Resident Support Specialist

The Resident Support Specialist (RSS) serves as the remote operational counterpart to onsite Property Managers by providing proactive administrative, resident communication, and portfolio support across multiple communities.

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