Resident Services Coordinator— Customer Service

Level (internal): L1 — Coordinator / Specialist

Role and Responsibilities Overview

The Resident Services Coordinator — Customer Service supports the customer service vertical with lease renewals, move-in coordination, resident inquiries, and building communications. This includes a mix of affordable (rent-stabilized) and market-rate units, requiring familiarity with rent-stabilized lease renewals and Good Cause Eviction protections for market-rate units.

This role works under the direction of the Resident Services Manager (Customer Service), providing timely, professional support to residents and directing inquiries where needed.

Success in this role means renewals are sent and followed up on cadence, the renewal tracker stays current, and residents receive prompt, helpful responses.

Renewals

• Send renewal offers to residents via Onsite in accordance with renewal timelines.

• Draft and generate the appropriate lease for each renewal — a rent-stabilized renewal lease or a market-rate (Good Cause) lease, depending on the unit type.

• Follow up with residents on a regular cadence to secure timely signatures.

• Update the renewal tracker for all pending renewals across all properties.

Resident Support

• Assist residents with any inquiries and direct inquiries where needed.

• Help with any resident issue and troubleshooting.

Move-Ins & Communications

• Send welcome emails to new tenants and confirm move-in payments have been received.

• Collect renters insurance and Certificates of Insurance (COIs) prior to move-in.

• Coordinate key hand-off with the applicable team member, onsite or internal.

• Send out building-specific notifications, as needed.

Property Inspections & Support

• Conduct property walkthroughs and audits monthly.

• Uploads monthly walk through inspection reports to the SD

• Creates post-inspection work orders for superintendents. Follows up on completion

Tenant communication history

• Maintains Management inbox

• Maintains Tenant memos in Yardi

• Escalates appropriate items (concession and rate negotiation requests)

Weekly Client Reporting & Communication

• Updates Weekly Leasing and Renewal Reports and Agenda ensuring data matches throughout

• Run reports and coordinate with the analytics team to have required reporting generated.

Phone & Email Coverage

• Receive all incoming calls to their line; assist directly or transfer to the appropriate internal team member.

• Monitor and manage the main email inbox for all properties, responding or routing messages as needed.

• Multitask across numerous properties in the tri-state area throughout the day.

Qualifications

• Strong customer service and communication skills

• High attention to detail; comfort maintaining renewal trackers and data accuracy

• Ability to manage multiple resident requests and prioritize effectively

• Collaborative, team-oriented mindset

• Professional judgment and discretion handling resident information

• Working knowledge of rent-stabilized lease renewals and Good Cause Eviction requirements for market-rate units

• Daily use of Onsite, Yardi, and Excel spreadsheets to manage renewals, trackers, and reporting

• Ability to multitask across numerous properties in the tri-state area