Overview The Community Experience Specialist is responsible for prioritizing residents' satisfaction by providing exceptional, personalized service through building support services. Streamline the resident experience with convenient online services for maintenance requests, rent payments, and communication for the portfolio which they are assigned. Responsibilities Duties and Responsibilities: Maintain a positive customer service attitude and promote goodwill among prospects, residents, coworkers, and contractors. Manage resident concerns and requests on a timely basis to ensure resident satisfaction with account management. Maintain accurate reporting and provide updates with site teams, leadership, and ownership groups. Address incoming communication and complete appropriate paperwork consistent with best practices. Actively maintain and manage narratives as requested by ownership or needed for reporting purposes. Administer renewal software ensuring completion with all communication tasks. Enter approved renewal offers into Yardi as well as any needed ancillary adjustments. Follow up with outstanding renewal offers to secure renewals within target. Conduct routine resident “check in” communications in accordance with Gates Hudson guidelines. Respond to online reviews and maintain completion of tasks within review response platforms, in consultation with marketing team and independently. Conduct service request callbacks as needed to support site teams. Perform renters’ insurance audits and ensure bond policy adherence in conjunction with renewal process. Online reputation management Consistently implement policies of the community for which you are assisting. Participate in on-going training. This includes Fair Housing, leasing paperwork, YARDI, accounts receivable, Nexus accounts payable system, workplace safety, proptech, and any other type of training that may be needed for any jurisdiction or community that you will be assisting. Additional duties as assigned Some weekends as needed. Qualifications Must have (minimum) one year property management experience. Must have experience with leasing, preferred multi site support. Must have experience with vendor management. Preferred experience with invoice processing. Must be dependable, and able to work alone as well as part of a team. Must have stellar customer service skills/experience. Written and verbal communication skills in a professional setting Intermediate to Advanced knowledge and experience with Yardi, common applications, and MS Office products. Must be able to learn new software as required for the role.