Resident Service Specialist

Responsible for coordinating responses to resident service issues, tracking and following up on move-in satisfaction, and maintaining company customer service standards within the community. Handles administrative functions related to residents’ needs, move-in coordination, Onesite responsibilities, concierge-type customer service, and resident activities.

Responsibilities

• Move-In Coordination
  • Conduct move-in orientation by appointment for each new resident.
  • Contact new residents within seven days of move-in to ensure satisfaction and address any issues.
• Onesite Responsibilities
  • Scan all required move-in documents into Onesite.
  • Oversee Pending Tasks.
• Customer Service Administration
  • 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 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 manage resident relations, service requests, and communications.
• Property Condition Oversight
  • 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.
  • Address resident-reported issues on the day they are reported and follow up with the service team until resolved.
  • Provide superior customer service to internal and external customers.
• Back-Up Coverage
  • Interact with walk-in prospects by showing the property and answering questions about the community.
  • Receive and greet visitors, answer inquiries from prospects, residents, and customers, and handle phone calls.
  • Research and prepare reports, memos, letters, resident correspondence, and other documents as directed.
  • Set up self-guided tours, answer questions about the community, lease terms, and the local area.
  • Complete market summary and comp reports as directed.
  • Perform Resident Service Manager duties in their absence.
  • Perform other duties as assigned or necessary.

Requirements

• Knowledge of organizational policies and procedures and ability to apply them to solve everyday issues.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Excellent organizational and interpersonal skills.
• Ability to perform a variety of support assignments requiring independent judgment.
• Demonstrated knowledge of community and rental property operations.
• Knowledge and adherence to Fair Housing laws.
• Customer service skills and knowledge of principles for showing and promoting property.
• Ability to effectively present information to prospective or current residents.
• Knowledge of Onesite reporting, office practices, and procedures.
• Detail-oriented with strong problem-solving and decision-making skills.
• Excellent verbal and written communication skills.
• Ability to create, compose, and edit written materials.
• Ability to establish priorities and coordinate work activities.
• Proficiency in MS Office software (e.g., Microsoft Word, Excel).
• Basic experience with the internet and office practices.

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).
• Valid driver’s license (required).

Physical Demands

• Prolonged sitting, some bending, stooping, and stretching.
• Occasional lifting of files or paper weighing up to 30 pounds.
• Eye-hand coordination and manual dexterity sufficient to operate office equipment.
• Normal range of hearing and eyesight to record, prepare, and communicate reports.
• Regular and consistent attendance on the job is essential.

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 or hazardous.
• Occasional evening or weekend work.

Benefits

• Medical, Dental, and Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match