Resident Coordinator

Since 2012, we've grown to become one of the leading single-family rental companies and homebuilders in the country, recently recognized as a top employer by Fortune and Great Place To Work®.  At AMH, our goal is to simplify the experience of leasing a home through professional management and maintenance support, so our residents can focus on what really matters to them, wherever they are in life. 

The Resident Coordinator is responsible for understanding and following company policies and procedures to aid Resident Managers and Senior Resident Managers with the day-to-day operations of each market area. This role drives positive interactions with current residents and prospective applicants by ensuring a superior resident experience, resolving customer service issues, executing organizational collection practices, optimizing resident retention, and processing move-out documentation within any license restrictions.

Description of Essential Job Functions

• Delivers an outstanding resident experience at every stage of the resident lifecycle, including move-in, maintenance coordination, and move-out processes, within state licensing restrictions. Sets up the resident in 4Access system for move-in or move-out. Prepares and delivers move-in and move-out correspondence to tenants, within state licensing restrictions, as directed by management.

• Within state licensing restrictions, supports the property management team in handling unlicensed activities such as: handling administrative tasks including but not limited to resident communications, processing/scanning of mail based upon volume, ordering paperwork for lease renewals, rental verifications, handling intake of insurance documents, assisting with reporting, and coordinating daily tenant transactions.

• Focuses on optimizing tenant retention through strategic initiatives which may include phone call check-in with residents (e.g., assisting with resident portal login, renewal options, maintenance work orders, etc.). Works with Resident Manager and/or Senior Resident Manager to identify programs aimed at enhancing tenant satisfaction and fostering positive relationships. Identifies and addresses tenant concerns promptly, working towards swift resolutions.

• Interacts with residents and collaborates with Senior Resident Managers, Resident Managers and Administrative Assistants to ensure accurate and compliant handling of tenant financial transactions (e.g., answering phone calls, email communications, meetings, etc.). Maintains meticulous records and documentation of deposit transactions in accordance with established policies and regulations. Communicates effectively with tenants regarding deposit-related inquiries, providing timely and clear information.

• Follows all organizational systems, programs, training, policies, and procedures as required and complies with relevant legal mandates.

• Actively supports and participates in the safety program, both for self-protection and the protection of other employees, by reading and abiding by all requirements in the Injury and Illness Prevention Program (I2P2).

• Carries out all responsibilities in an honest, ethical, and professional manner.

• Handles various other duties as delegated by direct supervisor/management.

Education/Experience/Certification/Licensure

• High School Diploma/GED required.

• Minimum of three (3) years of high-volume customer service. It is preferred if the experience is the following areas/industries: Call Centers, Dispatch, Real Estate, or Property Management.

• Due to state licensing related reasons; this role will not handle showings of properties or move out inspections, will not discuss or explain available properties or pricing with persons outside the company, will not negotiate any terms of leases/renewal leases or related contracts or concessions with persons outside the company, and will not be paid any commission.

Knowledge/Skills/Abilities

• Excellent verbal and written communication, problem-solving, time management and conflict resolution skills.

• Solid relationship management, organizing and customer service skills.

• Intermediate knowledge of Microsoft Office (Word, Excel, Outlook) required.

• Experience with property management software a plus.

• Ability to interact effectively at all levels.

• Strong customer, quality, and results orientation.

• Ability to be an effective member of project teams.

Compensation

Additional Compensation

Perks and Benefits

Employees have the opportunity to participate in medical, dental and vision insurance; flexible spending accounts and/or health savings accounts; dependent savings accounts; 401(k) with company matching contributions; employee stock purchase plan; and a tuition reimbursement program. The Company provides 9 paid holidays per year, and, upon hire, new employees will accrue paid time off (PTO) at a rate of 0.0577 hours of PTO per hour worked, up to a maximum of 120 hours per year.

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