Resident Satisfaction Specialist

Avenue5 is growing, and we are in search of a resident satisfaction specialist to join our dynamic team of Fivers!

About Us

We are a vibrant, third-party multifamily property management firm with locations across the United States. We are proud of our vibrant, inclusive, make-it-happen culture, where we: 

• Listen to our associates, recognize them, and give them room to grow
• Invest in our associates to help them become the best version of themselves
• Approach every important decision with our associates in mind
• Celebrate our associates’ successes and encourage them to raise the bar even higher

Summary of Responsibilities:

The resident satisfaction specialist is responsible for the day-to-day management of resident concerns, online reviews, and service recovery efforts across Avenue5-managed properties. This role serves as a liaison between residents and property operations by receiving, documenting, triaging, tracking, and following up on resident concerns through final resolution.

The resident satisfaction specialist works closely with property teams, regional leaders, and corporate departments to ensure resident concerns are addressed timely and consistently. This position supports Avenue5’s resident experience and reputation management initiatives through case management, review response coordination, reporting, trend analysis, and operational follow-up.

Primary Responsibilities and Objectives:

• Review, triage, and manage resident concerns received through phone calls, emails, website submissions, online reviews, Better Business Bureau complaints, and other communication channels

• Respond to online reviews across Google, Yelp, Facebook, and other reputation management platforms in accordance with company standards

• Create, assign, document, and maintain resident concern tickets within the Experience Resolution Platform (ERP) to ensure a closed loop resolution process 

• Serve as the primary coordinator for resident concern follow-up and resolution tracking

• Partner with property managers, regional managers, and corporate departments to facilitate timely resolution of resident concerns

• Ensure resident concerns are routed to the appropriate operational team and monitored through final resolution

• Follow up with property teams to obtain updates, action plans, and resolution status for open concerns

• Communicate directly with residents regarding concern status, next steps, and resolution outcomes

• Monitor open case queues and identify aging or unresolved concerns requiring additional follow-up

• Escalate sensitive, high-risk, or unresolved concerns to appropriate operational leadership

• Maintain complete and accurate documentation of resident communications, actions taken, and resolution outcomes

• Generate weekly, monthly, quarterly, and ad hoc reports related to resident concerns, review activity, response times, and resolution performance

• Analyze resident feedback and complaint trends and communicate findings to operational leadership

• Identify recurring operational, maintenance, communication, billing, and customer service concerns affecting resident satisfaction

• Support reputation management initiatives by identifying opportunities to improve resident sentiment and increase positive resident reviews

• Assist with implementation, testing, and administration of resident experience technology platforms and workflow systems

• Ensure compliance with company policies, fair housing requirements, privacy standards, and applicable local, state, and federal laws

• Perform other duties as assigned

Education and Experience:

• High school diploma required; bachelor’s degree preferred

• One to three years of customer service, resident relations, property management, help desk, customer support, case management, reputation management, or related experience required

• Experience responding to customer concerns and conflict resolution preferred

• Multi-family property management experience preferred

• Experience with CRM, case management, resident experience, reputation management, help desk, or ticketing platforms preferred

Skills and Requirements:

• Exceptional customer service and resident advocacy skills

• Strong written and verbal communication skills

• Strong conflict resolution, mediation, and de-escalation abilities

• Strong organizational and time-management skills

• Ability to manage multiple priorities and cases simultaneously

• Attention to detail and documentation accuracy

• Ability to work independently and prioritize effectively in a fast-paced environment

• Strong interpersonal skills to effectively and sensitively communicate with all levels of management

• Intermediate level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel

• Ability to analyze data and identify trends that support operational improvements

• Experience using CRM, workflow, reputation management, help desk, or case management systems preferred

• Sensitivity to confidential matters is required

• Ability to maintain professionalism while handling sensitive resident situations

• Required to complete and successfully pass the Avenue5 Fair Housing and Preventing Discrimination and Harassment training and other courses if assigned

Scheduling:

• Required to maintain a regular schedule during standard business hours to support resident communications, property operations, and collaboration with internal teams

• May require working outside business hours, weekends, and non-traditional holidays based on resident concerns and business needs

Environment:

• Remote work environment

• Required to maintain a dedicated workspace that supports confidentiality, professionalism, and effective communication with residents and associates

Physical Requirements:

Avenue5 will make reasonable accommodations to enable individuals with disabilities to perform essential functions. These functions include, but are not limited to:

• Ability to lift, push, and pull up to 25 pounds

• Must be able to remain stationary, move around, reach, and position oneself as needed for extended periods of time

• Ability to communicate and express or exchange ideas with others, as well as those activities in which they must convey detailed or important instructions accurately, loudly, or quickly

• Ability to perceive the nature of sounds at normal speaking levels, including the ability to receive detailed information through oral communication and make discriminations in sound

• Visual requirements including color, depth perception, and field vision

• Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct

• Ability to tolerate stressful situations

• Ability to work under minimal to moderate supervision

This job description is not an all-inclusive list of functions and tasks. Over the length of employment, these functions and tasks may change.

Diversity:

Diversity creates a healthier atmosphere: Avenue5 is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age