Key Responsibilities and Required Skills for Community Advisor

🎯 Role Definition

A Community Advisor is a resident-facing specialist who builds inclusive, safe, and engaged living environments by combining superior customer service, lease administration, community programming, and operations coordination. This role balances frontline resident interaction (leasing tours, move-in/move-out, conflict mediation) with backend responsibilities (rent collection, maintenance coordination, compliance reporting) to deliver measurable improvements in resident satisfaction and retention. Ideal candidates are service-oriented, organized, tech-savvy with experience in property management or residential life.

📈 Career Progression

Typical Career Path

Entry Point From:

Resident Assistant / Resident Advisor in student housing
Leasing Consultant or Front Desk Associate
Customer Service Representative in real estate or hospitality

Advancement To:

Senior Community Advisor / Community Manager
Assistant Property Manager or Leasing Manager
Resident Services Manager / Area Manager

Lateral Moves:

Resident Engagement Specialist
Community Programming Coordinator

Core Responsibilities

Primary Functions

Conduct leasing tours, qualify prospective residents, explain lease terms and community policies, and complete lease-signing processes with accuracy and HIPAA/FERPA or privacy considerations where applicable.
Serve as the first point of contact for residents, promptly responding to inquiries via phone, email, portal, and in-person, and documenting all communications in the property management system to ensure consistent follow-up.
Manage move-in and move-out processes including unit inspections, key issuance/collection, coordinating cleaning and turnover, and producing accurate condition reports to support security deposit reconciliation.
Coordinate and prioritize maintenance requests, submit work orders, follow up with vendors and technicians, and ensure timely completion while communicating status updates to residents.
Proactively resolve resident conflicts and conduct mediation with residents and roommates to de-escalate disputes and enforce lease terms with professionalism and empathy.
Drive resident retention initiatives by analyzing renewal opportunities, offering lease renewal options, preparing retention packages, and tracking renewal conversion metrics.
Execute community outreach and engagement programs: plan, promote, and host monthly events, workshops, and resident activities designed to build community, increase satisfaction, and improve Net Promoter Score (NPS) and resident retention.
Perform rent collection duties including posting payments, managing delinquencies, issuing late notices, coordinating payment plans, and escalating serious delinquencies to management or legal as needed.
Maintain accurate resident records in property management software (e.g., Yardi, AppFolio, Entrata), update leasing files, and prepare compliant documentation for audits and inspections.
Implement and maintain community safety and emergency protocols, act as on-call support when scheduled, and coordinate with security, law enforcement, or emergency services as necessary.
Monitor building and common area cleanliness, coordinate vendor services (janitorial, landscaping), and escalate facilities concerns to the maintenance or property operations team.
Conduct market research and competitor analysis to support pricing, promotions, and occupancy strategies; provide weekly KPI reports on occupancy, tours, conversion, and retention.
Facilitate resident move-out billing and security deposit reconciliation by preparing itemized charges, coordinating vendor invoices, and communicating outcomes to residents within established timeframes.
Screen prospective residents using background checks and credit reports following fair housing laws and company policy, and maintain objective documentation for applicant decisions.
Create and distribute clear, on-brand community communications including newsletters, bulletin posts, social media updates, and portal announcements to keep residents informed and engaged.
Train and mentor new front-line team members, interns, or resident assistants on leasing processes, community policies, safety protocols, and customer service standards.
Enforce community policies, conduct routine inspections for lease compliance (noise, occupancy limits, prohibited items), and document incidents and outcomes in accordance with company policy.
Support move-in coordination for group arrivals or peak leasing periods by organizing logistics, staffing, and supplies to ensure a smooth resident experience.
Manage package handling and mailroom operations, log deliveries, coordinate with carriers, and communicate pick-up procedures to residents to reduce shrinkage and complaints.
Collaborate with marketing and leasing leadership to execute digital listing updates, photo refreshes, virtual tour content, and promotional campaigns to drive lead generation.
Produce regular operational reports (occupancy, delinquency, maintenance backlog, resident satisfaction) and use data to propose improvements to community operations and resident experience.
Ensure compliance with local housing regulations, ADA requirements, safety codes, and company standards; participate in safety audits and implement corrective actions promptly.
Participate in budget tracking for community events, petty cash disbursements, and small operational purchases while maintaining receipts and reconciliation records.
Coordinate roommate matching initiatives for shared units to optimize occupancy and reduce friction among cohabitating residents.

