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