Resident Service Specialist
Company: UDR
Location: Saint Petersburg
Posted on: April 28, 2024
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Job Description:
Description UDR, Inc. and its affiliated companies are seeking a
Resident Service Specialist to join our team at Inlet Bay at
Gateway, our apartment community in Saint Petersburg, Florida.
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 type customer service, and
resident activities. Provide coordination to ensure high quality
resident customer service.
SUPERVISION RECEIVED: Reports directly to Community Director,
Senior Community Director or Resident Services Manager. SUPERVISION
EXERCISED: N/A ESSENTIAL FUNCTIONS: Move-In Coordination
1. Ensure each new resident has a move-in orientation conducted by
appointment.
2. New residents are contacted within seven days of move-in to
ensure they are satisfied and to report any issues. Onesite
Responsibilities
1. Scan all required move-in documents into Onesite.
2. Oversee Pending Tasks. Customer Service Administration
1. Guide walk-in traffic and minimize the wait time.
2. Handle any walk-in resident concerns with the Resident Service
Manager and/or Community Director.
3. Ensure that all voicemails, texts, emails and other resident and
community communications are checked and responded to within
established time guidelines.
4. Organize incoming packages systematically and distribute as
needed.
5. Work closely with the Business Manager, Centralized Admin,
Centralized Sales and Renewal teams to ensure leasing and renewal
goals are met.
6. Utilize CRM to effectively manage resident relations, service
requests and resident communications. Property Condition
oversight
1. Walk through the move-in ready apartment to ensure they meet
standards prior to orientation.
2. Walk through all amenities daily to ensure they are stocked and
in good condition.
3. 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.
4. Provide superior customer service to internal and external
customers. Back-Up coverage
1. Interact with walk-in prospects by showing the property if
needed and answering questions about the community.
2. Receive and greet visitors to the community and answer
prospects, residents, and customer inquiries as well as phone
calls.
3. 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 Resident Services Manager or Community Director.
4. May interact with walk-in prospects by setting-up a self-guided
tour, answering questions about the community, lease terms, and
local area.
5. Complete market summary and comp reports as directed.
6. Comply with all Company policies and procedures related to
employment.
7. Commit to Living the UDR Values each day in every action taken
when executing the essential functions of the job.
8. Perform Resident Service Manager duties in the absence of the
Resident Service Manager.
9. 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: 1.
High School Diploma, or equivalent, is required.
2. Associate degree in business administration or equivalent, is
preferred.
3. Minimum of two years of office experience is required.
4. Minimum of Two years' experience in residential properties,
rental operations, hotel or related business operations is
preferred.
5. Must have and maintain a valid driver's license unless otherwise
noted. UDR is proud to provide equal employment opportunities to
all employees and applicants for employment and prohibits
discrimination and harassment of any type without regard to race,
color, religion, age, sex, national origin, disability status,
genetics, protected veteran status, sexual orientation, gender
identity or expression, or any other characteristic protected by
federal, state, or local laws. This policy applies to all terms and
conditions of employment, including recruiting, hiring, placement,
promotion, termination, layoff, recall, transfer, leaves of
absence, compensation, and training. UDR is committed to providing
and maintaining a diverse workforce and an inclusive work
environment with equitable access and opportunity for associates to
participate, grow, and reach their full potential.
Keywords: UDR, Port Charlotte , Resident Service Specialist, Other , Saint Petersburg, Florida
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