Maintenance Tech/Sales & Resident Experience Consultant

Berkshire Residential Investments•Grove City, OH

7d•Onsite

About The Position

Basic Purpose: This is a combined role that will support both Maintenance Technician responsibilities and Sales & Resident Experience Consultant responsibilities for assigned property(ies) proportional to business needs at any point in time. Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments. (These are the main duties/tasks of the Maintenance Tech position + Sales & Resident Experience Consultant position) MAINTENANCE: Own and drive the preservation of the property’s physical attributes for Berkshire. Comply with all Company policies and procedures Ensure that community, structures and equipment follow local codes and regulations Assist in keeping grounds clean Assist in maintaining an inventory of adequate supplies, replacement parts and equipment by ensuring maintenance areas are neat and clean, and reporting shortages to supervisor Make repairs to landscaping, grading and drainage Diagnose heat or AC problems and repair/replace components Perform preventive maintenance on HVAC units and fan coil units Perform various other duties as assigned by the Property Manager or Supervisor Must be available for 24 hours on-call emergency maintenance when required Follow and support Berkshire's core values of: integrity, trust, honesty, stewardship, respect for others and commitment to excellence; model Berkshire’s behavior standards and elements of culture Electrical Troubleshoot electrical problems and repair Repair and replace light fixtures, switches, receptacles, smoke detectors, fans, GFCI, photocells and thermostats Plumbing Unclog plumbing drains of all types Repair or replace plumbing fixtures, i.e.: commodes, lavatories and their components Repair or replace trim fixtures, i.e.: faucets, diverters and their components Sweat copper pipe up to 1 ¼ inches Install or repair drain, waste, and vent systems; i.e.: PVC, copper, galvanized and cast iron Perform preventive maintenance on all water heaters, gas or electric Repair and replace all domestic water pipes up to 1 ¼ inches; including valves Carpentry Repair and/or replace wood cabinets, counter tops and vanities Caulk doors, windows, and floors Repair and replace interior and exterior doors and hardware Install stair treads Install patio door rollers, locks, Charlie bars, security pins and patio screen rollers Install and repair closet doors and hardware Install thresholds Repair and replace floor tile, sheet vinyl, and wood floors Repair/replace wooden trim and vinyl cove base Install underlayment and sub-floor Repair/replace wood framing members Ceramic Tile Remove and replace caulking Repair and replace ceramic tiles (walls and floors) Install ceramic and metal bathroom fixtures Drywall/Paint Touch up paint Repair or replace drywall, including textured surfaces as required Appliances Troubleshoot, repair, or replace stoves (electric or gas), dishwashers, garbage disposals, refrigerators, and adjust appliances to include replacement of gaskets, leveling, reversing doors and adjusting pilots Roofing Repair and replace downspouts, gutters, and splash blocks Repair and replace shingles, flashing, and soffit vent Masonry Patch and replace blacktop, concrete, and masonry (including pointing-up) Repair masonry retainer walls and steps Miscellaneous Replace glass, mirrors, and screens as well as key cutting Repair and replace mailboxes, locks, doors, and sub-plates Repair and replace blinds and traverse rods Inspect for repairs, refilling, recharging, and tagging fire extinguishers Take all training required by deadlines Attend meetings, training classes and resident retention activities as directed Maintain good relations with residents always SALES & RESIDENT EXPERIENCE CONSULTANT: Responsible for the daily leasing operations. Maintain professional standard of hygiene, appearance and dress. Contact a person of authority should any situation warrant an action or decision not included in his or her duties and responsibilities. Maintain a positive, courteous, welcoming attitude in all interactions with residents, future residents, visitors and co-workers. Keep abreast of online ratings and reviews (i.e. Apartment Ratings, Google, and Yelp postings) Working Saturday and Sunday hours are required. Marketing/Leasing/Customer Service Inspect tour routes, models, mini-models, and show apartments daily to ensure cleanliness. When on the property, pick up litter and report needs to the Service Manager/Property Manager. Open and close models at beginning and ending of each day including adjusting lights, blinds, radio and HVAC . Prepare and maintain refreshments in the leasing office. Complete any daily opening responsibilities and place any promotional materials/signage in eye-catching locations to generate traffic . Answer incoming phone calls prior to the third ring in a cheerful and professional manner and handle each call accordingly whether it is a future resident call, upset resident, service request, etc. Transfer calls to Assistant Property Manager or Property Manager, when appropriate . Maintain awareness of the advantages of the community, apartment homes and neighborhood, local market conditions, competitors and trends. Contribute ideas to the Property Manager for marketing property and for improving resident satisfaction. Correctly process all lease applications, collect proof of income, gain management approval and notify prospective resident of results within 24-72 hours. Schedule presigning and move-in appointments. Type miscellaneous resident communication as needed. Correctly complete all lease paperwork including related addenda and accept rents and deposits. Enter service requests into the Yardi system, print and distribute to maintenance personnel and perform appropriate number of call backs. Document repairs and complete service requests in the Yardi on a daily basis. Attend meetings and training sessions as required. Routinely check email throughout the day, messages from answering service, Call Center and call recordings respond accordingly. Assist in resident retention program, resident appreciation days and special functions as requested. Assist residents via phone, email and in person with questions and service requests in a kind, courteous, respectful manner. Create solutions and follow through to ensure the resident is happy. Understand the Customer Satisfaction Program for both residents and prospects and assist team in achieving customer satisfaction score goals. Administrative Enter actual time worked in the EMS daily (log in and out for lunch). Keep goals updated in the Performance Manager System. Assist the Property Manager, APM and/or other LCs/LDs in preparation of reports, resident communications, market surveys, etc. Enter all future residents’ information into Yardi while talking with them on the telephone, communicating with them via email from an Internet lead or in person as they visit. Manage appointments and tasks, respond to all leads according to Berkshire guidelines. Schedule follow-up and record activity in Yardi. Correctly process all lease applications within 24-72 hours. Prepare all lease packets. Schedule pre-signing and move-in appointments. Routinely check email, voicemail and Call Center call recordings throughout the day and respond accordingly. Enter service requests into the Yardi System perform appropriate number of call backs. General Update and maintain the Product Knowledge folder for leasing team and call center Physically shop competitive set and all new construction in area on a quarterly basis and provide call around information on a weekly basis Be aware of all internet advertising/marketing campaigns, assist with corrections as needed, by providing feedback to Property Manager, Leasing Director or Leasing Coordinator Understand the Matrix and the Leasing Team’s contribution to achieving the points Know budgeted occupancy/revenue, current occupancy, and the leasing goals necessary to achieve budget Ensure leasing goals are achieved by the team Attend meetings and training as Under the direction of the Property Manager, Leasing Director or Leasing Coordinator, walk move-ins and work closely with the Maintenance Supervisor to ensure ready product and smooth move in Effectively uses email campaigns Perform any additional duties assigned by Property Manager, or Assistant Property Manager Follows and supports Berkshire’s core values of: trust, honesty, integrity, respect for others, drive for excellence and commitment

