Floating Resident Service Specialist - Nashville area

About the role

UDR, Inc. is seeking a Floating Resident Service Specialist to join our team in our Nashville portfolio for 6 properties. This role coordinates responses to resident service issues, tracks and follows up on move-in satisfaction, maintains company customer service standards, and handles various administrative functions associated with residents' needs, Move-In coordination, Onesite responsibilities, concierge-type customer service, and resident activities. The position reports directly to the Community Director, Senior Community Director, or Resident Services Manager.

Responsibilities

• Ensure each new resident has a move-in orientation conducted by appointment
• Contact new residents within seven days of move-in to ensure satisfaction and report any issues
• Scan all required move-in documents into Onesite
• Oversee Pending Tasks in Onesite
• Guide walk-in traffic and minimize wait time
• Handle walk-in resident concerns with the Resident Service Manager and/or Community Director
• Ensure all voicemails, texts, emails and other resident and community communications are checked and responded to within established time guidelines
• Organize incoming packages systematically and distribute as needed
• Work closely with the Business Manager, Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met
• Utilize CRM to effectively manage resident relations, service requests and resident communications
• Walk through move-in ready apartments to ensure they meet standards prior to orientation
• Walk through all amenities daily to ensure they are stocked and in good condition
• Walk problematic areas raised by residents on the day they are reported to ensure deficiencies are addressed
• Follow up with the service team until issues are resolved
• Provide superior customer service to internal and external customers
• Interact with walk-in prospects by showing the property if needed and answering questions about the community
• Receive and greet visitors to the community and answer prospect, resident, and customer inquiries as well as phone calls
• Research and prepare reports, memos, letters, resident correspondence, and other documents using word processing, spreadsheet, database, or presentation software at the direction of the Resident Services Manager or Community Director
• Set up self-guided tours for walk-in prospects and answer questions about the community, lease terms, and local area
• Complete market summary and comp reports as directed
• Comply with all Company policies and procedures related to employment
• Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job
• Perform Resident Service Manager duties in the absence of the Resident Service Manager
• Perform other duties as assigned or as necessary

Qualifications

• High School Diploma or equivalent required
• Associate degree in business administration or equivalent preferred
• Minimum of two years of office experience required
• Minimum of two years' experience in residential properties, rental operations, hotel, or related business operations preferred
• Must have and maintain a valid driver's license

Skills

• Knowledge of organizational policies and procedures
• Ability to apply policies and procedures to solve everyday issues
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Excellent organizational skills
• Ability to perform support assignments requiring some exercise of independent judgment
• Knowledge of community and rental property operations
• Knowledge of Fair Housing laws
• Customer service skills
• Knowledge of principles and methods for showing and promoting property
• Ability to effectively present information to prospective or current residents
• Knowledge of Onesite reporting; office practices and procedures; filing and maintenance of fiscal records
• Detail orientation
• Excellent interpersonal skills, problem solving skills, and decision-making skills
• Ability to meet and deal effectively with clients, associates, and the general public
• Excellent verbal and written communication skills
• Ability to create, compose, and edit written materials
• Ability to establish priorities and coordinate work activities
• Ability to work in conjunction with Company managers, residents, and associates
• Word processing and drafting correspondence skills
• Basic internet experience
• MS Office software applications (Microsoft Office, Word and Excel)
• Knowledge of basic office practices and procedures; filing and maintenance of fiscal records

Physical demands

• Prolonged sitting, some bending, stooping and stretching
• Occasionally lifting files or paper weighing up to 30 pounds
• Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment
• Normal range of hearing and eyesight to record, prepare, and communicate appropriate reports
• Regular and consistent attendance on the job

Working conditions

• Normal office environment
• Must be able to physically access all exterior and interior parts of the community and amenities
• Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous
• Occasional evening or weekend work