Whether you’re just starting out or looking for a fresh chapter, we believe your career should feel meaningful. You should feel valued, trusted, and know your work makes a real difference.

As a subsidiary of H&R REIT, Lantower Residential develops and manages apartment communities across the Sunbelt markets in the U.S. We’re in the apartment business, sure – but really, we’re in the people business. Our job is to make people feel at home—whether they live in one of our communities or work on our team. That means showing up, caring, and creating experiences that feel real, thoughtful, and human.

When you join us, you become part of something bigger: building great places to live and strong communities around them. We take that seriously – and we take care of our people in return, with competitive benefits, opportunities for training, and time off when you need it.

If you take pride in your work and enjoy making people’s day a little better, we’d love to meet you.

FLSA Status: Non-Exempt (Exempt or Non-Exempt)

Department: Property Management

Supervisor's Title: Community Manager

Job Summary

The Resident Experience Specialist is responsible for coordinating and assisting with initiatives that drive high resident retention and satisfaction at the community. The position is responsible for facilitating move-in orientations and coordinating responses to issues at move-in until resolved. The Resident Experience Specialist utilizes property management systems to effectively manage resident relations, service requests, and resident communications. The position delivers exceptional customer service that achieves positive resident satisfaction.

1. Greets community visitors and appropriately responds to inquiries in a professional and timely manner.

2. Schedules and facilitates move-in orientations for each new resident before the scheduled move-in date.

3. Coordinates responses to resident issues at move-in and tracks and follows up to resolve the issue(s) to ensure move-in satisfaction.

4. Utilizes property management systems to effectively manage resident relations, service requests, and resident communications. Ensures all messages, texts, and emails are checked and responded to within the established response time.

5. Partners with Centralized Leasing Team to ensure community renewal and leasing goals are achieved.

6. Manages resident issues and complaints with the Community Manager and Resident Experience Manager. Ensures appropriate actions are taken to resolve the issue and follows through and follows up until the issue has been resolved. Documents progress to keep impacted parties informed.

7. Assists in coordinating self-guided tours for prospective residents.

8. Walks the community on a daily basis to identify and address any deficiencies with the maintenance team until resolved. Ensures that all show units and future move-ins meet Lantower expectations.

9. Deliver exceptional customer service to residents and prospective residents to achieve positive resident reviews.

10. Organizes and attends scheduled resident events.

11. Other duties as assigned.

Organizational Responsibilities

• Follow and comply with the Company’s established operating, systems, financial, human resources, marketing, safety, and security policies and procedures, and meet the Company’s and department’s standards and other requirements related to job performance.

• Personally practice proper safety techniques, follow the Company’s risk and safety policies and procedures, and immediately report any associate or visitor injury, accident, or other safety-related issues to the appropriate individual(s).

• Maintains working knowledge of laws, rules, and regulations concerning apartment leasing and management, (i.e. Fair Housing, collections, evictions, tow, and pool enclosures).

• Continually identify and act on opportunities for improving the level and quality of service provided by the community and by own personal performance, and participate in and support efforts that improve the community’s efficiency, effectiveness, productivity, and overall contributions to the Company.