Senior Resident Services Associate

Duties And Responsibilities

• Demonstrate initiative, personal awareness, professionalism, integrity, and confidentiality in all areas of job performance.
• Project a professional image and demeanor.
• Maximizes resident satisfaction by delivering prompt and courteous services that consistently exceeds industry standards.
• Handles conflict resolution by investigating and resolving resident complaints in a timely manner.
• Oversees all move-in processes within the assigned portfolio including scheduling move-in appointments, new resident orientation, accept rent payments, and issuing keys.
• Maintains 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 evictions cases if needed.
• Oversees all move-out processes within the assigned portfolio, with particular attention to residents who have not moved-out on a timely basis to ensure rent is assessed and that there is no disruption to any new resident move-in.
• Participates in ongoing resident relations including partnering with maintenance to proactively identify building improvements, identifying trends in resident survey scores related to maintenance work orders and move-ins and addresses any outstanding resident concerns.
• Tracks progress, completion, and resident satisfaction on high priority and emergency work orders and service requests within assigned portfolio by contacting residents to ensure resident needs have been successfully addressed.

Qualifications

• Exceptional customer service and follow-through skills.
• Leasing/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 include effective prioritization, monitoring multiple simultaneous projects.
• Ability to retain composure within an occasionally stressful environment.
• Strong organization skills. Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
• Ability to interact with management, peers, residents, visitors, and prospects in a professional and pleasant manner.
• Strong communication skills, both oral and written.
• Need to be able to walk and stand for more than 2 hours per day.
• Available to work Monday through Friday 9-6 pm and 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.