Resident Engagement Spec

The Michaels Organization•Dublin, CA

1d•$27 - $30•Onsite

About The Position

The Michaels Organization is a national leader in residential real estate offering full-service capabilities in development, property management, construction, and investment. At Michaels, our teammates strive to fulfill our promise of creating communities that lift lives – ones that jumpstart housing, education, civic engagement, and neighborhood prosperity. With this passion at the forefront of our business, Michaels teammates can be proud to be a part of the extraordinary, every day. The Resident Engagement Specialist will work under the direction of the Community Manager. The resident move-in is an important part of the resident experience. The Resident Engagement Specialist will aid the team in providing great customer service throughout the move-in process, to include following up with new residents after the initial move-in. This person will also serve as a liaison between the TMO office and any resident who may experience displacement due to maintenance needs in their home that require them to relocate at any point. This position is to bridge the gap for consistent communication before, during and leading up to the families return. The Resident Engagement Specialist must work closely with the Leasing and Maintenance teams to ensure the highest degree of resident satisfaction and that company objectives are met.

Requirements

Minimum of five years’ experience in the customer service field
High School Diploma or equivalent required.
Valid Driver’s License and acceptable driving record - Must be able and eligible to drive a company vehicle.
Must successfully complete all required courses, classes and training provided by MMS.
Knowledge of Microsoft Word, Excel and OneSite/RealPage/Yardi, or equivalent industry related software, as well as, the ability to operate standard office equipment and software such as Gmail.
Must be able to pass a drug and background check.
Must be able to work as part of a team, as well as complete assignments independently
Must be able to work in a fast-paced and customer service-oriented environment
Perform duties under pressure and meet deadlines in a timely manner
Must possess proficient writing skills
Prioritize and manage daily workload to ensure successful completion
Take instructions from supervisor(s)
Exercise problem-solving skills
Interact with co-workers, supervisors, vendors, residents, guests and the public in a professional and pleasant manner
Must be knowledgeable of pertinent laws and applicable regulations, to include Fair Housing

Nice To Haves

Property Management experience preferred
Bachelor’s degree in Business or related field preferred.

Responsibilities

Provide excellent customer service at all times.
Use various means of communication to interact with prospective and current residents in a courteous and professional manner.
Receive and respond to inquiries and concerns from prospective and current residents.
Work cross-functionally with other team members to assist with and de-escalate resident issues efficiently through research and communication.
Monitor online reviews, communications and ratings and track results. Collaborate with appropriate team members to respond as appropriate. Mediums include, but are not limited to, Google reviews, annual CEL Survey, NPS, Move In, Move Out and Work Order Surveys.
Conduct follow-up for all new resident move-Ins, to include a personal phone call, e-mail and/or physical visit following move-in.
Assist the COM team and Resident Specialists with inspecting homes prior to new move-ins and while homes are vacant.
Maintain accurate records of all resident interactions, details of inquiries, comments, complaints, and actions taken.
Create and implement customer service initiatives, strategies, and training to increase and maintain resident satisfaction.
Manage, track, and analyze resident satisfaction metrics.
Assist the Marketing Specialist with coordinating and planning monthly events to enhance resident satisfaction.
Perform additional duties as assigned.