Resident Support Specialist

The RSS focuses on resident retention, portfolio health, operational follow-up, and process execution by managing resident communication, lease renewals, delinquency outreach, move-in coordination, maintenance follow-up, documentation, and administrative tasks.

This role works closely with Property Managers (PMs), Leasing Support Specialists (LSS), Resident Care Specialists (RCS), Regional Managers (RM), and Maintenance teams to ensure a seamless resident experience while maintaining operational efficiency.

Primary Responsibilities

Resident Communication

• Respond to resident inquiries through phone, email, text, and AppFolio.

• Provide timely updates regarding maintenance requests, renewals, move-ins, and account questions.

• Follow up with residents until concerns are resolved.

• Document all resident interactions in AppFolio.

Portfolio Support

• Serve as the dedicated operational support for assigned portfolios.

• Assist Property Managers with administrative responsibilities.

• Monitor daily portfolio tasks and ensure timely completion.

• Coordinate with onsite teams to resolve resident concerns.

Move-In Coordination

• Monitor upcoming move-ins.

• Review resident ledgers before move-in.

• Verify lease completion and required documentation.

• Ensure move-in instructions are complete.

• Coordinate with PMs and Leasing teams regarding unit readiness.

• Follow up on missing keys, lockbox access, inspections, and move-in issues.
  
  Lease Renewals

  • Track upcoming lease expirations.

  • Conduct renewal outreach.

  • Update renewal trackers.

  • Document resident intentions.

  • Follow up on unsigned renewal agreements.

  • Coordinate with Property Managers regarding renewal decisions.

  Delinquency Management

  • Review delinquency reports.

  • Conduct resident outreach using approved communication templates.

  • Track payment promises.

  • Update delinquency notes.

  • Escalate accounts requiring PM review.

  Maintenance Coordination

  • Monitor assigned work orders.

  • Follow up on aging work orders.

  • Provide residents with maintenance status updates.

  • Verify completion with residents when requested.

  • Escalate delayed or unresolved work orders.

  • Coordinate with Property Managers and Maintenance teams.

  Documentation

  • Maintain accurate AppFolio notes.

  • Update resident records.

  • Maintain communication history.

  • Track follow-up activities.

  • Document escalations.
    
    Resident Retention

    Support initiatives that improve resident satisfaction by:

    • Maintaining proactive communication.

    • Following up after maintenance.

    • Supporting lease renewals.

    • Assisting with resident concerns.

    • Coordinating move-ins.

    • Ensuring timely follow-up.

    Operational Support

    The RSS provides administrative support including:

    • AppFolio updates

    • CRM management

    • Inbox management

    • Executive operational projects

    • Reporting

    • Portfolio audits

    • Process documentation

    • Special projects assigned by Operations Leadership
      
      Collaboration

      Works closely with:

      • Property Managers

      • Regional Managers

      • Leasing Support Specialists

      • Resident Care Specialists

      • Maintenance Coordinators

      • Accounting

      • Executive Leadership
        
        Collaboration

        Works closely with:

        • Property Managers

        • Regional Managers

        • Leasing Support Specialists

        • Resident Care Specialists

        • Maintenance Coordinators

        • Accounting

        • Executive Leadership

        Required Skills

        • Strong customer service skills

        • Excellent verbal and written communication

        • Strong organizational skills

        • Time management

        • Problem-solving

        • Attention to detail

        • Ability to multitask

        • Ability to prioritize workload

        • Team collaboration

        Preferred Experience

        • Property Management experience

        • Resident Services

        • Customer Service

        • AppFolio experience preferred

        • Fair Housing knowledge

        • Maintenance coordination experience is a plus

        Systems & Software

        • AppFolio

        • Microsoft Office

        • Google Workspace

        • Microsoft Teams

        • Outlook

        • CRM platforms

        • Phone systems (Maynard, 3CX, or similar)
          
          Key Performance Expectations

          • Timely resident communication

          • Complete and accurate documentation

          • Consistent follow-up on assigned tasks

          • Timely escalation of issues

          • Strong collaboration with PMs, LSS, RCS, and onsite teams

          • High-quality resident experience

          • Portfolio accountability

          • Operational efficiency

          Core Competencies

          • Resident-focused

          • Ownership mindset

          • Accountability

          • Communication

          • Collaboration

          • Initiative

          • Continuous improvement

          • Professionalism

          • Adaptability