Remote Resident Services & Maintenance Operations Specialist

Job Type: Full-time

Work Hours: 9:00 AM – 5:30 PM CT

Job Overview:

We are seeking an experienced Resident Services & Maintenance Operations Specialist to support residential property-management operations for communities in Texas, beginning with the Beaumont and Galveston areas, with the opportunity to expand across the portfolio. The role reports to a designated Operations Leader.

The specialist will serve as a primary point of contact for existing residents while taking ownership of resident experience, retention, lease renewals, routine maintenance intake, Service Orders, maintenance dispatch, and follow-through across multiple communities.

The role will manage resident communication, systems, workflows, dispatch, documentation, follow-up, and accountability remotely while coordinating with local field personnel and maintenance teams for work requiring on-site presence.

Key Responsibilities:

• Resident Services & Communications
• Serve as a primary professional point of contact for existing residents.
• Manage resident telephone calls, texts, emails, portal communications, and general inquiries.
• Research resident accounts, leases, notes, communication history, Service Orders, and property information.
• Answer questions and resolve resident issues remotely whenever possible.
• Manage non-delinquency resident concerns and formal complaints.
• Understand underlying resident concerns and work toward appropriate resolutions.
• De-escalate difficult conversations professionally.
• Document material resident interactions accurately in Rent Manager.
• Create tasks, follow-up activities, deadlines, and escalation items.
• Ensure unresolved issues remain visible until resolution.
• Escalate matters requiring leadership, legal, financial, or field intervention according to established procedures.
• Resident Retention
• Proactively identify resident satisfaction and retention issues.
• Conduct appropriate resident follow-up and retention communications.
• Identify potential move-outs or retention risks before they become vacancies.
• Document retention risks and underlying issues in Rent Manager.
• Coordinate with Operations to determine whether appropriate resident issues can be resolved before a move-out occurs.
• Track Notices to Vacate and communicate potential vacancy information promptly to the appropriate Operations, Inventory, and Revenue personnel.
• Identify recurring resident complaints or property-level trends requiring leadership attention.
• Lease Renewals
• Maintain the lease-renewal pipeline in Rent Manager.
• Begin renewal workflows according to the approved advance-notice schedule.
• Identify upcoming lease expirations.
• Generate renewal communications and documentation.
• Apply approved rental-rate changes and lease terms according to management directives.
• Prepare digital renewal agreements and required addenda.
• Track electronic signatures and incomplete renewals.
• Follow up with residents until renewal, Notice to Vacate, or escalation.
• Ensure executed renewal information and effective dates are accurately reflected in Rent Manager.
• Maintain visibility into renewal rates, pending renewals, expirations, and expected move-outs.
• Administer approved renewal terms and escalate requests for changes to rents, concessions, or material lease terms according to management directives.
• Resident Portal & Digital Adoption
• Help residents establish and use the approved resident portal and digital tools.
• Provide step-by-step assistance with account setup when necessary.
• Encourage electronic payment adoption.
• Help residents understand how to submit maintenance requests and communicate digitally.
• Troubleshoot basic resident-access issues.
• Track portal adoption and identify residents requiring additional assistance.
• Help reduce reliance on paper, manual processes, and unnecessary onsite administration.
• Community Communications
• Draft and distribute approved community communications through appropriate digital channels.
• Coordinate communications regarding utility interruptions, planned maintenance, inspections, community projects, office/holiday schedules, emergencies, and other operational matters.
• Support standardized communications regarding Community Guidelines when directed.
• Maintain records of material community-wide communications.
• Coordinate with field personnel to ensure residents receive accurate and timely information.
• Routine Maintenance Operations
• Service Order Intake & Triage
• Receive resident maintenance requests by telephone, text, email, resident portal, and other approved channels.
• Ask appropriate diagnostic questions to understand the issue before deploying field resources.
• Create complete and accurate Service Orders in Rent Manager.
• Obtain photographs and videos from residents when helpful.
• Categorize requests according to approved emergency, urgent, and routine maintenance standards.
• Identify health, safety, property-damage, utility, or other matters requiring immediate escalation.
• Maintain accurate priority, status, ownership, and next-action information.
• Internal Maintenance Dispatch
• Dispatch appropriate field personnel based on geography, skill set, availability, priority, and workload.
• Provide complete Service Order information before dispatch.
• Coordinate access between residents and technicians.
• Monitor technician workload and open assignments.
• Follow up on incomplete and aging assignments.
• Escalate resource constraints to field leadership.
• Ensure work assignments are captured through the approved system rather than relying on unmanaged verbal or informal assignments.
• Vendor Coordination
• Coordinate with approved third-party vendors when work exceeds internal capability, capacity, authorization, or required trade expertise.
• Obtain quotes when required.
• Create or coordinate Purchase Orders according to established procedures.
• Schedule vendor access.
• Communicate the approved scope.
• Monitor progress and obtain completion documentation.
• Compare invoices against approved quotes, scopes, Purchase Orders, and available field documentation.
• Route invoices through the appropriate approval process.
• Escalate discrepancies before payment approval.
• Coordinate and verify documentation without independently authorizing expenditures outside established approval limits.
• Service Order Lifecycle Management
• Review open Service Orders daily and maintain visibility into aging assignments.
• Identify stalled work and follow up with assigned personnel.
• Update residents regarding material delays or status changes.
• Obtain technician notes and completion documentation.
• Require photographs or video when required by established procedures.
• Verify that system records accurately describe completed work.
• Identify recurring repairs or repeat failures for escalation.
• Resident Closeout
• Contact residents following completion when appropriate.
• Confirm that reported issues have been addressed.
• Identify incomplete or recurring problems.
• Reopen or escalate unresolved Service Orders.
• Document resident feedback.
• Close Service Orders only after required completion standards have been satisfied.

Required Skills & Qualifications:

• 3+ years of U.S. residential property-management experience.
• Experience in multifamily, manufactured housing, RV, single-family rental, or similar residential property management.
• Significant resident-services experience.
• Experience with lease renewals and resident retention.
• Experience with maintenance dispatch and Service Order/work-order management.
• Experience coordinating maintenance technicians, contractors, and vendors.
• Experience with resident portals and digital resident communications.
• Strong experience with Rent Manager(preferred), Appfolio, Yardi or similar.
• Experience building or improving Rent Manager workflows, automated task sequences, and resident-service or maintenance queues is highly desirable.
• Experience with Microsoft 365, VoIP/telephone systems, property-management dashboards, AI-assisted workflows, and remote maintenance coordination is highly desirable.
• Excellent spoken and written English.
• Excellent telephone presence and professional communication skills.
• Strong empathy while maintaining accountability and established procedures.
• Ability to professionally de-escalate upset residents.
• Strong basic understanding of residential maintenance terminology and common repair issues.
• Excellent organization and follow-through.
• Ability to manage numerous residents, Service Orders, renewals, and open tasks simultaneously.
• High integrity and exceptional documentation discipline.
• Reliable high-speed internet, dependable computer, professional workspace, and quality headset.

Note: An NBI or police clearance will be required upon acceptance of the job offer.