Resident Experience Coordinator -

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