Tenant Liaison

Location: Pittsburgh, PA
Job Title: Tenant Liaison
Reports To: Property Manager
Employment: Full-time, Exempt

Position Summary

The Tenant Liaison serves as the primary point of contact and resident advocate throughout planned renovation projects. This position is responsible for facilitating clear communication, minimizing disruption to residents, coordinating apartment access and construction logistics, and promoting a positive resident experience throughout the renovation process.

The Tenant Liaison works closely with residents, property management, ownership, general contractors, subcontractors, and maintenance personnel to communicate project expectations, address resident concerns, coordinate unit preparation, and ensure apartments are ready for scheduled construction activities. This role is instrumental in maintaining positive tenant relations, resolving issues proactively, and supporting the timely and successful completion of renovation projects.

Key Responsibilities

1. Resident Relations and Communication

• Serve as the primary point of contact for residents regarding renovation activities, schedules, apartment preparation, and project-related concerns.
• Establish and maintain positive working relationships with residents, property management, ownership, general contractors, subcontractors, and maintenance staff.
• Communicate project updates, expectations, schedule changes, and potential disruptions in a clear, professional, and timely manner.
• Respond to resident questions and concerns with appropriate follow-through.

2. Resident Meetings and Education

• Organize, schedule, and facilitate resident informational meetings to explain the renovation scope, project timelines, apartment turnover process, resident responsibilities, and available support services.
• Explain the anticipated impact of renovation activities on residents, including kitchen and bathroom construction, temporary disruptions, and apartment preparation requirements.

3. Notice Preparation and Distribution

• Prepare, distribute, and explain required resident notices related to renovation activities, and other project-specific notifications.
• Ensure notices are distributed in accordance with applicable requirements, established project schedules, and property management procedures.
• Maintain documentation of notices distributed and follow up with residents to confirm their understanding of important deadlines and construction expectations.

4. Resident Interviews and Needs Assessments

• Conduct individual resident interviews to identify relocation needs, accessibility considerations, special circumstances, and other concerns that may affect the renovation process.
• Document resident-specific needs, concerns, requested accommodations, and agreed-upon action plans.
• Coordinate with property management to evaluate and address requests for assistance or special accommodations.

5. Pre-Construction Unit Inspections and Documentation

• Document existing unit conditions through detailed written notes and photographs, including visible damage, existing deficiencies, and other conditions relevant to the renovation.
• Conduct follow-up walkthroughs before the scheduled construction start date to verify unit readiness and identify conditions that could delay the work.
• Communicate identified deficiencies or concerns to property management and the general contractor for resolution.

6. Construction Preparation and Resident Assistance

• Coordinate with property management and the general contractor to ensure apartments are properly prepared for scheduled renovation activities.
• Assist residents with understanding and completing required preparation activities, including clearing work areas and removing personal belongings from designated spaces.
• Coordinate the provision and distribution of packing materials and provide reasonable packing assistance, as directed by project management.

7. Apartment Access and Contractor Coordination

• Assist with and coordinate scheduled contractor and subcontractor access to resident apartments in accordance with the approved construction schedule and property management procedures.
• Communicate anticipated entry dates, timeframes, work requirements, and access expectations to residents.
• Coordinate entry arrangements with residents and property management to minimize disruption and avoid unnecessary delays.
• Coordinate with contractors and property management to confirm completed work, report access-related issues, and ensure apartments are secured following construction activities.
• Promptly communicate access issues, missed appointments, schedule changes, or other obstacles that may affect project progress.

8. Complaint Management and Issue Resolution

• Receive, document, track, and follow up on resident complaints and concerns related to renovation activities.
• Maintain accurate records using established complaint logs, shared tracking spreadsheets, and approved cloud-based document management platforms.
• Coordinate with property management, contractors, and ownership to facilitate timely resolution of resident concerns.
• Escalate urgent issues, unresolved complaints, safety concerns, and matters requiring management or ownership intervention.
• Monitor outstanding issues through resolution and communicate relevant updates to affected residents.

9. Recordkeeping and Reporting

• Maintain organized, accurate, and current records of resident communications, interviews, inspections, photographs, notices, complaints, accommodations, and project-related action items.
• Utilize company-approved systems and shared platforms to ensure project information is accessible to authorized team members.
• Provide regular updates to property management and project leadership regarding resident concerns, apartment readiness, access challenges, and other matters affecting project execution.
• Protect confidential resident information and maintain records in accordance with company policies and applicable requirements.

10. Pre-Renovation Issue Resolution

• Work with property management to identify and address conditions that may prevent or delay construction, including hoarding, pest infestations, excessive clutter, existing property damage, and other unit-specific concerns.
• Coordinate appropriate follow-up with residents, maintenance personnel, pest control providers, and other service providers as directed.
• Document outstanding issues and communicate their potential impact on construction schedules.

11. Project Coordination Meetings

• Attend regular project coordination meetings with ownership, property management, general contractors, subcontractors, and maintenance personnel as needed.
• Provide updates regarding resident communications, apartment readiness, complaints, access arrangements, and outstanding issues.
• Identify potential scheduling conflicts, resident-related obstacles, and other concerns that may affect project timelines.

12. Other Duties

• Perform other resident relations, administrative, and renovation coordination duties as assigned to support the successful execution of the project.

Qualifications

• Previous experience in a resident-facing role, such as property management, resident services, customer service, community outreach, or construction project coordination.
• Excellent verbal and written communication skills, including active listening, conflict resolution, and the ability to communicate sensitive information professionally.
• Strong interpersonal skills and the ability to establish trust with residents while maintaining appropriate professional boundaries.
• Exceptional organizational skills and attention to detail, with the ability to manage multiple apartments, schedules, resident concerns, and competing priorities.
• Demonstrated ability to exercise sound judgment, resolve routine issues independently, and escalate matters appropriately.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel, as well as shared online document management and tracking platforms.
• Ability to prepare detailed written documentation and take clear, organized photographs of apartment conditions.
• Ability to work collaboratively with residents, property management, ownership, contractors, and other project stakeholders.
• Knowledge of Fair Housing requirements, applicable tenant rights, and resident privacy considerations preferred.
• Previous experience supporting apartment renovations, occupied-unit construction, resident relocations, or multifamily construction projects preferred.
• Valid driver's license and reliable transportation, if travel between properties is required.

Physical Requirements

• Ability to walk and stand for extended periods while conducting apartment inspections and visiting construction areas.
• Ability to navigate multifamily communities, apartment buildings, stairways, and individual residential units.
• Ability to lift and carry light to moderate items, such as packing materials, boxes, and resident support supplies, as needed.
• Ability to work in and around active construction areas while following established safety procedures.
• Ability to travel between project locations, if required.

Work Environment

This position involves regular interaction with residents and construction personnel in occupied multifamily residential communities. The Tenant Liaison must be comfortable working in an active renovation environment, managing competing priorities, and responding professionally to changing construction schedules and resident needs.

Pay: $50,000.00 - $54,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Property management: 1 year (Required)

License/Certification:

• Driver's license (Required)

Ability to Commute:

• Pittsburgh, PA 15213 (Required)

Work Location: In person