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
Ensure each new resident has a move-in orientation conducted by
- New residents are contacted within seven days of move-in to
ensure they are satisfied and to report any issues.
Scan all required move-in documents into Onesite.
- Oversee Pending Tasks.
Customer Service Administration
Guide walk-in traffic and minimize the wait time.
Handle any walk-in resident concerns with the Resident Service
Manager and/or Community Director.
Ensure that all voicemails, texts, emails and other resident and
community communications are checked and responded to within
established time guidelines.
Organize incoming packages systematically and distribute as
Work closely with the Business Manager, Centralized Admin,
Centralized Sales and Renewal teams to ensure leasing and renewal
goals are met.
- Utilize CRM to effectively manage resident relations, service
requests and resident communications.
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
Interact with walk-in prospects by showing the property if
needed and answering questions about the community.
Receive and greet visitors to the community and answer
prospects, residents, and customer inquiries as well as phone
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.
May interact with walk-in prospects by setting-up a self-guided
tour, answering questions about the community, lease terms, and
Complete market summary and comp reports as directed.
Comply with all Company policies and procedures related to
Commit to Living the UDR Values each day in every action taken
when executing the essential functions of the job.
Perform Resident Service Manager duties in the absence of the
Resident Service Manager.
- Perform other duties as assigned or as necessary.
PERFORMANCE REQUIREMENTS: Knowledge of organizational policies
and procedures. Ability to apply policies and procedures to solve
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
EDUCATION AND EXPERIENCE:
High School Diploma, or equivalent, is required.
Associate degree in business administration or equivalent, is
Minimum of two years of office experience is required.
Minimum of Two years' experience in residential properties,
rental operations, hotel or related business operations is
- Must have and maintain a valid driver's license unless