Job Details

Now Hiring: Resident Experience Coordinator

Be the connection. Elevate the experience. Make residents feel at home.

Do you thrive on building relationships, solving problems, and creating meaningful experiences? Are you someone who can balance empathy with accountability and turn challenges into moments that strengthen trust? If so, we'd love to meet you.

We're looking for a Resident Experience Coordinator to support portfolio-wide resident engagement, renewals, and care initiatives. This role plays a critical part in ensuring residents feel supported, heard, and valued throughout their journey, from move-in to renewal and beyond. Click here to watch a video about who Gray Residential is.

This position begins with hands-on involvement and evolves into a more autonomous, strategic role with meaningful impact on resident satisfaction and retention.

What You'll Do

Create Exceptional Move-In & Early Resident Experiences

• Welcome new residents through proactive outreach, introducing the Care Team and available support channels
• Conduct hospitality-driven check-ins during the first 2-3 weeks to ensure a smooth transition
• Partner with on-site teams to share insights related to move-in readiness, unit condition, and service standards
• Review move-in surveys, resident feedback, and online reviews - responding to all reviews under 3 stars with care and professionalism

Drive Renewal & Retention Efforts

• Manage upcoming lease expirations across assigned communities with timely, proactive outreach
• Conduct value-based renewal conversations using market and AIRM insights
• Coordinate renewal pricing, terms, and availability with Regional and on-site teams
• Track renewal metrics, trends, and retention performance for leadership reporting

Support the Care Team & Manage Escalations

• Serve as a primary point of contact for escalated or sensitive resident concerns
• Investigate issues by reviewing resident history and collaborating with site teams
• Provide timely, empathetic follow-up to ensure resolution within service standards
• Maintain detailed documentation to support compliance and quality assurance

Assist with Delinquency Outreach & Payment Support

• Contact residents regarding outstanding balances with empathy and clarity
• Offer guidance on payment plans and connect residents to available resources
• Partner with site teams and Regional leaders to share insights and next steps
• Document all interactions accurately to maintain account integrity

Engage On-Site & Strengthen Resident Relationships

• Attend resident events, community gatherings, and on-site activities
• Conduct in-person renewal conversations or care case follow-ups when needed
• Support resident transfers by clearly communicating expectations and next steps

Reporting, Documentation & Quality Assurance

• Prepare summaries, trends, and insights for leadership review
• Ensure all resident interactions are accurately documented in OneSite
• Conduct periodic audits of renewal files, care cases, and communication logs
• Ensure compliance with company policies and Fair Housing regulations
• Identify early indicators of service or operational gaps and recommend solutions

Collaborate & Contribute to Continuous Improvement

• Partner with Operations, Leasing, Maintenance, Marketing, and Leadership teams
• Support new initiatives, policies, and technologies that enhance the resident experience
• Maintain and refine communication templates and engagement workflows
• Participate in training, coaching, and professional development
• Contribute to best practices, process improvements, and internal training over time

What You Bring

• 3+ years of experience in property management, leasing, or resident relations
• Strong communication skills with a customer-first mindset
• Excellent organization, follow-through, and problem-solving abilities
• Ability to work independently while managing multiple priorities
• Proficiency with property management software and Excel
• Willingness to travel as needed

Why This Role Matters
The Resident Experience Coordinator plays a key role in strengthening resident relationships, improving renewal outcomes, and ensuring care cases are resolved with empathy and consistency. This is a growth-oriented position with increasing autonomy and strategic influence - ideal for someone ready to make a meaningful impact.

The Day-to-Day
This is a salaried, hybrid position requiring a minimum of 40 hours per week, with approximately 50% remote work and 50% on-site or in-office presence. On-site time includes resident events, community visits, and in-person meetings. In-office days support collaboration, training, and alignment. Some evenings or weekends may be required for scheduled events or urgent needs.

Ready to make a difference in how residents experience home?
Apply today and help create communities that feel supported, connected, and genuinely cared for.

Equal Opportunity Employer Statement
We are an Equal Opportunity Employer and are committed to creating an inclusive environment for all employees. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected status under applicable law.