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Resident Experience Coordinator
Location
United States
Posted
2 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Resident Experience Coordinator
Workana
Role Description As our Resident Experience Coordinator, you will be a key point of contact for residents throughout their journey with HomeCrew. You will proactively reach out to residents at important moments — from their initial inquiry to move-in, post-move-in follow-up, quarterly check-ins, and move-out. Your job is to make sure residents feel welcomed, heard, and supported while helping us maintain a high-quality resident experience. This is not just an administrative role. This role directly impacts resident satisfaction, move-in experience, retention, referrals, and the reputation of our brand. What You’ll Do - Call new resident inquiries promptly and warmly - Call residents on the day of move-in - Call residents the day after move-in - Call residents a few days after move-in - Call residents one week after move-in - Conduct quarterly check-in calls with current residents - Call residents during the move-out process - Ask satisfied residents for referrals - Gather feedback about onboarding, move-in, and overall satisfaction - Document all conversations clearly and accurately in our systems - Escalate concerns or issues quickly to the appropriate team member - Identify recurring feedback or friction points to help improve the resident experience What Success Looks Like - Residents feel welcomed, supported, and cared for - Onboarding and move-in process scores stay high - Resident satisfaction remains strong - Follow-up calls are completed consistently and on time - Issues are identified early before they become larger problems - Referrals increase from current and outgoing residents - Communication is clear, professional, and well documented Qualifications - Extremely friendly, warm, and professional - Excellent spoken and written English - Strong phone presence with the ability to build trust quickly - Highly organized and detail-oriented - Reliable and consistent with follow-through - Calm, empathetic, and a good listener - Comfortable asking for feedback and referrals - Tech-savvy and able to keep accurate notes in a CRM or communication system - Proactive and able to spot problems early - Committed to high standards, not just checking boxes Preferred Experience - Customer service - Client success - Hospitality - Property management - Tenant communication - Leasing support - Virtual assistant or remote support roles - Experience in resident-facing or customer-facing roles is a strong plus. This Role Is Probably Not a Fit If You - Dislike talking on the phone - Sound low-energy, robotic, or disengaged - Need to be reminded repeatedly to follow up - Struggle to stay organized - Do not enjoy building relationships with people - Prefer task completion over creating a high-quality experience - See this as “just a VA job” rather than a role that directly impacts reputation, retention, and referrals Benefits - Your work will have a direct impact on the resident experience - You’ll help people feel at home during an important life transition - You’ll be part of a growing company with clear standards and real purpose - You’ll have meaningful ownership, not just random tasks - You’ll help shape the voice and experience of our brand
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