Resident Quality Specialist

Company Description

STAY Residential is a Build to Rent Residential real estate development and multifamily property management company. Since 2015, STAY Residential has been providing communities with exceptional facilities and amenities. We offer numerous semi-furnished floor plans and various lease periods, allowing residents to determine where they want to STAY.

Role Description

The Resident Quality Specialist plays a crucial role in ensuring high standards of service and product delivery and resident satisfaction. This position focuses on supporting both quality control initiatives and direct customer interactions, aiming to identify areas for improvement and enhance the overall resident experience.

Responsibilities:

·        Quality Assurance Support:

o Assist in conducting regular quality checks on common areas, amenities, and vacant units to ensure they meet STAY's standards before and after occupancy.

o Support the facility management and implementation of basic quality checklists and procedures for various operational tasks (e.g., cleaning, minor maintenance).

o Help compile data from inspections and quality audits, flagging recurring issues for the review of facilities operation management.

o Document and track identified quality deficiencies, ensuring follow-up actions are taken.

o Coordinate the facility management and resident communication.

·        Customer Experience Support:

o Provide initial support for resident inquiries and feedback received through the STAY Portal, email, or phone, escalating complex issues as needed.

o Assist in gathering resident feedback through surveys and documentation tools (e.g., move-in surveys, satisfaction surveys) and direct interactions.

o Help analyze customer feedback data to identify trends and common pain points.

o Support the Resident Experience Manager in organizing and executing small-scale community events or initiatives.

o Contribute to maintaining accurate records of resident interactions and complaints within the CRM system.

·        Operational Assistance:

o Collaborate with the Facilities Operations team to understand common maintenance issues and their impact on resident satisfaction.

o Assist in monitoring the company portal for tenant responses, ensuring timely initial acknowledgment and facility management efficiency with the residents.

o Support in preparing basic reports related to quality findings and customer interaction metrics.

o Collect needed customer visits and property presence for direct reporting and collecting inquiries of the residents.

·        Visitors and Applicants Support:

o Conduct property tours for prospective residents, ensuring a welcoming and informative experience.

o Provide follow-up communication to applicants, answering questions and encouraging next steps

o Ensure show units and common areas are visit-ready and meet quality standards.

o Log applicant information and notes in STAY Portal.

Qualifications

• Bachelor’s degree or Diploma in Business Administration, Hospitality Management, Real Estate, or a related field. Fresh graduates are encouraged to apply. Strong communication skills, attention to detail, and a willingness to learn are essential. Proficiency in Microsoft Office and the ability to work in a dynamic, customer-focused environment are required.