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