Resident Services Coordinator

Role Summary

The Residential Services Coordinator supports daily portfolio operations by managing resident-facing services, lease compliance, renewals, and ongoing account issues. Working closely with the Senior Pod Manager and pod team, this role helps ensure lease obligations are met, violations are addressed promptly, residents receive consistent support, and property records remain accurate.

A successful Residential Services Coordinator is organized, detail-oriented, communicative, and collaborative, with strong time management skills and a commitment to maintaining positive relationships with tenants, owners, vendors, and HOA partners.

Core Employee Values: Apply and embody/incorporate the company’s core values in the following duties and responsibilities. 

Key Duties and Responsibilities

Resident Services & Lease Administration

• Conduct lease renewals and rent increases in accordance with company procedures, ensuring LeadSimple workflows and documentation are accurate and complete.
• Review existing leases to ensure compliance with company obligations and applicable regulations; assist with updating clauses for new lettings when needed.
• Maintain accurate tenant, lease, and property records in AppFolio and LeadSimple.
• Support property occupancy goals through organized account management and resident communication.

Tenant Move-Outs

• In coordination with the Pod Leader, support the tenant move-out process, reviewing the requests and requesting a forwarding address.
• Send required move-out communication, including notices, letters, and instructions.
• Oversee that all tenant, owner, and property records are finalized and accurately documented in AppFolio and LeadSimple.
• Maintain consistent communication with the tenant regarding move-out expectations and deadlines.
• Track timelines and escalate issues to the Pod Leader when needed.

Compliance & Tenant Violations 

• Review 3-month and annual property inspections to identify potential lease violations or property issues.
• Manage tenant compliance by issuing notices, tracking cure dates, and coordinating resolution efforts.
• Address HOA violation notices and act as a liaison between tenants and homeowner associations.

Delinquencies & Collections

• Manage collections for former tenants with outstanding balances by maintaining consistent follow-up, documentation, and payment arrangements when appropriate.
• Monitor current tenant delinquencies (non-payment of rent or other charges) in coordination with the Operations Administrative Assistant, support escalation efforts as needed, and ensure accurate tracking, communication, and documentation throughout the resolution process.

Communication & Customer Service

• Answer incoming calls or route them appropriately and follow up on voicemails and emails promptly.
• Provide professional, timely updates to tenants, owners, vendors, and HOA representatives.
• Maintain daily routines for managing personal and pod inboxes.

Administrative & Team Support

• Support special projects and ongoing initiatives within the pod.
• Mentor new team members by sharing knowledge and best practices.
• Attend required meetings and training sessions.
• Maintain structured workflows and time blocking to manage priorities effectively.
• Ensure process notes and tenant, property, and owner records are consistently updated in company systems.