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

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.