Regional Support Specialist

The Regional Support Specialist (RSS) reports to a Regional Vice President (RVP) and provides floating on-site support to assigned multifamily communities, with a primary focus on resident service, daily operations, move-in and move-out support, service request follow-up, and overall property appearance. The role works closely with property management, maintenance teams, vendors, and centralized support teams to help ensure a positive resident experience and consistent operating standards across assigned properties. Secondary to resident service and operational responsibilities, leasing support, tours, prospect engagement/follow-up and renewal support are provided as needed.

The successful candidate will embody and work to reinforce MAA’s Core Values throughout all aspects of MAA. Those values include:

• Appreciating the uniqueness of each individual
• Communicating openly and with integrity
• Embracing opportunities
• Doing the right thing at the right time for the right reasons

• Provides floating on-site support to assigned multifamily communities within a designated market, hub, region, or division based on business needs, resident volume, property size, and operational priorities.
• Supports daily property operations and resident service activities to help ensure a positive living experience across assigned communities.
• Responds to resident questions, requests, and concerns through phone, email, online platforms, CRM tasks, and other company systems; escalates matters to on-site management when appropriate.
• Monitors resident service requests and follows up on open items, including access issues, package delivery concerns, pest control needs, technology issues, and other resident support requests.
• Performs pre-move-in, move-in, and move-out inspections using company systems, including SightPlan, and documents unit condition and required follow-up.
• Coordinates move-in and move-out support activities, including welcome gifts, move-in orientation, notices to vacate, move-out packets, and related resident communication.
• Works with property management, maintenance teams, vendors, and other business partners to support unit readiness, make-ready activities, service follow-up, and overall property operations.
• Conducts regular property walks to help maintain curb appeal, amenity standards, common areas, models, show units, and tour paths.
• Completes resident and property administrative tasks, including roommate changes, lease-related updates, application processing not handled by centralized teams, and system reviews for accuracy and compliance.
• Supports leasing activity as needed by assisting with self-guided tours, walk-in tours, resident transfer tours, tour preparation, and prospect follow-up, while maintaining primary focus on resident service and operations.
• Performs other related duties as assigned to meet the needs of the business.

• 3-5 years of experience in customer service, administrative support, sales and/or leasing required, or an equivalent combination of education and experience
• Valid driver’s license from state of residence as well as reliable transportation is required

• Multifamily housing or property management industry experience strongly preferred
• Bachelor’s degree preferred
• Bilingual skills preferred
• For South Carolina locations, Property Manager (PM) license by the South Carolina Real Estate Commission preferred

• Customer service and conflict resolution skills, with the ability to respond to resident needs, address concerns, and support positive outcomes.
• Clear and professional verbal and written communication skills, including the ability to communicate with residents, prospects, team members, vendors, and business partners.
• Knowledge of federal, state, and local apartment management laws, regulations, and fair housing requirements.
• Organization, time management, and follow-up skills to manage records, schedules, service requests, resident communications, and daily priorities.
• Critical thinking and problem-solving skills, with the ability to identify issues, recommend solutions, and adjust to changing property or resident needs.
• Ability to work independently with limited supervision while also collaborating effectively with property management, maintenance teams, vendors, and centralized support teams.
• Ability to learn and apply knowledge of assigned communities, including amenities, apartment features, resident service standards, and local market conditions.
• Ability to use multiple technology systems and applications at the same time, including CRM, leasing, service request, collaboration, and artificial intelligence tools.
• Proficiency with Microsoft Office applications, including Word, Excel, Outlook, and PowerPoint.
• Ability to maintain confidentiality, use good judgment, and handle resident, prospect, and company information with appropriate discretion.
• Basic sales and leasing support skills, including the ability to assist prospects, support tours, communicate community features, and encourage continued engagement when needed.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.
• This position requires the ability to occasionally lift office products and supplies, up to 30 pounds.
• This job operates in a professional office environment with occasional exposure to outside weather conditions. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.