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