Gray Capital · 13 hours ago
Resident Experience Coordinator
Indianapolis, IN
Full-time
Hybrid
Mid Level
3+ years expGray Capital is seeking a Resident Experience Coordinator to enhance resident engagement and satisfaction. This role involves managing resident experiences from move-in to renewal, addressing concerns, and collaborating with various teams to improve resident relationships and retention.
Real Estate
Responsibilities
Welcome new residents through proactive outreach, introducing the Care Team and available support channels
Conduct hospitality-driven check-ins during the first 2–3 weeks to ensure a smooth transition
Partner with on-site teams to share insights related to move-in readiness, unit condition, and service standards
Review move-in surveys, resident feedback, and online reviews — responding to all reviews under 3 stars with care and professionalism
Manage upcoming lease expirations across assigned communities with timely, proactive outreach
Conduct value-based renewal conversations using market and AIRM insights
Coordinate renewal pricing, terms, and availability with Regional and on-site teams
Track renewal metrics, trends, and retention performance for leadership reporting
Serve as a primary point of contact for escalated or sensitive resident concerns
Investigate issues by reviewing resident history and collaborating with site teams
Provide timely, empathetic follow-up to ensure resolution within service standards
Maintain detailed documentation to support compliance and quality assurance
Contact residents regarding outstanding balances with empathy and clarity
Offer guidance on payment plans and connect residents to available resources
Partner with site teams and Regional leaders to share insights and next steps
Document all interactions accurately to maintain account integrity
Attend resident events, community gatherings, and on-site activities
Conduct in-person renewal conversations or care case follow-ups when needed
Support resident transfers by clearly communicating expectations and next steps
Prepare summaries, trends, and insights for leadership review
Ensure all resident interactions are accurately documented in OneSite
Conduct periodic audits of renewal files, care cases, and communication logs
Ensure compliance with company policies and Fair Housing regulations
Identify early indicators of service or operational gaps and recommend solutions
Partner with Operations, Leasing, Maintenance, Marketing, and Leadership teams
Support new initiatives, policies, and technologies that enhance the resident experience
Maintain and refine communication templates and engagement workflows
Participate in training, coaching, and professional development
Contribute to best practices, process improvements, and internal training over time
Qualification
Required
3+ years of experience in property management, leasing, or resident relations
Strong communication skills with a customer-first mindset
Excellent organization, follow-through, and problem-solving abilities
Ability to work independently while managing multiple priorities
Proficiency with property management software and Excel
Willingness to travel as needed
Company
Gray Capital
Gray Capital is a commercial real estate investment and asset management firm.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Spencer Gray
CEO
Alexandra Gray
Chief Operating Officer, Principal, Founder
Recent News
Company data provided by crunchbase