Community Experience Specialist

Community Experience Specialist

Department: Property Management
FLSA Status: Non-Exempt
Job Type: Full-Time
Schedule: Monday–Friday (some weekends as needed)

Position Summary

The Community Experience Specialist is responsible for enhancing resident satisfaction by delivering exceptional, personalized service and streamlining resident interactions through building support services and digital platforms. This role ensures a smooth resident experience by managing communications, coordinating renewals, and supporting reputation management efforts.

Gates Hudson Core Values

• Loyalty: We form long-lasting, genuine partnerships with each other and our clients.
• Expertise: We value and encourage ongoing education, accreditation, and experience. Our experience drives results.
• Forthcoming: We value transparent and honest relationships with no hidden agenda.
• Superior Service: Personalized service to every customer, every time. No exceptions.
• Perspective: We leverage multidisciplinary expertise to deliver practical solutions tailored to unique needs.

Key Responsibilities

Resident Communication & Support

• Maintain a positive customer service attitude and promote goodwill among residents, prospects, coworkers, and contractors.
• Respond to resident concerns and requests promptly to ensure satisfaction.
• Conduct routine resident “check-in” communications in alignment with company standards.
• Support service request follow-ups and conduct callbacks as needed.
• Maintain accurate narratives and communication records for reporting and ownership updates.
• Address incoming correspondence and complete necessary documentation in accordance with best practices.

Renewal Management & Lease Administration

• Administer renewal software and track completion of related communications and follow-ups.
• Enter approved renewal offers into Yardi, including necessary ancillary adjustments.
• Follow up on outstanding offers to secure renewals within target deadlines.
• Perform renters’ insurance audits and ensure bond policy compliance as part of the renewal process.

Online Reputation & Reporting

• Respond to online reviews and reputation-related tasks using review response platforms, independently or in consultation with the marketing team.
• Participate in online reputation management initiatives.
• Provide regular updates and accurate reporting to site teams, leadership, and ownership groups.

Policy Adherence & General Support

• Consistently enforce and implement community policies and procedures.
• Participate in ongoing training related to:
• Fair Housing laws
• Leasing paperwork
• YARDI and Nexus systems
• Accounts receivable
• Property technology
• Workplace safety
• Support additional administrative and operational duties as assigned.
• Availability for some weekend work, as required.

Qualifications

• Minimum of 1 year of property management experience required.
• Experience with processing lease renewals strongly preferred.
• Excellent written and verbal communication skills in a professional setting.
• Strong customer service orientation with a proactive and responsive attitude.
• Proficiency in Yardi, Microsoft Office, and other common business applications.
• Ability to learn new software and platforms quickly and effectively.
• Self-motivated and dependable; able to work both independently and collaboratively.