Requirements

Knowledge/Experience: Experience with work under close supervision
Knowledge of mechanical, math, and measurement skills
Knowledge of the current occupational hazards, and an understanding of safety precautions, building codes and regulations applicable to the maintenance profession
Knowledge, understanding and demonstration of preventive maintenance
Knowledge of the use and care of tools and equipment necessary to perform building maintenance tasks
Knowledge of the current methods, practices, tools, equipment, and materials used in building maintenance and repair work, to qualification and training level
Working knowledge of appliances, plumbing, electric, carpentry, drywall, painting, blinds and traverse rods, hardware, screens, doors, key cutting, cabinets and counter tops, roofing, ceramic tile, masonry, fire extinguishers, glass cutting, floors, fan coil or gas heat, landscaping and building maintenance skills
Technical/Educational Requirements: High school diploma or equivalent highly preferred, one (1) year experience in all maintenance related skills of a maintenance technician
Successfully completed all basic maintenance classes and on-the-job training
Has computer skills and experience with Microsoft Suite of Products, internet navigation and online applications for personnel updates
At least 2 years of experience in Customer Service and/or Sales
Cleary understand Microsoft Suite Office Products (Word, Outlook, etc.) and the internet
Understand how to quickly and accurately use the computer keyboard and telephone headset
Must have valid driver's license and automobile insurance coverage
Must be able to apply common sense understanding to carry out simple one to two- step instructions
Ability to deal with standardized situations with occasional or no deviations from standard procedure
Ability to read and understand Safety Data Sheets, O and M plans and Disaster Plans
Ability to understand and follow directions
Must be able to principals of logical thinking to a variety of practical situations and accurately follow standardized procedures that may occasionally call for minor deviations.
Needs to think rationally beyond a specific set of instructions

