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Position:
Resident Communications & Experience Specialist
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Job Id:
2955
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# of Openings:
1
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Join our team as our Resident Communications & Experience Specialist!
At Gorman & Company, we believe every resident deserves to be heard and treated with respect- especially when issues arise. We're looking to add a Resident Communications & Experience Specialist to our team! This person will need to remain calm under pressure, professionally navigate difficult conversations, and help resolve concerns with empathy and efficiency. This role is about showing up for the resident when they may be at their most frustrated & helping to find solutions.
This is a fully remote position that is focused on high-level customer service and reputation management across our affordable housing portfolio. You'll handle escalated resident concerns, support on-site teams, and manage online feedback and public responses.
What You'll Do:
- Respond to resident and applicant phone calls, emails, and portal messages- assist with resolving any frustrations, urgent requests, or complex issues
- De-escalate situations with patience and professionalism, focused on timely resolutions
- Act as a liaison between residents and on-site property teams, following up to ensure accountability and resolutions of concerns
- Track, document, and follow up on ongoing or repeated issues across multiple properties
- Monitor and respond to online reviews and feedback (Google, Yelp, etc.) in a consistent, and professional tone
- May occasionally assist with internal communications such as memos or team updates
What You'll Bring:
- Two years of customer service experience or resident relations experience in Property Management
- Excellent verbal and written communication skills; ability to stay composed under pressure
- Comfortable handling complaints and conflict directly in a professional manner
- Strong organizational and follow-up skills, especially when juggling multiple open issues
- Experience using customer support platforms, CRMs, or ticketing systems is a plus!
- Ability to work independently and collaborate remotely across departments and teams
Why Join Us?
- Competitive salary based on experience starting at $25.46-$38.46 per hour!
- Health and Wellness: Medical, dental, vision, long and short-term disability, life, pet insurance, and more!
- Time Off: 18 days PTO, 11.5 paid holidays, and paid parental leave
- Retirement Savings: 401K with up to a 6% company match!
Ready to make a real impact? This role is ideal for someone who is resilient, service-driven, and takes pride in being the calm in the storm. If you are ready to be a voice of support for residents, we encourage you to apply today!
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Pay Range: $25.46 - $38.46 per hour
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Apply for this Position
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Gorman & Company
parental leave, paid holidays, 401(k)
Aug 08, 2025