Remote Resident Services & Maintenance Operations Specialist

Remote Resident Services & Maintenance Operations Specialist

Job Overview:

We are seeking an experienced Resident Services & Maintenance Operations Specialist to support residential property-management operations for communities in Texas, beginning with the Beaumont and Galveston areas, with the opportunity to expand across the portfolio. The role reports to a designated Operations Leader.

The specialist will serve as a primary point of contact for existing residents while taking ownership of resident experience, retention, lease renewals, routine maintenance intake, Service Orders, maintenance dispatch, and follow-through across multiple communities.

The role will manage resident communication, systems, workflows, dispatch, documentation, follow-up, and accountability remotely while coordinating with local field personnel and maintenance teams for work requiring onsite presence.

Key Responsibilities:
Resident Services & Communications

Serve as a primary professional point of contact for existing residents.

Manage resident telephone calls, texts, email s, portal communications, and general inquiries.

Research resident accounts, leases, notes, communication history, Service Orders, and property information in Rent Manager.

Answer questions and resolve resident issues remotely whenever possible.

Manage non-delinquency resident concerns and formal complaints.

Understand underlying resident concerns and work toward appropriate resolutions.

De-escalate difficult conversations professionally.

Document material resident interactions accurately in Rent Manager.

Create tasks, follow-up activities, deadlines, and escalation items.

Ensure unresolved issues remain visible until resolution.

Escalate matters requiring leadership, legal, financial, or field intervention according to established procedures.

Resident Retention

Proactively identify resident satisfaction and retention issues.

Conduct appropriate resident follow-up and retention communications.

Identify potential move-outs or retention risks before they become vacancies.

Document retention risks and underlying issues in Rent Manager.

Coordinate with Operations to determine whether appropriate resident issues can be resolved before a move-out occurs.

Track Notices to Vacate and communicate potential vacancy information promptly to the appropriate Operations, Inventory, and Revenue personnel.

Identify recurring resident complaints or property-level trends requiring leadership attention.

Lease Renewals

Maintain the lease-renewal pipeline in Rent Manager.

Begin renewal workflows according to the approved advance-notice schedule.

Identify upcoming lease expirations.

Generate renewal communications and documentation.

Apply approved rental-rate changes and lease terms according to management directives.

Prepare digital renewal agreements and required addenda.

Track electronic signatures and incomplete renewals.

Follow up with residents until renewal, Notice to Vacate, or escalation.

Ensure executed renewal information and effective dates are accurately reflected in Rent Manager.

Maintain visibility into renewal rates, pending renewals, expirations, and expected move-outs.

Administer approved renewal terms and escalate requests for changes to rents, concessions, or material lease terms according to management directives.

Resident Portal & Digital Adoption

Help residents establish and use the approved resident portal and digital tools.

Provide step-by-step assistance with account setup when necessary.

Encourage electronic payment adoption.

Help residents understand how to submit maintenance requests and communicate digitally.

Troubleshoot basic resident-access issues.

Track portal adoption and identify residents requiring additional assistance.

Help reduce reliance on paper, manual processes, and unnecessary onsite administration.

Community Communications

Draft and distribute approved community communications through appropriate digital channels.

Coordinate communications regarding utility interruptions, planned maintenance, inspections, community projects, office/holiday schedules, emergencies, and other operational matters.

Support standardized communications regarding Community Guidelines when directed.

Maintain records of material community-wide communications.

Coordinate with field personnel to ensure residents receive accurate and timely information.

Routine Maintenance Operations

Service Order Intake & Triage

Receive resident maintenance requests by telephone, text, email , resident portal, and other approved channels.

Ask appropriate diagnostic questions to understand the issue before deploying field resources.

Create complete and accurate Service Orders in Rent Manager.

Obtain photographs and videos from residents when helpful.

Categorize requests according to approved emergency, urgent, and routine maintenance standards.

Identify health, safety, property-damage, utility, or other matters requiring immediate escalation.

Maintain accurate priority, status, ownership, and next-action information.

Internal Maintenance Dispatch

Dispatch appropriate field personnel based on geography, skill set, availability, priority, and workload.

Provide complete Service Order information before dispatch.

Coordinate access between residents and technicians.

Monitor technician workload and open assignments.

Follow up on incomplete and aging assignments.

Escalate resource constraints to field leadership.

Ensure work assignments are captured through the approved system rather than relying on unmanaged verbal or informal assignments.

Vendor Coordination

Coordinate with approved third-party vendors when work exceeds internal capability, capacity, authorization, or required trade expertise.

Obtain quotes when required.

Create or coordinate Purchase Orders according to established procedures.

Schedule vendor access.

Communicate the approved scope.

Monitor progress and obtain completion documentation.

Compare invoices against approved quotes, scopes, Purchase Orders, and available field documentation.

Route invoices through the appropriate approval process.

Escalate discrepancies before payment approval.

Coordinate and verify documentation without independently authorizing expenditures outside established approval limits.

Service Order Lifecycle Management

Review open Service Orders daily and maintain visibility into aging assignments.

Identify stalled work and follow up with assigned personnel.

Update residents regarding material delays or status changes.

Obtain technician notes and completion documentation.

Require photographs or video when required by established procedures.

Verify that system records accurately describe completed work.

Identify recurring repairs or repeat failures for escalation.

Resident Closeout

Contact residents following completion when appropriate.

Confirm that reported issues have been addressed.

Identify incomplete or recurring problems.

Reopen or escalate unresolved Service Orders.

Document resident feedback.

Close Service Orders only after required completion standards have been satisfied.

Required Skills & Qualifications:
3+ years of U.S. residential property-management experience.

Experience in multifamily, manufactured housing, RV, single-family rental, or similar residential property management.

Significant resident-services experience.

Experience with lease renewals and resident retention.

Experience with maintenance dispatch and Service Order/work-order management.

Experience coordinating maintenance technicians, contractors, and vendors.

Experience with resident portals and digital resident communications.

Strong experience with Rent Manager, the company’s property-management software, is highly preferred, particularly with Rent Manager Browser, resident accounts and records, Resident Portal, communications, Service Orders, tasks and queues, notes and history, lease information, lease renewals, digital documents and electronic signatures, vendor records, Purchase Orders, attachments and photographs, workflows, automation, reporting, and dashboards.

Experience building or improving Rent Manager workflows, automated task sequences, and resident-service or maintenance queues is highly desirable.

Experience with Microsoft 365, VoIP/telephone systems, property-management dashboards, AI-assisted workflows, and remote maintenance coordination is highly desirable.

Excellent spoken and written English.

Excellent telephone presence and professional communication skills.

Strong empathy while maintaining accountability and established procedures.

Ability to professionally de-escalate upset residents.

Strong basic understanding of residential maintenance terminology and common repair issues.

Excellent organization and follow-through.

Ability to manage numerous residents, Service Orders, renewals, and open tasks simultaneously.

High integrity and exceptional documentation discipline.

Reliable high-speed internet, dependable computer, professional workspace, and quality headset.

Note: An NBI or police clearance will be required upon acceptance of the job offer.