Resident Experience Coordinator

As our Resident Experience Coordinator, you will be a key point of contact for residents throughout their journey with HomeCrew. You will proactively reach out to residents at important moments — from their initial inquiry to move-in, post-move-in follow-up, quarterly check-ins, and move-out. Your job is to make sure residents feel welcomed, heard, and supported while helping us maintain a high-quality resident experience. This is not just an administrative role. This role directly impacts resident satisfaction, move-in experience, retention, referrals, and the reputation of our brand. Requirements What You’ll Do Call new resident inquiries promptly and warmly Call residents on the day of move-in Call residents the day after move-in Call residents a few days after move-in Call residents one week after move-in Conduct quarterly check-in calls with current residents Call residents during the move-out process Ask satisfied residents for referrals Gather feedback about onboarding, move-in, and overall satisfaction Document all conversations clearly and accurately in our systems Escalate concerns or issues quickly to the appropriate team member Identify recurring feedback or friction points to help improve the resident experience What Success Looks Like Residents feel welcomed, supported, and cared for Onboarding and move-in process scores stay high Resident satisfaction remains strong Follow-up calls are completed consistently and on time Issues are identified early before they become larger problems Referrals increase from current and outgoing residents Communication is clear, professional, and well documented What We’re Looking For Extremely friendly, warm, and professional Excellent spoken and written English Strong phone presence with the ability to build trust quickly Highly organized and detail-oriented Reliable and consistent with follow-through Calm, empathetic, and a good listener Comfortable asking for feedback and referrals Tech-savvy and able to keep accurate notes in a CRM or communication system Proactive and able to spot problems early Committed to high standards, not just checking boxes Preferred Experience Customer service Client success Hospitality Property management Tenant communication Leasing support Virtual assistant or remote support roles Experience in resident-facing or customer-facing roles is a strong plus. This Role Is Probably Not a Fit If You Dislike talking on the phone Sound low-energy, robotic, or disengaged Need to be reminded repeatedly to follow up Struggle to stay organized Do not enjoy building relationships with people Prefer task completion over creating a high-quality experience See this as “just a VA job” rather than a role that directly impacts reputation, retention, and referrals Why Join HomeCrew Your work will have a direct impact on the resident experience You’ll help people feel at home during an important life transition You’ll be part of a growing company with clear standards and real purpose You’ll have meaningful ownership, not just random tasks You’ll help shape the voice and experience of our brand