Resident Service Specialist

Job Summary

Required Qualifications

• •High School Diploma, or equivalent
• •Minimum of two years of office experience
• •Must have and maintain a valid driver's license
• •Regular and consistent attendance on the job
• •Knowledge of Fair Housing laws
• •Must be detail orientated
• •Must demonstrate excellent interpersonal skills
• •Must demonstrate problem solving skills
• •Must demonstrate decision-making skills
• •Ability to effectively present information to prospective or current residents
• •Must be skilled in word processing
• •Must be skilled in drafting correspondence and memoranda
• •Basic experience with the internet
• •MS Office software applications
• •Knowledge of Onesite reporting
• •Knowledge of office practices and procedures
• •Knowledge of filing and maintenance of fiscal records
• •Ability to establish priorities
• •Ability to coordinate work activities
• •Ability to work in conjunction with Company managers, residents, and associates
• •Ability to define problems
• •Ability to collect data
• •Ability to establish facts
• •Ability to draw valid conclusions
• •Ability to apply policies and procedures to solve everyday issues
• •Ability to perform a variety of support assignments requiring some exercise of independent judgment
• •Demonstrated knowledge and familiarity with community and rental property operations
• •Ability to meet and deal effectively with clients, associates, and the general public
• •Ability to create, compose, and edit written materials
• •Ability to check and respond to voicemails, texts, emails and other resident and community communications within established time guidelines
• •Ability to organize incoming packages systematically
• •Ability to distribute packages as needed
• •Ability to research and prepare reports, memos, letters, resident correspondence, and other documents
• •Ability to interact with walk-in prospects
• •Ability to answer questions about the community
• •Ability to answer questions about lease terms
• •Ability to answer questions about the local area
• •Ability to set-up a self-guided tour
• •Ability to walk through the move-in ready apartment
• •Ability to walk through all amenities
• •Ability to walk problematic areas
• •Ability to follow-up with the service team until resolved
• •Ability to provide superior customer service to internal and external customers
• •Ability to greet visitors to the community
• •Ability to answer prospects, residents, and customer inquiries
• •Ability to answer phone calls
• •Ability to scan all required move-in documents into Onesite
• •Ability to oversee pending tasks
• •Ability to guide walk-in traffic
• •Ability to minimize wait time
• •Ability to handle walk-in resident concerns
• •Ability to ensure each new resident has a move-in orientation conducted by appointment
• •Ability to contact new residents within seven days of move-in
• •Ability to ensure residents are satisfied
• •Ability to report any issues
• •Ability to coordinate responses to resident service issues
• •Ability to track and follow up on move-in satisfaction
• •Ability to maintain company customer service standards within the community
• •Ability to complete various administrative functions associated with residents' needs
• •Ability to coordinate concierge type customer service
• •Ability to coordinate resident activities
• •Ability to provide coordination to ensure high quality resident customer service
• •Ability to perform Resident Service Manager duties in the absence of the Resident Service Manager
• •Ability to comply with all Company policies and procedures related to employment
• •Ability to commit to Living the UDR Values each day
• •Ability to execute the essential functions of the job
• •Ability to operate a keyboard
• •Ability to operate a photocopier
• •Ability to operate a telephone
• •Ability to operate a calculator
• •Ability to operate other office equipment
• •Ability to record appropriate reports
• •Ability to prepare appropriate reports
• •Ability to communicate appropriate reports
• •Ability to physically access all exterior and interior parts of the community
• •Ability to access amenities
• •Ability to work in an office environment
• •Ability to tolerate unpleasant and/or hazardous outside elements
• •Ability to work occasional evening or weekend shifts
• •Ability to sit for prolonged periods
• •Ability to bend
• •Ability to stoop
• •Ability to stretch
• •Ability to lift files or paper weighting up to 30 pounds
• •Ability to have eye-hand coordination
• •Ability to have manual dexterity
• •Ability to have normal range of hearing
• •Ability to have normal range of eyesight

Desired Qualifications

• •Associate degree in business administration
• •Two years' experience in residential properties
• •Two years' experience in rental operations
• •Two years' experience in hotel operations
• •Two years' experience in related business operations