Resident Relations Associate

About the role

You will serve as the primary point of contact for residents, handling their inquiries and ensuring their concerns are resolved efficiently. This role requires you to act as the liaison between the maintenance team and the residents, facilitating clear and timely communication. You will own the end-to-end management of service requests, ensuring that issues are tracked and closed to a high standard of satisfaction. You will be responsible for maintaining accurate and up-to-date records of all resident interactions and transactions within the property management system. Your work will directly impact resident retention and satisfaction by addressing maintenance, leasing, finance, and administrative needs. You will contribute to the smooth operation of the property by supporting leasing activities and financial processes as they relate to the resident experience. This position demands a proactive approach to problem-solving and a commitment to upholding the community-focused values of the company. You will play a key role in enhancing the overall resident experience and protecting the reputation of the asset.

Key facts

What you'll do

Coordinate all resident communications across multiple channels, ensuring inquiries are acknowledged and directed to the appropriate team for resolution.

Own the scheduling and confirmation of maintenance appointments, aligning technician visits with resident availability to optimize service delivery.

Process resident service requests with meticulous attention to detail, documenting each step to maintain a clear audit trail for compliance.

Screen and qualify prospective residents during leasing activities, presenting available units and highlighting community amenities effectively.

Verify rental applications for completeness, ensuring all required documentation is submitted before moving forward in the approval process.

Assist in the collection of outstanding resident payments and fees, following up on accounts receivable to maintain the financial health of the property.

Generate detailed status reports on maintenance backlogs, resident satisfaction, and lease expirations to support informed decision-making by management.

Manage the resident move-in and move-out processes, conducting inspections and documenting unit conditions to protect both resident and owner interests.

Respond to emergent resident needs with calm and professionalism, de-escalating situations and providing solutions that align with company policies.

Collaborate with internal stakeholders to resolve complex resident issues, ensuring that follow-up actions are completed within established timelines.

Maintain comprehensive records of all resident interactions, ensuring data integrity and confidentiality in accordance with company standards.

Support the execution of community engagement initiatives designed to foster a positive living environment and strengthen resident relations.

Monitor unit turnover times and coordinate with vendors to ensure that properties are ready for new residents on schedule.

Demonstrate a strong commitment to safety and regulatory compliance in all resident-facing activities and property operations.

Requirements

Must be legally authorized to work in the United States and not require work authorization sponsorship for this position at this time.

Must have the right to work and live permanently in the United States without restrictions.

Must possess a high school diploma or equivalent certificate of completion.

Must have at least one (1) year of prior customer service, administrative, or resident-facing experience.

Must demonstrate strong written and verbal communication skills in English.

Must be proficient in using personal computers and common software programs such as email, word processing, and spreadsheets.

Must be able to perform essential job functions with or without reasonable accommodation.

Must be able to stand, walk, sit, and use hands to grasp, feel, and manipulate objects for extended periods.

Nice to have

Preferred candidates will have experience in property management, leasing, or multifamily housing environments.

Preferred candidates will have knowledge of property management software and Microsoft Office Suite.

Preferred candidates will have experience managing service requests and coordinating vendor interactions.

Preferred candidates will have a proven track record of resolving resident complaints and handling sensitive information with discretion.

Preferred candidates will have familiarity with lease agreements, rental regulations, and compliance standards.

Preferred candidates will have experience supporting move-in and move-out procedures, including conducting unit inspections.

Preferred candidates will have the ability to manage multiple priorities in a fast-paced environment while maintaining a high level of organization.

Practical notes

This is a full-time position based in Los Angeles, California.

The role may require occasional travel between properties within the Los Angeles area.

No visa sponsorship is available for this position at this time.

New hires must complete any required onboarding documentation and background checks prior to starting employment.