Resident Move-In Coordinator - Relations Specialist

The Move-In Coordinator / Relationship Specialist plays a critical role in delivering an exceptional onboarding and ongoing customer experience for residents and their families. This role serves as the primary point of contact once a family decides to move forward with residency, coordinating all aspects of the move-in process while also supporting ongoing family engagement and satisfaction. Working closely with the Marketing Director, Executive Director, and care teams, this position ensures smooth transitions, clear communication, and strong long-term relationships. Core Responsibilities – New Resident Onboarding & Move-Ins · Serve as the primary point of contact for families from deposit through move-in completion. · Coordinate move-in logistics including timelines, apartment readiness, keys, welcome materials, and move-in day support. · Guide families through completion of all required paperwork, contracts, and compliance documentation. · Communicate move-in details to internal teams (nursing, dining, maintenance, housekeeping, activities). · Ensure apartments are move-in ready and aligned with resident needs. · Conduct pre-move-in check-ins and post-move-in follow-ups to ensure a smooth transition. · Maintain accurate documentation within CRM or resident management systems. Core Responsibilities – Family & Resident Relationship Management · Serve as an ongoing point of contact for existing residents and families regarding experience, communication, and engagement. · Proactively address concerns or dissatisfaction and coordinate resolution with leadership. · Conduct resident and family satisfaction surveys and share insights with leadership. · Build strong, trust-based relationships with residents and families. · Act as an advocate for residents and families while balancing operational realities. Communication, Engagement & Experience Enhancement · Create and distribute regular family communications such as newsletters, updates, and announcements. · Inform families of new programs, dining enhancements, activity upgrades, and community initiatives. · Support community events, family nights, and resident celebrations. · Collaborate with Activities and Dining teams to promote engagement opportunities. · Represent the community with professionalism, warmth, and consistency. Administrative & Compliance Responsibilities · Maintain organized and compliant resident records. · Ensure onboarding documentation meets state and community requirements. · Support surveys, audits, and inspections as needed. · Track move-in metrics, satisfaction trends, and feedback. Minimum Qualifications · 2+ years of experience in senior living, hospitality, healthcare, sales support, or customer experience roles. · Strong interpersonal, communication, and organizational skills. · High emotional intelligence and problem-solving ability. · Comfort working with families during emotional transitions. · Proficiency with CRM systems, Microsoft Office, and basic data tracking. · Ability to manage multiple priorities in a fast-paced environment. Preferred Qualifications · Experience in assisted living or memory care communities. · Background in customer success, onboarding, or hospitality. · Familiarity with Utah assisted living regulations. · Event coordination or communications experience. Professional Expectations · Maintain a professional appearance and demeanor at all times. · Demonstrate empathy, accountability, and follow-through. · Maintain confidentiality and professionalism with sensitive information. · Be flexible with schedule to support move-ins and family needs. · Actively contribute to a positive, resident-centered culture. Job Type: Full-time Pay: $18.00 - $22.00 per hour Benefits: Dental insurance Health insurance Paid time off Vision insurance Work Location: In person