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.RequirementsWhat You’ll DoCall new resident inquiries promptly and warmlyCall residents on the day of move-inCall residents the day after move-inCall residents a few days after move-inCall residents one week after move-inConduct quarterly check-in calls with current residentsCall residents during the move-out processAsk satisfied residents for referralsGather feedback about onboarding, move-in, and overall satisfactionDocument all conversations clearly and accurately in our systemsEscalate concerns or issues quickly to the appropriate team memberIdentify recurring feedback or friction points to help improve the resident experienceWhat Success Looks LikeResidents feel welcomed, supported, and cared forOnboarding and move-in process scores stay highResident satisfaction remains strongFollow-up calls are completed consistently and on timeIssues are identified early before they become larger problemsReferrals increase from current and outgoing residentsCommunication is clear, professional, and well documentedWhat We’re Looking ForExtremely friendly, warm, and professionalExcellent spoken and written EnglishStrong phone presence with the ability to build trust quicklyHighly organized and detail-orientedReliable and consistent with follow-throughCalm, empathetic, and a good listenerComfortable asking for feedback and referralsTech-savvy and able to keep accurate notes in a CRM or communication systemProactive and able to spot problems earlyCommitted to high standards, not just checking boxesPreferred ExperienceCustomer serviceClient successHospitalityProperty managementTenant communicationLeasing supportVirtual assistant or remote support rolesExperience in resident-facing or customer-facing roles is a strong plus.This Role Is Probably Not a Fit If YouDislike talking on the phoneSound low-energy, robotic, or disengagedNeed to be reminded repeatedly to follow upStruggle to stay organizedDo not enjoy building relationships with peoplePrefer task completion over creating a high-quality experienceSee this as “just a VA job” rather than a role that directly impacts reputation, retention, and referralsWhy Join HomeCrewYour work will have a direct impact on the resident experienceYou’ll help people feel at home during an important life transitionYou’ll be part of a growing company with clear standards and real purposeYou’ll have meaningful ownership, not just random tasksYou’ll help shape the voice and experience of our brand
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
