Resident Support Coordinator

Resident Support Coordinator

Hybrid Resident, Leasing & Short-Term Rental Guest Support

Position Summary

The Resident Support Coordinator (RSC) serves as a first point of contact for residents, prospective renters, and short-term rental guests. This hybrid role delivers a professional, responsive, and positive customer experience across phone, email, text, and other communication channels.

The RSC manages incoming resident support requests, answers leasing calls and general availability questions, and assists short-term rental guests with property, reservation, booking, and stay-related inquiries. The coordinator resolves routine questions whenever possible, documents every interaction accurately, and routes matters requiring specialized support to the appropriate team for timely resolution.

This is an entry-level position with a defined career path. Training will be provided on company systems, workflows, leasing support, resident support, and short-term rental guest service. As team members gain experience and demonstrate strong performance, they may receive additional cross-training and opportunities to advance into Resident Support Specialist, Leasing Specialist, or other operations roles.

Requirements

· Previous customer service, hospitality, sales, leasing, property management, short-term rental, or call center experience is preferred but not required

· Available to work a flexible 40-hour schedule, including weekends as part of a rotating schedule

· Excellent written and verbal English communication skills

· Strong organizational skills and excellent attention to detail

· Professional, collaborative, and customer-focused attitude

· Ability to manage multiple conversations and priorities in a fast-paced environment

· Ability to work independently while following established processes and escalation procedures

· High level of integrity, professionalism, reliability, and accountability

· Comfortable learning new software, CRM, ticketing, leasing, and booking platforms

· Basic computer proficiency and a stable remote-work setup

Responsibilities

· Answer and manage incoming resident, leasing, and short-term rental guest calls using Maynard Voice

· Respond to resident, prospect, and guest emails, text messages, and other communications in a timely and professional manner

· Resolve routine inquiries whenever possible and escalate complex, urgent, or account-specific concerns appropriately

· Assist residents with routine questions regarding their homes, accounts, community information, and property procedures

· Receive, document, and route maintenance requests, ensuring urgent concerns are escalated according to protocol

· Provide clear updates, confirm next steps, and support timely follow-up between residents and internal teams

· Answer incoming leasing calls and respond to prospective renter inquiries

· Provide approved information about property availability, unit features, rental criteria, application steps, tours, and move-in processes

· Capture accurate prospect information, document lead activity, and route qualified or property-specific inquiries to the appropriate Leasing Specialist or Property Manager

· Support tour scheduling and leasing follow-up when assigned, using approved scripts, information, and workflows

· Respond to short-term rental guest inquiries before, during, and after a stay through approved communication channels

· Assist with availability, property information, booking questions, reservation details, check-in and check-out guidance, and general stay-related concerns

· Provide approved information and escalate pricing exceptions, reservation changes, refunds, safety concerns, maintenance emergencies, and other matters requiring authorization

· Document guest interactions clearly and coordinate with short-term rental operations, housekeeping, maintenance, and property teams for prompt resolution

· Create and manage support tickets in Tiktik and document all interactions accurately in Maynard CRM

· Route requests to the appropriate Property Manager, Leasing Specialist, Resident Support Specialist, Maintenance team, short-term rental operations team, or other internal department

· Follow established workflows, response standards, and service expectations to provide a consistent customer experience

· Work closely with US-based and remote team members in a collaborative environment

Training Provided

· Maynard Voice and Maynard CRM

· Tiktik ticket management

· Company organizational structure, roles, responsibilities, and escalation paths

· Resident support workflows and service standards

· Leasing call handling, approved property information, lead documentation, and inquiry routing

· Short-term rental guest communication, availability and booking inquiry support, and reservation workflows

· Company policies, customer service standards, and applicable compliance expectations