Job Description

Resident Experience Specialist responsible for managing the holistic experience of residents, ensuring personalized and timely service aligned with the highest standards. This role blends hospitality best practices with residential property management to enhance resident satisfaction, retention, and loyalty.

Responsibilities

- Act as the primary point of contact for residents, providing close, personalized, high-standard service.
- Manage inquiries, requests, requirements, and complaints, ensuring effective tracking and resolution.
- Maintain ongoing communication with residents to build trust and rapport.
- Anticipate needs and identify opportunities to improve the service experience.
- Implement recovery actions for critical situations or dissatisfied experiences.
- Propose continuous improvement plans and follow up on critical cases.
- Coordinate community activities, events, and initiatives to strengthen resident engagement.
- Encourage resident participation in available spaces, services, and benefits.
- Collect relevant information on community expectations, preferences, and needs.
- Conduct one‑on‑one meetings with residents to listen and address matters promptly.
- Transmit agreements via the Resident Portal to ensure traceability and backing.
- Respond to incoming messages and survey results, taking action as needed.
- Coordinate with internal teams and external vendors for correct execution of requests and services.
- Continuously monitor commitments made to residents.
- Provide operational support when required to maintain service continuity and quality.
- Execute emergency plans directed by PM‑RPM and press protocols when necessary.
- Monitor satisfaction, experience, and quality service indicators.




- Prepare reports and pinpoint improvement opportunities based on resident feedback.
- Participate in initiatives to strengthen the value proposition and resident experience.
- Develop work plans and track progress to drive continuous improvement.

Qualifications

- Academic: Bachelor’s degree or higher technical qualification. Desired fields include Hospitality Administration, Tourism and Hospitality, Public Relations, Industrial Engineering, Business Administration, Strategic Communication, Service Marketing, or related customer‑experience careers.
- Experience: 3–5 years in customer‑experience, hospitality, or premium service roles; experience in personalized customer service at high standards; expertise in resolving complex requests; coordination of activities, events, or client experiences.
- Technical Skills: Intermediate or advanced English; familiarity with CRM and customer‑management platforms; knowledge of Customer Journey mapping; complaint management and service recovery; proficiency with satisfaction and experience metrics; intermediate Microsoft Office; report creation and indicator tracking; use of technology tools for client management.

Benefits

Competitive compensation, discounts, partnerships, and opportunities for professional development within one of the world’s largest real‑estate companies.

Location & Work Arrangement

100% in‑person work. Initial location: Las Condes. Subsequent assignments may involve different company projects.

Legal Notice

Greystar will never request your banking details or other sensitive personal information during the interview process. Interviews are not conducted via text or messaging; all communication will come from official Greystar email addresses (@greystar.com). Report any suspicious requests immediately to

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📌 Resident Experience Specialist (Santiago)
🏢 Greystar
📍 Santiago