Responsibilities

Own and drive the preservation of the property’s physical attributes for Berkshire.
Comply with all Company policies and procedures
Ensure that community, structures and equipment follow local codes and regulations
Assist in keeping grounds clean
Assist in maintaining an inventory of adequate supplies, replacement parts and equipment by ensuring maintenance areas are neat and clean, and reporting shortages to supervisor
Make repairs to landscaping, grading and drainage
Diagnose heat or AC problems and repair/replace components
Perform preventive maintenance on HVAC units and fan coil units
Perform various other duties as assigned by the Property Manager or Supervisor
Must be available for 24 hours on-call emergency maintenance when required
Follow and support Berkshire's core values of: integrity, trust, honesty, stewardship, respect for others and commitment to excellence; model Berkshire’s behavior standards and elements of culture
Troubleshoot electrical problems and repair
Repair and replace light fixtures, switches, receptacles, smoke detectors, fans, GFCI, photocells and thermostats
Unclog plumbing drains of all types
Repair or replace plumbing fixtures, i.e.: commodes, lavatories and their components
Repair or replace trim fixtures, i.e.: faucets, diverters and their components
Sweat copper pipe up to 1 ¼ inches
Install or repair drain, waste, and vent systems; i.e.: PVC, copper, galvanized and cast iron
Perform preventive maintenance on all water heaters, gas or electric
Repair and replace all domestic water pipes up to 1 ¼ inches; including valves
Repair and/or replace wood cabinets, counter tops and vanities
Caulk doors, windows, and floors
Repair and replace interior and exterior doors and hardware
Install stair treads
Install patio door rollers, locks, Charlie bars, security pins and patio screen rollers
Install and repair closet doors and hardware
Install thresholds
Repair and replace floor tile, sheet vinyl, and wood floors
Repair/replace wooden trim and vinyl cove base
Install underlayment and sub-floor
Repair/replace wood framing members
Remove and replace caulking
Repair and replace ceramic tiles (walls and floors)
Install ceramic and metal bathroom fixtures
Touch up paint
Repair or replace drywall, including textured surfaces as required
Troubleshoot, repair, or replace stoves (electric or gas), dishwashers, garbage disposals, refrigerators, and adjust appliances to include replacement of gaskets, leveling, reversing doors and adjusting pilots
Repair and replace downspouts, gutters, and splash blocks
Repair and replace shingles, flashing, and soffit vent
Patch and replace blacktop, concrete, and masonry (including pointing-up)
Repair masonry retainer walls and steps
Replace glass, mirrors, and screens as well as key cutting
Repair and replace mailboxes, locks, doors, and sub-plates
Repair and replace blinds and traverse rods
Inspect for repairs, refilling, recharging, and tagging fire extinguishers
Take all training required by deadlines
Attend meetings, training classes and resident retention activities as directed
Maintain good relations with residents always
Responsible for the daily leasing operations.
Maintain professional standard of hygiene, appearance and dress.
Contact a person of authority should any situation warrant an action or decision not included in his or her duties and responsibilities.
Maintain a positive, courteous, welcoming attitude in all interactions with residents, future residents, visitors and co-workers.
Keep abreast of online ratings and reviews (i.e. Apartment Ratings, Google, and Yelp postings)
Inspect tour routes, models, mini-models, and show apartments daily to ensure cleanliness.
When on the property, pick up litter and report needs to the Service Manager/Property Manager.
Open and close models at beginning and ending of each day including adjusting lights, blinds, radio and HVAC .
Prepare and maintain refreshments in the leasing office.
Complete any daily opening responsibilities and place any promotional materials/signage in eye-catching locations to generate traffic .
Answer incoming phone calls prior to the third ring in a cheerful and professional manner and handle each call accordingly whether it is a future resident call, upset resident, service request, etc.
Transfer calls to Assistant Property Manager or Property Manager, when appropriate .
Maintain awareness of the advantages of the community, apartment homes and neighborhood, local market conditions, competitors and trends.
Contribute ideas to the Property Manager for marketing property and for improving resident satisfaction.
Correctly process all lease applications, collect proof of income, gain management approval and notify prospective resident of results within 24-72 hours.
Schedule presigning and move-in appointments.
Type miscellaneous resident communication as needed.
Correctly complete all lease paperwork including related addenda and accept rents and deposits.
Enter service requests into the Yardi system, print and distribute to maintenance personnel and perform appropriate number of call backs.
Document repairs and complete service requests in the Yardi on a daily basis.
Attend meetings and training sessions as required.
Routinely check email throughout the day, messages from answering service, Call Center and call recordings respond accordingly.
Assist in resident retention program, resident appreciation days and special functions as requested.
Assist residents via phone, email and in person with questions and service requests in a kind, courteous, respectful manner.
Create solutions and follow through to ensure the resident is happy.
Understand the Customer Satisfaction Program for both residents and prospects and assist team in achieving customer satisfaction score goals.
Enter actual time worked in the EMS daily (log in and out for lunch).
Keep goals updated in the Performance Manager System.
Assist the Property Manager, APM and/or other LCs/LDs in preparation of reports, resident communications, market surveys, etc.
Enter all future residents’ information into Yardi while talking with them on the telephone, communicating with them via email from an Internet lead or in person as they visit.
Manage appointments and tasks, respond to all leads according to Berkshire guidelines.
Schedule follow-up and record activity in Yardi.
Correctly process all lease applications within 24-72 hours.
Prepare all lease packets.
Schedule pre-signing and move-in appointments.
Routinely check email, voicemail and Call Center call recordings throughout the day and respond accordingly.
Enter service requests into the Yardi System perform appropriate number of call backs.
Update and maintain the Product Knowledge folder for leasing team and call center
Physically shop competitive set and all new construction in area on a quarterly basis and provide call around information on a weekly basis
Be aware of all internet advertising/marketing campaigns, assist with corrections as needed, by providing feedback to Property Manager, Leasing Director or Leasing Coordinator
Understand the Matrix and the Leasing Team’s contribution to achieving the points
Know budgeted occupancy/revenue, current occupancy, and the leasing goals necessary to achieve budget
Ensure leasing goals are achieved by the team
Attend meetings and training as
Under the direction of the Property Manager, Leasing Director or Leasing Coordinator, walk move-ins and work closely with the Maintenance Supervisor to ensure ready product and smooth move in
Effectively uses email campaigns
Perform any additional duties assigned by Property Manager, or Assistant Property Manager
Follows and supports Berkshire’s core values of: trust, honesty, integrity, respect for others, drive for excellence and commitment