Resident Service Administrator – UDR Inc (Green Acres)

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.