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