The Resident Services Coordinator is accountable for the consistent execution of resident-facing service, communication, and coordination across Augusta Rental Homes’ portfolio. This role exists to ensure residents, prospects, and vendors are supported professionally, promptly, and effectively through a centralized, reliable point of contact.

This is a unique, service-centered role designed to ensure Augusta Rental Homes is always accessible and responsive. The Resident Services Coordinator serves as the primary frontline representative of the company—answering incoming calls, assisting residents in real time, and resolving or coordinating needs without unnecessary transfers, delays, or handoffs.

The Resident Services Coordinator supports the health of operations by managing resident communication, coordinating key processes such as move-ins, move-outs, renewals, and payment-related workflows, and maintaining strong communication between residents, internal teams, and vendors. This is an execution role, not a decision-making role. Success is measured by responsiveness, service quality, process execution accuracy, documentation quality, and the reliability of resident support operations.

• Customer Service and Communication: Ensure a high level of customer service and communication with residents and owners.

• Answering Phones: Ensure all incoming calls to the company are answered in a timely manner. All phone conversations are to be handled with customer service in mind. Make sure the purpose of all phone calls is fulfilled. Park calls, take messages, and create call-back tasks when necessary.

• Property Manager Assistance: You provide high-quality support to the property managers by providing as much resident service as possible for questions and requests pertaining to our lease & company policies, as well as receiving and inputting maintenance requests.

• Move-In and Move-Out Coordination: Initiate all processes for move-ins and move-outs. Follow set processes and do not deviate from those. Make sure timely and proficient communication with residents and portfolio managers takes place. Conduct move-in, move-out, and rent-ready inspections to verify unit condition and ensure readiness for occupancy.

• NSF Process: Follow set processes and do not deviate from those. Ensure timely communication, NSF fee application, and late fee application when applicable.

• Financial: Ensure that all funds are acquired accurately and in a timely manner in accordance with leasing terms. These funds include lease admin fees, security deposits, NSF fees, late fees, and rent.

• Effective Use of Company Software Programs: Utilize various software tools, including Notion, Lead Simple, and Buildium, to manage and track operations effectively.

• Fair Housing Policies: Ensure compliance with all local, state, and federal fair housing laws and Augusta Rental Homes' policies.

• Low-Income Housing: Collect and review all required Low-Income Housing Tax Credit (LIHTC) documentation to ensure accurate application processing and compliance approval.

• Process and administer housing voucher documentation in accordance with applicable program guidelines.

The qualified applicant will understand and apply quality communication with residents to give comprehensive answers that follow company policy while providing a premier experience to residents for moving in and moving out of our residential properties.

To meet this goal, the qualified applicant will possess:

• Proven experience in a receptionist or customer service position, including experience in single-family and multi-family property management environments.

• Strong organizational skills and the ability to function in a fast-paced environment.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.

• Knowledge of local housing provisions and federal fair housing laws.

• Proficiency in computer systems and software used in leasing and property management.

• Treating people with respect.

• Communications- Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.

• Problem Solving- Identifies problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Resolves problems in early stages. Works well in group problem-solving situations. Reacts well under pressure. Relates and interacts well with all types of people.

• Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Motivates others to perform well. Approaches assigned tasks enthusiastically and with vigor.

• Ability to read and comprehend resident lease ledgers in conjunction with lease agreements to answer resident questions.

• Must be able to pay attention to detail.

• Comprehension of federal fair housing laws and any applicable local housing provisions.

• Must be highly proficient in computer use and have professional phone skills.

Physical Requirements

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Required to stand, walk and sit; talk or hear, both in person and by telephone; use hands to finger, handle or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and occasionally lift up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus. Must have the ability to operate a vehicle to visit and perform property inspections.

Augusta Rental Homes is the highest-rated and largest property management company in Augusta, GA. Founded in 2014, our company continues to experience tremendous growth as we pursue our mission of "Raising the Standard & Expectations of Property Management."

Join a dedicated team of experienced, passionate people as we innovate property and asset management. We strive to deliver top-tier service to our residents and team through our “Triple Win” philosophy—guiding decisions that benefit residents, owners, and employees alike. We’re proud of our culture, strong work ethic, and commitment to doing things the right way. We are excited to bring on new, great people to be a part of a growing team. Our core values are Unified, Teachable, Consistent, and Professional.

Company benefits include:

• Health insurance plans with company contributions

• 401(k) and 5% match for eligible team members

• Paid time off and paid holidays

• Fuel Stipend for business travel