Coordinator, Resident Services

POSITION: Resident Services Coordinator

COMPENSATION: Non-exempt / hourly (Part-Time / Flexible 30–35 hours per week)

DIRECT REPORT: Community Manager

SUMMARY

As a Resident Services Coordinator, your primary focus is driving resident satisfaction, retention, and overall community experience. Working a flexible 30–35 hour weekly schedule, you will take direct ownership of resident engagement, brand reputation, digital outreach, and marketing strategy to cultivate a thriving resident community.

ESSENTIAL RESPONSIBILITIES (Including but not limited to):

Key Ownership Areas:

• Resident Events: Own the planning, execution, and coordination of resident events (assisting the Community Manager) to foster a strong sense of community and enhance the overall resident experience.

• Reputation & ORA Scores: Own the strategy for maintaining and increasing the community’s ORA score by utilizing Opiniion tools to regularly send out review opportunities to residents and professionally respond to incoming reviews in a timely manner.

• Monthly Marketing Plan (MMP): Own the creation, building, and execution of the Monthly Marketing Plan (MMP) to drive resident engagement and leasing momentum.

• Social Media & Community Engagement: Demonstrate ownership and passion for running the community's social media accounts, creating daily engaging content, and planning posts that foster connection and community among residents.

General Responsibilities:

• Demonstrates a positive, professional, and client-oriented attitude with team members, residents, vendors, clients, and the public.

• Assists residents with day-to-day tasks while developing and creating positive community relations.

• Provides direct administrative support to Leasing & Marketing Team Lead & Community Manager based on the needs of the community.

• Maintains inventory and orders all necessary administrative supplies and equipment.

• Assists with incoming customer service phone calls professionally as directed by onsite management.

• Provides prompt and courteous responses to all resident and prospective resident requests, ensuring their satisfaction and addressing their concerns.

• Acts as the main point of contact for resident remediations and dispute resolutions, following directions from the Leasing & Marketing Team Lead and Community Manager.

• Supports the onsite team and/or centralization services by collecting rent, deposits, and outstanding payments from residents, while adhering to established procedures.

• Issues notices for late or non-payment, evictions, scans invoices, and handles returned memos in a timely manner.

• Maintains and enhances the tour route to ensure an appealing and welcoming community environment.

• Develops and maintains a comprehensive knowledge of the community, assisting with tours and other tasks as needed and assigned.

• Contributes to lease audits when present at the community, ensuring accuracy and compliance.

• Seeks educational opportunities for personal growth and development, enhancing your skills and knowledge.

• Actively participates in Cardinal U training programs as required to enhance your professional development.

PREFERRED QUALIFICATIONS:

• 1-2 years of customer service, sales, or social media management experience.

• Preference for a flexible work structure of 30–35 hours per week.

• Experience with automated reputation management and survey tools (such as Opiniion) is preferred.

• Excellent computer skills, including typing, punctuation, grammar, and writing ability for correspondence, memos, and digital content creation.

•  Basic knowledge of Google platforms, Microsoft Word & Excel. 

   

•  Strong communication, organization, and time management skills. 

   

•  Ability to thrive in a fast-paced environment and manage multiple projects simultaneously. 

   

•  Excellent customer service skills and strong attention to detail. 

   

•  High school diploma or GED equivalent is required.

   

• Available to work evenings and weekends as needed for events or property schedules.

   

• Ability to champion the Cardinal Culture and Core Values every day.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those a Team Member encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Incumbents work both inside and outside of apartment buildings and in all areas of the property including amenities and have frequent  exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous. 

 PHYSICAL DEMANDS 

 The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the Team Member is regularly required to use hands to finger, type, handle, or feel and talk or hear. The Team Member is regularly required to stand; walk; reach with hands and arms, and climb, stoop, or squat. Incumbents must be able to physically access all exterior and interior parts of the property and amenities and must be able to work inside and outside in all weather conditions including, but not limited to rain, snow, heat, hail, wind and sleet.

The Team Member must be able to push, pull, lift, carry, or maneuver office products and supplies of up to twenty (20) pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Routine local travel may be required to assist properties as needed, attend training classes, business meetings, or other situations necessary for the accomplishment of some or all of the daily responsibilities of this position.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their Team Leader.