Secondary Functions

Support ad-hoc reporting requests for regional managers and deliver insights on resident satisfaction, occupancy trends, and lease renewals.
Assist the marketing team with resident testimonials, video content, and social media campaigns that highlight community culture and increase inbound leads.
Help design and implement resident feedback loops, surveys, and focus groups; synthesize results into actionable recommendations for management.
Contribute to continuous improvement projects such as onboarding checklists, SOPs for move-in/move-out, and resident welcome kits.
Serve as backup for front desk or leasing reception during staff shortages or peak traffic periods, maintaining service level standards.

Required Skills & Competencies

Hard Skills (Technical)

Proficient with property management platforms such as Yardi, AppFolio, Entrata, RealPage, or similar CRM systems for leasing, renewals, and resident records.
Skilled in Microsoft Office (Excel for reporting, Word for documentation) and Google Workspace for day-to-day operations and KPI tracking.
Experience with tenant screening tools (background and credit check platforms) and knowledge of fair housing compliance.
Basic bookkeeping and rent accounting skills: posting payments, reconciling ledgers, preparing delinquency reports, and handling security deposit accounting.
Familiarity with social media and digital listing platforms (Facebook, Instagram, Zillow, Apartments.com) to support community marketing and lead generation.
Ability to create and interpret operational reports and dashboards (occupancy, renewal rates, maintenance backlog, NPS).
Knowledge of building systems, basic maintenance terminology, and vendor coordination workflows to manage work orders effectively.
Experience drafting formal notices, incident reports, and lease addenda with attention to legal accuracy and company policy.
Event planning and logistics management for resident programming, including budgeting, vendor contracting, and RSVP management.
Working knowledge of local housing ordinances, ADA accessibility requirements, privacy laws, and safety/fire code basics.

Soft Skills

Exceptional customer service and resident relations skills with a friendly but professional demeanor.
Strong verbal and written communication — able to compose clear resident notices, marketing copy, and internal reports.
Conflict resolution and mediation skills with the ability to de-escalate tense situations and negotiate fair outcomes.
High emotional intelligence, empathy, and cultural competence when working with diverse resident populations.
Time management and prioritization skills to balance leasing, maintenance, events, and administrative work under tight deadlines.
Problem-solving mindset and adaptability when responding to on-site emergencies or unexpected operational challenges.
Attention to detail for accurate lease documentation, move-in checklists, and financial postings.
Team player who collaborates effectively with maintenance, marketing, regional management, and external vendors.
Initiative and ownership — identifies operational gaps and proposes process improvements to increase resident satisfaction.
Professional discretion and integrity when handling confidential resident information and sensitive situations.

Education & Experience

Educational Background

Minimum Education:

High school diploma or equivalent required.

Preferred Education:

Associate's or Bachelor's degree in Business Administration, Hospitality Management, Communications, Human Services, or a related field preferred.

Relevant Fields of Study:

Business Administration
Hospitality Management or Hotel Administration
Communications / Public Relations
Human Services / Social Work
Urban Planning or Real Estate

Experience Requirements

Typical Experience Range:

1–4 years of resident-facing experience in property management, student housing, hospitality, or customer service roles.

Preferred:

2–5 years in multifamily leasing, student housing, residential life, or community management with demonstrated success in leasing, resident retention, and event programming. Experience with Yardi/AppFolio/Entrata and knowledge of local housing regulations strongly preferred.