Resident Service Specialist

About the role

Reports directly to Community Director, Senior Community Director or Resident Services Manager.

Responsibilities

• Coordinate responses to resident service issues and track move-in satisfaction.
• Conduct move-in orientations by appointment and contact new residents within seven days to ensure satisfaction and report issues.
• Scan required move-in documents into Onesite and oversee pending tasks.
• Guide walk-in traffic, minimize wait times, and handle resident concerns with the Resident Service Manager and/or Community Director.
• Check and respond to voicemails, texts, emails, and other resident and community communications within established time guidelines.
• Organize and distribute incoming packages systematically.
• Work closely with the Business Manager, Centralized Admin, Centralized Sales, and Renewal teams to meet leasing and renewal goals.
• Utilize CRM to manage resident relations, service requests, and communications.
• Walk through move-in ready apartments to ensure standards are met before 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 and follow up with the service team until resolved.
• Provide superior customer service to internal and external customers.
• Interact with walk-in prospects by showing the property and answering questions about the community.
• Receive and greet visitors and answer inquiries from prospects, residents, and customers.
• Research and prepare reports, memos, letters, resident correspondence, and other documents using word processing, spreadsheet, database, or presentation software.
• Set up self-guided tours 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.

Requirements

• 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 a variety of support assignments requiring some exercise of independent judgment.
• Demonstrated knowledge and familiarity with community and rental property operations.
• Must know and follow Fair Housing laws.
• Demonstrated skills with customer service.
• 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.
• Must be detail-oriented.
• 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.
• Skilled in word processing, drafting correspondence and memoranda.
• Attention to detail and basic experience with the internet.
• MS Office software applications required (e.g., Microsoft Office, Word and Excel).
• Knowledge of basic office practices and procedures; filing and maintenance of fiscal records.

Education and Experience

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

Physical demands

• Requires prolonged sitting, some bending, stooping, and stretching.
• Occasionally lifts files or paper weighing up to 30 pounds.
• Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
• Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.
• Regular and consistent attendance on the job is an essential function.

Working conditions

• Normal office environment.
• Incumbents 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.