The Regional Support Specialist (RSS) reports to a Regional Vice President (RVP) and provides floating on-site support to assigned multifamily communities, with a primary focus on resident service, daily operations, move-in and move-out support, service request follow-up, and overall property appearance. The role works closely with property management, maintenance teams, vendors, and centralized support teams to help ensure a positive resident experience and consistent operating standards across assigned properties. Secondary to resident service and operational responsibilities, leasing support, tours, prospect engagement/follow-up and renewal support are provided as needed.
The successful candidate will embody and work to reinforce MAA’s Core Values throughout all aspects of MAA. Those values include:
Provides floating on-site support to assigned multifamily communities within a designated market, hub, region, or division based on business needs, resident volume, property size, and operational priorities.
Supports daily property operations and resident service activities to help ensure a positive living experience across assigned communities.
Responds to resident questions, requests, and concerns through phone, email, online platforms, CRM tasks, and other company systems; escalates matters to on-site management when appropriate.
Monitors resident service requests and follows up on open items, including access issues, package delivery concerns, pest control needs, technology issues, and other resident support requests.
Performs pre-move-in, move-in, and move-out inspections using company systems, including SightPlan, and documents unit condition and required follow-up.
Coordinates move-in and move-out support activities, including welcome gifts, move-in orientation, notices to vacate, move-out packets, and related resident communication.
Works with property management, maintenance teams, vendors, and other business partners to support unit readiness, make-ready activities, service follow-up, and overall property operations.
Conducts regular property walks to help maintain curb appeal, amenity standards, common areas, models, show units, and tour paths.
Completes resident and property administrative tasks, including roommate changes, lease-related updates, application processing not handled by centralized teams, and system reviews for accuracy and compliance.
Supports leasing activity as needed by assisting with self-guided tours, walk-in tours, resident transfer tours, tour preparation, and prospect follow-up, while maintaining primary focus on resident service and operations.
Performs other related duties as assigned to meet the needs of the business.
Customer service and conflict resolution skills, with the ability to respond to resident needs, address concerns, and support positive outcomes.
Clear and professional verbal and written communication skills, including the ability to communicate with residents, prospects, team members, vendors, and business partners.
Knowledge of federal, state, and local apartment management laws, regulations, and fair housing requirements.
Organization, time management, and follow-up skills to manage records, schedules, service requests, resident communications, and daily priorities.
Critical thinking and problem-solving skills, with the ability to identify issues, recommend solutions, and adjust to changing property or resident needs.
Ability to work independently with limited supervision while also collaborating effectively with property management, maintenance teams, vendors, and centralized support teams.
Ability to learn and apply knowledge of assigned communities, including amenities, apartment features, resident service standards, and local market conditions.
Ability to use multiple technology systems and applications at the same time, including CRM, leasing, service request, collaboration, and artificial intelligence tools.
Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
Ability to maintain confidentiality, use good judgment, and handle resident, prospect, and company information with appropriate discretion.
Basic sales and leasing support skills, including the ability to assist prospects, support tours, communicate community features, and encourage continued engagement when needed.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
