Resident Services Coordinator

Resident Services Coordinator

At Marquette Management, we believe the resident experience is everything. We are looking for a Resident Services Coordinator who will serve as the front-line owner of that experience, delivering responsive service, proactive communication, and thoughtful follow-through that builds trust, drives retention, and protects occupancy.

Job Accountabilities

Resident Experience & Service Responsiveness
Own the resident relationship day-to-day by providing timely, courteous, and accurate support that
builds trust and loyalty.
Key Responsibilities
• Serve as the primary point of contact for resident inquiries (in-person, phone, email, portal).
• Provide clear answers on policies, amenities, billing basics, maintenance process, and
community procedures.
• De-escalate concerns using calm, solution-oriented communication and document outcomes.
• Ensure commitments made to residents are tracked and met (no dropped balls).
• Maintain a hospitality mindset: greet, anticipate needs, and follow up after resolution when
appropriate.

Renewal Strategy & Resident Retention
Own the renewal journey from early identification through signed renewal or documented save attempt,
ensuring a consistent and proactive retention process.
Key Responsibilities
• Track and manage upcoming expirations (30/60/90-day windows) with a structured outreach plan.
• Coordinate delivery of renewal offers and clearly communicate deadlines, options, and next
steps.
• Proactively contact residents to understand concerns and identify save opportunities.
• Partner with Property Manager/Regional on pricing questions, exceptions, or escalations.
• Ensure renewal paperwork is complete, accurate, and submitted on time; confirm resident receipt
and understanding.

Issue Resolution, Documentation & Escalation Management
Own the “close-the-loop” process so resident concerns move from report ? action ? confirmation, with
documentation that protects the site and supports consistent service.
Key Responsibilities
• Log inquiries/complaints and outcomes (CRM/property software) with clear, factual notes.
• Route issues to maintenance, accounting, management, or vendors with complete context.
• Monitor open items and follow up until resolution; communicate updates to the resident.
• Escalate urgent, safety, legal, or reputational issues immediately to the Property Manager.
• Support resident communication during outages, projects, inspections, and community
disruptions.

Communication, Professionalism & Community Standards
Represent the community brand with consistent messaging, strong professionalism, and resident-
facing excellence.
Key Responsibilities
• Maintain a positive, professional tone in all written and verbal communication.
• Ensure resident-facing materials (notices, emails, signage) are accurate and aligned to policy.
• Support community events, resident touchpoints, and service recovery gestures as directed.
• Reinforce community rules respectfully and consistently; address behavior concerns with
professionalism.

Qualifications

• Previous experience in customer service, hospitality, or property management preferred
• Strong communication and interpersonal skills
• Highly organized with the ability to manage multiple priorities and follow through on commitments
• Ability to remain calm under pressure and handle difficult situations professionally
• Proficiency in property management software/CRM systems is a plus

What's in it for you?

• Exciting and challenging career for talented people seeking growth and commitment
• Exceptional training programs
• 401K + Matching
• Medical, Dental and Vision insurance, STD, Life Insurance
• Paid Time Off
• 13 Paid Time Off Holidays/Community Service Day/Cultural Diversity Day
• Starting salary range $22- $24 based on experience
• Bonus Potential

We believe in equity. We celebrate the unique backgrounds and lived experiences of our employees. We value the differences that continue to make us the most authentic versions of ourselves in our professional and personal lives. We strive to provide a safe and supportive environment where people from all walks of life can thrive, making us the best place to work, live, and invest.

Text RESIDENT at 847-750-5666 to start a career with Marquette. Come join Marquette's environment of excitement, personal fulfillment, and unique culture!

We want employees that will work WITH US, NOT FOR US.