Resident Experience Specialist

SNS Management is seeking a service-driven, detail-oriented Resident Experience Specialist to join our growing team. This role is responsible for supporting current residents, resolving concerns efficiently, and strengthening retention across an assigned multifamily portfolio. If you thrive in a structured environment, communicate with professionalism and empathy, and take pride in being the steady, reliable point of contact residents trust, this is an opportunity to grow with a stable and expanding organization.

SNS Management is the fifth-largest apartment owner in Greater Cincinnati, with a portfolio of approximately 2,000 apartment homes. While we operate at scale, we remain deeply committed to delivering an exceptional resident experience rooted in stability, respect, convenience, and belonging.

Our mission is to create more than housing; we provide the true feeling of home. That means fostering positive living experiences, meaningful community connections, and an environment where residents feel valued every day.

As a Resident Experience Specialist (RES), you are the primary point of contact for current residents across an assigned multifamily portfolio. Your focus is simple and critical: deliver fast, consistent, professional support that builds trust, resolves issues efficiently, and reduces turnover.

You will manage resident communication, coordinate closely with maintenance teams and property managers, and ensure every interaction is documented accurately in App Folio. This is a resident-focused role, no leasing tours and no sales goals; allowing you to concentrate entirely on service quality, responsiveness, and follow-through.

• Serve as the primary contact for current residents via phone, email, text, and in person
• Manage resident communication, documentation, and workflows in App Folio
• Coordinate with maintenance teams to create, track, and follow up on work orders
• Support move-outs, notices, renewals, and retention initiatives
• Assist property managers with resident-related administration, payments, and notices
• Uphold Fair Housing laws and company policies consistently
• Maintain accurate digital records for all resident interactions
• Deliver a consistent, high-quality resident experience across the portfolio
• Handle high-volume resident inquiries, including escalated concerns, with professionalism, empathy, and composure

• Minimum 1 year of multifamily property management experience (required)
• Strong customer service experience in a resident-facing environment
• Strong written and verbal communication skills
• Experience using property management software (App Folio preferred)
• Ability to manage multiple priorities while maintaining accuracy
• Typing speed of 45 WPM or higher

• Consistent, professional communication with residents
• Timely resolution of maintenance and service requests
  
  Accurate and complete documentation in App Folio
• Positive resident feedback and improved retention
• Calm, structured handling of escalated concerns
• Reliable follow-through and ownership of assigned portfolios

• Competitive hourly pay
• Paid time off plus company-paid holidays
• Health, dental, vision, and short-term disability
• 401(k) with company match
• Monthly gas allowance
• Paid training and structured onboarding
• Employee rental discounts and referral bonuses
• Long-term growth opportunities
• Supportive leadership and collaborative culture
• Dream Vacation Benefit after 5 years of employment (one-time benefit, capped)

• Ability to sit, stand, and walk for extended periods
• Ability to communicate clearly in person, by phone, and electronically
• Ability to lift, carry, push, or pull up to 25 pounds occasionally
• Ability to move throughout residential communities, including stairs when needed
• Ability to use standard office equipment
• Onsite, office-based role within a multifamily property environment

Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.