Resident Service Administrator – Luxury Apartments (Green Acres)

by | Feb 4, 2019 | Job Opportunities

The Reserve and the Park at Riverbridge Apartments is hiring a Resident Services Administrator.

GENERAL SUMMARY OF DUTIES: Responsible to coordinate responses to resident service issues as well as tracking and following up on move-in satisfaction. Maintain company customer service standards within the community. Complete various administrative functions associated with residents’ needs, Move-In coordination, Onesite responsibilities, coordinating Concierge customer service, and resident activities. Provide team coordination to ensure high quality resident customer service.

SUPERVISION RECEIVED: Reports directly to General Manager, Community Director, Senior Community Director, Senior Business Manager or a Resident Services Manager.

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

Move-In Coordination

  • Ensure each move-in has a move-in orientation conducted by appointment.
  • Move-ins are contacted within seven days of move-in to ensure they are satisfied and to report any issues.
  • Ensure the following: Lease is signed within 72 hours; weekly check-in with pending move-ins is completed; electric account number is provided; proof of renters insurance is provided; and move-in fees, etc. are collected.

Onesite Responsibilities

  • Scan all required move-in documents into Onesite.
  • Oversee Pending Tasks.
  • Forward Onesite date by 6:00 p.m.
  • Post move-in fees in Onesite.

Customer Service Administration (Concierge Coordination)

  • Schedule timely move-in Orientation.
  • Guide walk-in traffic and minimize the wait time.
  • Handle any walk in resident concerns with the Sales Manager and/or Community Director
  • Ensure that all voicemails are checked and responded to every four hours.
  • Ensure that all active building posts are responded to within four hours (Flagged postings sent to the CD to review).
  • Ensure that all Community e-mails are responded to within four hours.
  • Ensure insight surveys are divided up each Monday and send to the responsible parties.

Property Condition oversight

  • Walk through the move-in ready apartment 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 that are raised by residents on the day they are reported to ensure deficiencies are addressed. Follow-up with the service team until resolved.
  • Provide superior customer service to internal and external customers.

Back-Up coverage

  • Interacts with walk-in prospects by showing the property and answering questions about the community, lease terms, and local area in exceptional circumstances and in absence of a Leasing Consultant/Development Sales Associate,
  • Receive and greet visitors to the community in the absence of the Concierge and answer prospects, residents, and customer inquiries as well as phone calls.
  • Research and prepare any reports, memos, letters, resident correspondence, and other documents using word processing, spreadsheet, database, or presentation software at the direction of the Community Director.
  • Provide back-up Move-In Specialist research and documentation if needed.
  • In the absence of a Leasing Consultant or Development Sales Associate, may interact with walk-in prospects by showing the property and answering questions about the community, lease terms, and local area.
  • Perform other duties as assigned or as necessary.

 

PERFORMANCE 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. Must have 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 the 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 orientated.

Must demonstrate 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.

Must be skilled in word processing, drafting correspondence and memoranda. Attention to details, 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.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping and stretching. Occasionally lifting files or paper weighting 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.

TYPICAL 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.

EDUCATION AND EXPERIENCE: