RESIDENT RELATIONSHIP MANAGER
The Resident Relationship Manager is responsible for coordinating resident communications, onboarding, leasing administration, service coordination, and resident experience initiatives across the Company’s real estate portfolio. This role serves as a primary tenant-facing point of contact following application approval and is responsible for supporting a positive, organized, and responsive tenant experience throughout the tenancy lifecycle.
The Resident Relationship Manager works closely with leasing, maintenance, operations, and ownership teams to coordinate tenant onboarding, renewals, service requests, communication workflows, scheduling, and resident retention efforts across all Company-managed properties. The role focuses primarily on resident relationship management and service coordination, while secondarily supporting operational workflow coordination and communication across internal teams and third-party vendors.
Reporting Structure
The Resident Relationship Manager reports directly to the Director of Management Operations and works closely with leasing, maintenance, operations, accounting, and ownership personnel to support resident communications, service coordination, and portfolio operations.
Essential Duties and Responsibilities
Duties include, but are not limited to, the following:
- Serve as a primary point of contact for tenant communications, questions, concerns, and service-related matters following application approval and throughout the tenant lifecycle.
- Manage resident onboarding, lease execution, move-in scheduling, resident orientation, utility and portal setup assistance, and related tenant transition processes.
- Direct resident move-outs, renewal communications, notices, and tenancy transitions in collaboration with internal teams.
- Support portfolio-wide resident retention and renewal efforts by monitoring resident communication quality, responsiveness, renewal activity, and resident satisfaction trends.
- Assist with tracking and reporting resident retention, renewal conversion, response time metrics, online reputation metrics, and resident service performance indicators.
- Respond to and coordinate tenant calls, emails, portal requests, and operational concerns in a timely, professional, and service-oriented manner.
- Coordinate communication and scheduling between tenants, maintenance personnel, internal staff, and third-party vendors to support timely completion of work orders, inspections, turnover activities, and operational service requests.
- Coordinate scheduling, tracking and coordination of operational compliance requirements, including occupancy inspections, fire testing, elevator inspections, alarm testing, and related regulatory items.
- Organize, schedule and coordinate third-party vendor appointments, recurring inspections, repairs and deliveries. Maintain visibility into work order response times, service completion status, and tenant follow-through to help ensure consistent communication and service standards.
- Coordinate unit turnover scheduling and readiness communication with maintenance, cleaning personnel, contractors, and leasing personnel.
- Support resident experience programming and resident engagement initiatives designed to improve resident satisfaction, communication, retention, and community experience across the portfolio.
- Manage resident-facing communication processes including notices, move-in materials, portal communications, renewal outreach, scheduling coordination, and follow-up communication.
- Utilize Yardi, Rent Café, Reputation, and related property management platforms for lease administration, resident communications, reporting, and operational coordination.
- Assist with onboarding and setup of new properties within Company systems, including tenant communication templates, workflows, notices, and operational coordination procedures.
- Assist with online reputation management efforts, including resident review monitoring, review responses, and resident satisfaction initiatives.
- Escalate legal, financial, safety-related, policy-sensitive, or high-risk resident matters to Company leadership or appropriate personnel as necessary.
- Participate in team meetings and coordination efforts to support communication, accountability, workflow consistency, and tenant service standards across the portfolio.
- Maintain organized tenant records, communication documentation, scheduling logs, operational files, and service tracking information across Company systems.
- Support additional tenant service, leasing administration, and operational coordination initiatives as assigned by Company leadership.
This position generally requires work during standard weekday business hours (Monday–Friday, 8:30 a.m.–5:00 p.m.), along with occasional evenings and weekends as operational needs require. Work schedules may vary based on resident needs, leasing activity, operational scheduling, and portfolio demands.
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Professional development assistance
- Vision insurance
Experience:
- Property Management: 1 year (Preferred)
Ability to Commute:
- St. Louis, MO 63103 (Required)
Work Location: In person
