* Serve as a highly visible and approachable point of contact for residents throughout the community
* Proactively engage with residents to identify concerns, answer questions, and promote a positive living experience
* Respond professionally and promptly to resident complaints, questions, and service needs
* Assist residents in navigating property procedures, submitting service requests, and connecting with appropriate management personnel
* Help coordinate the resolution of resident concerns by communicating with the property management and maintenance teams
* Follow up with residents to confirm concerns have been addressed and provide updates on outstanding issues
* Maintain a professional, courteous, and service-oriented presence while fostering positive relationships throughout the community
Property Walkthroughs and Community Inspections:
* Conduct multiple daily walkthroughs of the property, including grounds, building interiors, hallways, stairwells, elevators, entrances, and common areas
* Monitor the overall cleanliness, appearance, functionality, and condition of the community
* Identify and document property deficiencies, including trash accumulation, damaged fixtures, lighting issues, cleanliness concerns, and potential safety hazards
* Address minor deficiencies immediately when appropriate and within the scope of the position
* Report maintenance needs, property damage, vandalism, and other concerns to the appropriate team members
* Monitor high-traffic and shared spaces to ensure they remain clean, presentable, and accessible to residents
* Conduct follow-up walkthroughs to verify previously identified concerns have been addressed
Issue Reporting and Resolution Tracking:
* Document property conditions, resident complaints, maintenance concerns, and safety issues using established reporting procedures
* Communicate identified deficiencies to the Property Manager, maintenance team, or appropriate personnel in a timely manner
* Track outstanding issues and follow up regularly to ensure timely resolution
* Escalate urgent safety concerns, unresolved complaints, or recurring property issues to management
* Maintain accurate records of resident interactions, property observations, and completed follow-up activities
* Provide management with regular updates regarding community conditions, resident concerns, and outstanding service needs
Community Appearance and Property Standards:
* Support the overall cleanliness, organization, and presentation of the residential community
* Identify and address minor cleanliness concerns, including litter, misplaced items, and common-area clutter when appropriate
* Monitor trash disposal areas, entrances, hallways, and shared amenities for cleanliness and proper use
* Report landscaping, groundskeeping, janitorial, and other service deficiencies to the appropriate personnel
* Help reinforce community rules and standards through professional, respectful communication with residents
* Assist with maintaining welcoming, safe, and orderly common spaces for residents and visitors
Resident Engagement and Community Support:
* Build positive relationships with residents through consistent daily interaction and accessibility
* Assist with communicating community announcements, upcoming events, policy reminders, and important property updates
* Encourage resident participation in community programs, activities, and initiatives
* Identify recurring resident concerns and communicate feedback to management to support improvements in resident satisfaction
* Help create a welcoming community atmosphere by demonstrating professionalism, responsiveness, and a genuine commitment to resident well-being
Safety Awareness and Incident Reporting:
* Remain alert to potential safety hazards, suspicious activity, property damage, and other conditions that may impact residents
* Promptly report incidents, emergencies, or unsafe conditions to property management and appropriate personnel
* Document incidents and observations accurately in accordance with established property procedures
* Assist with communicating safety-related information and community procedures to residents as directed
* Follow all applicable property policies, safety protocols, and established reporting procedures
Team Support and Communication:
* Maintain consistent communication with the Property Manager and other on-site team members regarding resident needs and property conditions
* Coordinate with maintenance, janitorial, groundskeeping, and third-party vendors to help facilitate timely resolution of identified issues
* Support property management initiatives focused on resident satisfaction, community appearance, and operational efficiency
* Attend team meetings and training sessions to remain informed of property expectations, procedures, and service standards
* Assist with additional resident-facing and community support responsibilities as assigned
Preferred Qualifications:
* Previous experience in multifamily housing, property management, resident services, hospitality, or customer service
* Experience handling resident complaints, conflict resolution, and service coordination
* Familiarity with property management software and work order tracking systems
* Strong written communication and documentation skills
* Ability to perform frequent property walkthroughs, including walking, standing, and navigating stairs throughout the workday
* Valid driver's license, if required for assigned duties