Resident Experience Specialist

Company: Prosper Capital (Property Management Division: Prosper Communities)

Location: Cincinnati, OH

Job Type: Full-Time

Compensation

Competitive Hourly Pay (Based on Experience): $6-10 per hour

Quarterly Performance Bonuses

At Prosper Communities, we believe exceptional customer experiences begin with exceptional people. We reward team members who consistently deliver outstanding service, maintain accurate documentation, and contribute to resident satisfaction through performance-based bonus opportunities.

As our company continues to grow, so do the opportunities for career advancement, leadership development, and increased earning potential.

Hiring Company Description

Prosper Communities is the property management division of Prosper Capital and one of the fastest-growing property management companies in the Midwest. We manage apartment communities with a focus on exceptional resident experiences, operational excellence, and continuous improvement.

We're looking for professionals who are passionate about helping people, thrive in organized environments, and enjoy building lasting relationships with customers.

Position Summary

Are you someone who loves staying organized, keeping detailed records, solving problems, and helping people?

Prosper Communities is seeking a highly organized, detail-oriented Resident Experience Specialist to become the primary point of contact for our residents after they move into one of our communities.

This is much more than a customer service position.

You'll build relationships with residents, coordinate move-ins and move-outs, proactively check in throughout the resident journey, document every interaction with precision, and ensure every resident receives an exceptional experience from move-in through lease renewal.

We can teach you property management.

What we're looking for is someone who naturally notices the small details, communicates professionally, stays organized under pressure, and genuinely enjoys helping people.

What Success Looks Like

The Resident Experience Specialist will be expected to:

• Maintain resident satisfaction scores of 4.5 stars or higher
• Achieve Net Promoter Score (NPS) goals of 9+
• Answer inbound calls within two rings
• Respond to resident emails within one business hour
• Maintain detailed and accurate resident documentation in AppFolio
• Complete proactive resident follow-ups on schedule
• Build positive, long-term relationships with residents
• Help improve resident retention across the portfolio

Primary ResponsibilitiesResident Communication

• Serve as the primary point of contact for current residents
• Answer inbound and outbound calls professionally
• Respond promptly to resident emails and inquiries
• Resolve questions and concerns while providing exceptional customer service
• Build long-term relationships with residents throughout their tenancy

Resident Experience

• Coordinate resident move-ins and move-outs with the Leasing Team
• Conduct proactive 7-day resident check-ins
• Complete 90-day resident satisfaction calls and recurring follow-ups every 90 days thereafter
• Administer and monitor Net Promoter Score (NPS) surveys
• Identify opportunities to improve the resident experience

Organization & Documentation

• Maintain exceptionally detailed notes for every resident interaction
• Ensure resident files remain complete, organized, and accurate
• Update AppFolio with timely documentation
• Conduct quarterly resident profile audits to ensure information remains current
• Maintain a strong understanding of lease terms and community policies

Collaboration

• Partner closely with Leasing Specialists and Property Managers
• Communicate resident concerns to appropriate departments
• Help improve internal processes that enhance resident satisfaction

What We're Looking For

We're looking for someone who is naturally:

• Highly organized
• Extremely detail-oriented
• Professional and well spoken
• Customer-focused
• Reliable and accountable
• Comfortable handling multiple priorities
• Confident using technology and CRM software
• A strong communicator both verbally and in writing

Experience in property management is helpful but not required.

We are happy to teach the business to the right person.

Candidates with backgrounds in customer service, banking, insurance, hospitality, healthcare administration, executive support, inside sales, account management, or other detail-oriented administrative roles are strongly encouraged to apply.

Benefits & PerksFinancial Rewards & Growth

• Quarterly Performance Bonuses
• Career Advancement Opportunities
• Leadership Development
• Employee Referral Bonus Program

Work-Life Balance

• Paid Time Off (PTO) that accrues annually
• Paid Holidays
• Sick Leave
• Bereavement Leave

Professional Development

• Paid Training
• Ongoing Coaching & Mentorship
• Access to Industry-Leading Technology
• Opportunities for Growth Within a Rapidly Expanding Organization

Additional Perks

• Award-Winning Company Culture
• Prosper Cultural Award Program
• Recognition Programs for Top Performers
• Collaborative Team Environment

Why Work at Prosper Communities?

Join a fast-growing, award-winning company with expanding bonuses, career growth opportunities, and rewards for top performers.

As Prosper Communities continues to grow, we're committed to creating more advancement opportunities and increasing performance-based rewards for team members who consistently deliver exceptional results.

Schedule

• Full-Time
• Monday–Friday

Equal Opportunity Employer

Prosper Communities is an Equal Opportunity Employer and values diversity at all levels of the organization. We are committed to creating an inclusive workplace where every team member has the opportunity to succeed.

Job Type: Full-time

Pay: $105.00 - $175.00 per hour

Application Question(s):

• Are you a multitasker and can wear multiple hats? Show me a witty answer.

Education:

• Bachelor's (Required)

Experience:

• Admin/Sales: 1 year (Required)

Work Location: Remote