Senior Resident Services Associate

About the role

As a Senior Resident Services Associate, you will be an integral member of the team that provides an exceptional customer experience for our Residents. You will warmly and professionally manage move-in/outs, resident retention initiatives, collections on delinquent accounts, resident communications, and escalated maintenance service requests at the International property in Kansas City, MO.

This is a full-time, benefits-eligible role with a pay rate of $22/hour. The Senior Resident Services Associate brings positive energy to each conversation, resolves issues quickly and effectively, and provides our Residents with personalized and attentive service to ensure their entire residential experience with Mac is enjoyable.

Responsibilities

• Demonstrate initiative, personal awareness, professionalism, integrity, and confidentiality in all areas of job performance.
• Project a professional image and demeanor.
• Maximize resident satisfaction by delivering prompt and courteous services that consistently exceed industry standards.
• Handle conflict resolution by investigating and resolving resident complaints in a timely manner.
• Oversee all move-in processes within the assigned portfolio including scheduling move-in appointments, new resident orientation, accepting rent payments, and issuing keys.
• Monitor resident account status, initiate delinquency calls on a timely and recurring basis, deliver 5-day notices for non-payment of rent, and appear in court for eviction cases if needed.
• Oversee all move-out processes within the assigned portfolio, ensuring rent is assessed and there is no disruption to any new resident move-in.
• Participate in ongoing resident relations, including partnering with maintenance to proactively identify building improvements and addressing trends in resident survey scores related to maintenance work orders and move-ins.
• Track progress, completion, and resident satisfaction on high-priority and emergency work orders and service requests within the assigned portfolio by contacting residents to ensure their needs have been successfully addressed.
• Perform other related duties and assignments as required.

Qualifications

• Exceptional customer service and follow-through skills.
• Leasing or customer service experience preferred.
• Multi-family property management experience is a plus.
• Outgoing personality—enjoys interaction with residents.
• Strong computer skills including Microsoft Office proficiency; experience with Salesforce preferred.
• Organizational skills to prioritize effectively, monitor multiple simultaneous projects, and meet deadlines.
• Ability to retain composure within an occasionally stressful environment.
• Strong communication skills, both oral and written.
• Ability to walk and stand for more than 2 hours per day.
• Available to work Monday through Friday, 9 AM–6 PM, and occasional weekends.

Benefits

• Robust benefits package including medical, vision, and dental insurance.
• 401(K) retirement plan.
• 30% rent discount for full-time employees.
• Educational reimbursement.
• Opportunities for professional development and career growth.

Pay

$22/hour.

Schedule

Full-time, Monday through Friday, 9 AM–6 PM, with occasional weekends.

About Mac

We believe that the quality of one’s life is directly related to the quality of one’s home. Since 2002, we have been creating rental homes and investing in neighborhoods for our residents in Chicago, Kansas City, and St. Louis. Our vision is to enable better lives through better homes—for our residents, our communities, and our colleagues.