As our Resident Experience Coordinator, you will be a key point of contact for residents throughout their journey with HomeCrew.
You will proactively reach out to residents at important moments — from their initial inquiry to move-in, post-move-in follow-up, quarterly check-ins, and move-out. Your job is to make sure residents feel welcomed, heard, and supported while helping us maintain a high-quality resident experience.
This is not just an administrative role. This role directly impacts resident satisfaction, move-in experience, retention, referrals, and the reputation of our brand.
Requirements
What You’ll Do
- Call new resident inquiries promptly and warmly
- Call residents on the day of move-in
- Call residents the day after move-in
- Call residents a few days after move-in
- Call residents one week after move-in
- Conduct quarterly check-in calls with current residents
- Call residents during the move-out process
- Ask satisfied residents for referrals
- Gather feedback about onboarding, move-in, and overall satisfaction
- Document all conversations clearly and accurately in our systems
- Escalate concerns or issues quickly to the appropriate team member
- Identify recurring feedback or friction points to help improve the resident experience
What Success Looks Like
- Residents feel welcomed, supported, and cared for
- Onboarding and move-in process scores stay high
- Resident satisfaction remains strong
- Follow-up calls are completed consistently and on time
- Issues are identified early before they become larger problems
- Referrals increase from current and outgoing residents
- Communication is clear, professional, and well documented
What We’re Looking For
- Extremely friendly, warm, and professional
- Excellent spoken and written English
- Strong phone presence with the ability to build trust quickly
- Highly organized and detail-oriented
- Reliable and consistent with follow-through
- Calm, empathetic, and a good listener
- Comfortable asking for feedback and referrals
- Tech-savvy and able to keep accurate notes in a CRM or communication system
- Proactive and able to spot problems early
- Committed to high standards, not just checking boxes
Preferred Experience
- Customer service
- Client success
- Hospitality
- Property management
- Tenant communication
- Leasing support
- Virtual assistant or remote support roles
Experience in resident-facing or customer-facing roles is a strong plus.
This Role Is Probably Not a Fit If You
- Dislike talking on the phone
- Sound low-energy, robotic, or disengaged
- Need to be reminded repeatedly to follow up
- Struggle to stay organized
- Do not enjoy building relationships with people
- Prefer task completion over creating a high-quality experience
- See this as “just a VA job” rather than a role that directly impacts reputation, retention, and referrals
Why Join HomeCrew
- Your work will have a direct impact on the resident experience
- You’ll help people feel at home during an important life transition
- You’ll be part of a growing company with clear standards and real purpose
- You’ll have meaningful ownership, not just random tasks
- You’ll help shape the voice and experience of our brand