Resident Service Specialist

UDR is seeking a Resident Service Specialist to join our team at Columbus Square (710 units) located in NY.

About the Role

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. This role involves completing various administrative functions related to residents’ needs, move-in coordination, Onesite responsibilities, concierge-type customer service, and resident activities to ensure high-quality resident customer service.

Responsibilities

• Move-In Coordination
  • Ensure each new resident receives a move-in orientation by appointment.
  • Contact new residents within seven days of move-in to ensure satisfaction and report 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 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 manage resident relations, service requests, and resident 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.
  • Walk problematic areas reported by residents on the day they are reported to ensure deficiencies are addressed.
  • Follow up with the service team until issues are resolved.
• Back-Up Coverage
  • Interact with walk-in prospects by showing the property if needed 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 skills and ability to perform a variety of support assignments requiring independent judgment.
• Demonstrated knowledge and familiarity with community and rental property operations.
• Knowledge of Fair Housing laws.
• Strong customer service skills and ability to effectively present information to residents.
• Knowledge of Onesite reporting, office practices, and procedures.
• Detail-oriented with excellent interpersonal, problem-solving, 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.
• Proficiency in MS Office software (e.g., Microsoft Word, Excel).

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.