Leasing and Resident Experience Specialist | MAA Emerald Coast

Job Summary

The Leasing and Resident Experience Specialist (LRES) reports to the Property Manager and supports the leasing, customer service, and daily operations for a single multi-family housing community. This role serves as a key point of contact for current and prospective residents by delivering personalized services, conducting property tours, supporting the application, move-in, and move-out processes, and helping to maintain an attractive and welcoming community.

The successful candidate will embody and work to reinforce MAA’s Core Values throughout all aspects of MAA.  Those values include:

- Appreciating the uniqueness of each individual
- Communicating openly and with integrity
- Embracing opportunities
- Doing the right thing at the right time for the right reasons

Duties and Responsibilities

- Conducts tours and builds rapport with prospects, identifies and connects wants and needs to available apartment homes and community features, and delivers a positive leasing experience. Addresses prospect questions and objections, creates a sense of urgency, and encourages prospects to complete a lease application. Converts prospects into residents by following up with prospects timely, answering questions and reinforcing interest, and supporting timely application completion and processing.
- Develops and maintains in-depth knowledge of the community, apartment homes, floor plans, amenities, pricing, availability, leasing policies, local market conditions, and competitors. Supports the creation or maintenance of leasing resources, such as video tours or other materials showcasing available apartment homes, as needed.
- Ensures resident and prospect-facing areas (e.g., tour paths, model show unit inventory, amenities) are presentation-ready. Supports self-guided tours by assisting prospects before, during, or after the tour experience as needed.
- Serves as an on-site contact for prospective residents, applicants, walk-ins, current residents, vendors, and guests. Provides professional, responsive customer service through in-person, phone, email, and online customer relationship management (CRM) platform interactions. Uses CRM, leasing systems, lease-authoring tools, artificial intelligence knowledge bases, and other platforms to facilitate accurate information, timely follow-up, compliance, and operational consistency. Assists residents with access, technology, gate access, pest control, or other service-related needs.
- Supports the move-in experience by preparing move-in materials, assisting with resident orientation, providing community information, and supporting welcome initiatives. Performs move-in and move-out inspections using designated systems (i.e., SightPlan), and ensures accurate documentation is completed.
- Processes notices to vacate, roommate additions or releases, transfer requests, move-out packets, lease/renewal file audits, and other resident lifecycle transactions in coordination with property management.
- Leads or supports resident engagement initiatives, community events, outreach activities, and the community calendar to promote resident satisfaction and retention.
- Partners with property management, maintenance, centralized support teams, vendors, and other stakeholders to support community operations and service standards.
- Adheres to company policies, security protocols, fair housing requirements, and applicable federal, state, and local apartment management laws and regulations.
- Maintains confidentiality and exercises appropriate discretion when handling resident, prospect, applicant, team member, and company information.
- Performs other related duties as assigned to meet the needs of the community and business.

Required Qualifications

- 2 to 3 years of sales/leasing and customer service experience required, or an equivalent combination of education and experience

Preferred Qualifications

- Property management industry experience in leasing, customer service and retention, or resident relations experience preferred
- User experience with property management systems (e.g., CRM, leasing, service request) preferred
- Bachelor’s degree preferred.
- Bilingual skills preferred.

Knowledge, Skills, and Abilities

- Sales knowledge, skills and abilities to sell products and services to new and existing customers
- Customer service skills and conflict resolution skills to overcome objections and resolve issues
- Skill and ability to clearly and concisely communicate verbally and in writing
- Organizational skills to maintain records and schedules
- Knowledge of apartment management laws and regulations at the federal, state, and local levels
- Ability to develop and apply a thorough knowledge of all aspects, amenities, and features of communities within portfolio supported
- Ability to visually inspect units, grounds, and other aspects of the property to determine adherence to standards
- Flexibility and adaptability to manage multiple priorities in a fast-paced, customer-facing leasing environment.
- Attention to detail and ability to follow processes accurately
- Proficiency with Microsoft Office applications (Word, Excel, Outlook) and ability to learn and use property management systems (e.g., CRM, leasing, inspection)
- Ability to maintain confidentiality and maintain appropriate discretion

Physical and Environmental Requirements

- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
- This position requires the ability to occasionally lift office products and supplies, up to 30 pounds.
- This job operates in a professional office environment with occasional exposure to outside weather conditions.  This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.