Resident Experience Specialist

Tailwind Group is a top twenty owner and manager of off-campus student housing and brings a wealth of knowledge to the industry. We are committed to creating and sustaining a workplace culture that is second to none. We strive to fight for the highest possible good of the people that matter most, including our team members! Attracting and retaining the most talented and passionate individuals in our industry is an ongoing objective at Tailwind Group. We would love for you to join our team!

The Position: The Resident Experience Specialist is responsible for providing an excellent resident experience and leading initiatives that contribute to a high renewal rate at the property. This individual will focus on resident experience and property reputation, handle resident concerns, and build community at the property. A successful Resident Experience Specialist will build strong relationships with residents, support the leasing team, and understand that this role is critical to the reputation and success of the property.

The Property: The Quarters Bloomington is a high-rise style student housing community in Bloomington, Indiana, designed to serve students attending Indiana University – Bloomington. The 178 unit, 477 bed community offers 1, 2, 3, and 4-bedroom units with amenities that include a fitness center, swimming pool, tanning bed, and much more. The Quarters provides team members with opportunities to develop and grow their careers while delivering an unmatched living experience for our residents.

This is a full-time position working a standard schedule, Monday - Friday from 8:30am to 5:00pm. Nights or weekends may be required from time to time dependent on business needs.

The compensation range for this position is $19.20 - $21.60 per hour plus bonus potential. This range is determined by current market data based on the position requirements and complexities. Final offers of employment will be based on multiple factors including candidate education, skills, experience, and location.

Benefits & Perks

We strive to provide our employees with the most competitive benefits package in the industry. A few of those benefits and perks include:

• Medical, Dental, & Vision Insurance for employees and their families
• Vacation and Sick Time + 12 Paid Holidays
• 401(k) with company matching
• On-the-job training and career development
• Paid Parental Leave

Responsibilities & Duties

• Demonstrate excellent customer service with residents, prospects, vendors, officials, and community members; prioritizing others and fighting for their highest possible good.
• Oversee and execute renewal campaigns throughout the leasing season, in partnership with the Leasing & Marketing Manager.
• Continually build and maintain a strong property reputation by actively managing online reviews, responding to resident feedback, and driving positive sentiment across resident feedback platforms.
• Utilize resident feedback and performance data to create a best-in-industry resident experience at the property.
• Support roommate mediations and work to provide conflict resolutions in line with company policies, while focusing on resident service.
• Address and respond to resident questions, concerns, and complaints via phone, email, and/or in-person.
• Handle escalated concerns and provide leadership and guidance to Community Assistants on communication best practices.
• Maintain consistent communication with all necessary resident contacts regarding balances, notices, and lease-related matters.
• Partner with the Leasing and Marketing Manager to plan and execute resident-focused events, building community and property culture.
• Maintain exceptional curb appeal and take pride in the community grounds, amenities, and common areas.
• Assist with annual unit turnover and help execute move-in/move-out procedures.
• Assist with leasing and occupancy efforts by responding to inquiries, conducting tours, processing applications, collecting fees, and supporting move-in procedures as assigned.
• Support re-let operations by clearly communicating re-let policies, timelines, and fees to residents.
• Coordinate and document required paperwork for re-lets and assist with the onboarding of incoming residents.
• Maintain a professional appearance and adhere to the company dress code at all times.
• Maintain thorough product knowledge of the property, competition, and local market conditions.