Resident Services Specialist

As the Resident Services Specialist, you are a team builder who provides support, mentorship, and direction to ensure a high level of Resident Engagement.Your mission will be to create the greatest possible living experience. As a successful Resident Services Specialist, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver exceptional resident experience.

REPORTS TO: Community Manager

HOW YOU WILL CONTRIBUTE:

Customer Service:

• Creates a sense of community and an outstanding living experience for residents setting a Service Excellence
• Ensure all resident interactions are handled in an efficient and customer-service forward manner. Follow up with residents to confirm customer satisfaction.
• Manage all resident move-ins, service requests and in-person resident interactions, including ensuring all resident complaints are resolved, follow-up is conducted and documented (apartment ratings).
• Ensure all information, move-in packets and keys are prepared prior in advance, as well as verify function of keys and assignment of parking spots.
• Acts as first level of contact for all resident inquiries, service requests and concerns
• Creates a sense of community and an outstanding living experience for residents
• Resolution driven and promote positive, proactive resident relations
• Mediate residents' conflicts and provide recommended alternative solutions to management for consideration
• Efficiently handle resident requests and complaints

Sales and Marketing:

• Responsible for the property's satisfaction score on and promoting a positive customer experience. Work with our residents to have them post their positive experiences.
• Collect prospect information and Conduct tours of the property if necessary. Answer any calls or inquiries about property.

Operations:

• Conduct daily meetings with the Maintenance staff to confirm all move-out inspections are scheduled, walked, and ready for the soda process. Including assisting in getting invoices for the sodas.
• Inspect property regularly to ensure that all common areas are clean, and amenities are in working order.
• Ensure parking assignments are enforced.
• Assist with ledger reviews, ledger credits, PQ notices and other overflow items from the Community Manager.
• Monitor all online web calls that come in through Yardi Voyager. Help close work orders in the system and complete follow-up calls to ensure each work order is complete to our resident's satisfaction.
• Maintain knowledge of and application of GHP Management policies and procedures as well as property community policies.
• Responsible for reporting any unusual or extraordinary circumstances regarding the residents or the property to the Community Manager. Function as liaison, and work closely with Courtesy Patrol.
• Effectively communicates with residents on the status of maintenance work orders placed. Maintain follow-up logs for maintenance requests and new move-in satisfaction calls. Maintain log of both in-person and phone interactions regarding resident issues and follow-up.
• Verify refreshment supplies are stocked for the resident lounge daily and create list of items needed to be re ordered
• Able to work independently

CORE COMPETENCIES:

• Customer- Centric: Desire to deliver an exceptional resident and colleague experience in a fast-paced, high-energy environment. Personable, positive, team-oriented mindset
• Leadership: Ability to inspire and lead others to goal achievement through day-to-day interaction.
• Problem Solving: Uses logic and reasoning to identify solutions and seek alternative conclusions or approaches to problems.
• Communication - Communicates with supervisors, peers, and subordinates by providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. Ability to understand basic instructions either verbal or written.
• Conflict Resolution - Has an ability to remain calm during difficult situations, resolve conflicts and negotiate with others handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Organization and Project Management - Organizes, plans, and prioritizes work. Ability to multitask, work independently, manage competing requests and priorities as well as being on time and reliable.

PROFESSIONAL REQUIREMENTS:

• High school diploma or equivalent experience
• 2-5 years' experience within a customer service management capacity within Property Management and or similar role in other customer facing environments with at least 3 years of non-management customer service responsibilities.
• Knowledge of Fair Housing preferred
• General computer skills required

PHYSICAL REQUIREMENTS:

• Regular and physical attendance is required.
• Frequently move/traverse, ascend/descend stairs in/around apartment homes and community
• Constantly positions self to bend, stoop, reach, lift
• Occasionally lift/move/carry up to 25lbs with/without assistance
• Frequently lift/move/carry 5lbs
• Constantly communicate, converse and exchange information with coworkers, vendors, residents and visitors
• Ability to remain in a stationary position for extended periods of time
• Ability to observe details at close range (within a few feet of the observer).
• Constantly operates computer, 10-key and other office productivity machinery.
• Constantly works in low to moderate noise levels
• Must pass background and drug test screening

SALARY RANGE:

$26-27/hour DOE

Benefits:

• 100% Employee coverage options for Medical, Dental, Vision.
• 401(k) plan with employer match
• Robust Paid Time off benefits: Vacation, Sick Days, Holidays and Personal Days.
• Employee Assistance program
• Tuition Assistance
• Dependent Care and Medical Flexible Spending Accounts
• Life & AD&D Insurance
• Pet Insurance
• Employee Exclusive Discounts
• Lucrative referral bonus program