Resident Success Assistant

About the job

Resident Success Assistant

Location: 822 Kumho Dr, Suite 201, Fairlawn, OH 44333

Position Type: Part-time, in office (ideal hours are Monday-Friday 10am to 3pm)

Compensation: $15-18/hour, commensurate with experience

Reports To: Resident Success Coordinator

Role Summary

The Assistant handles front desk service, calls, payment intake, and assigned administrative work. The Coordinator directs and checks daily work; the Manager retains exception approvals and formal personnel decisions.

Responsibilities

• Answer and direct incoming calls; greet and assist office visitors.
• Receive and record resident payments under CRPM procedures and assigned AppFolio permissions; verify the resident, property, amount, and receipt. Report discrepancies to the Coordinator before making corrections.
• Manage front desk email and communication channels.
• Schedule and confirm inspections, walk-throughs, and resident appointments at the Coordinator’s direction after confirming the responsible department’s availability.
• Send and track approved routine reminders and policy updates. Assist with legal/adverse notices only after Coordinator verification and Manager approval; save delivery evidence.
• Collect proposed payment dates and amounts and send requests to the Coordinator. Relay only documented approved terms; do not promise approval, change terms, or waive charges.
• Relay payment issues, broken arrangements, complaints, missing records, and deadline concerns to the Coordinator by the same business day; flag urgent matters immediately.
• Maintain resident files and assigned AppFolio entries; record contacts, upload supporting documents, and update assigned tasks. Report uncertain or conflicting information before changing the record.
• Provide administrative support and follow daily priorities assigned by the Coordinator. Flag unfinished work before the deadline and request clarification when instructions conflict.

Work direction and escalation

The Coordinator assigns, trains, checks, and coaches daily work. If unavailable, contact the Manager, or the Director of Operations until a Manager is established.

Immediately alert the Coordinator and Manager to safety threats, suspected fraud/data exposure, accommodation/discrimination concerns, bankruptcy/attorney contacts, or legal deadlines at risk. If unavailable, contact the Director; follow emergency or Maintenance procedures when applicable.

Obtain approval for plans, credits, waivers, ledger corrections, portal restrictions, legal notices, settlements, and referrals. Record facts, deadline, and person notified; confirm urgent escalations are received.

Pay: $15.00 - $18.00 per hour

Expected hours: 10.0 – 15.0 per week

Work Location: In person