Resident Relations Specialist

Burkentine and Sons Builders Inc•Carlisle, PA

About The Position

The Resident Relations Specialist conducts business in accordance with company policies and procedures and applicable Fair Housing, ADA, Fair Credit Reporting Act, and other federal, state, and local laws pertaining to multifamily housing. The position welcomes and screens residents and visitors, responds to resident requests and complaints, communicates service updates, maintains records, and supports leasing and property management operations. The role processes notices to vacate and assists with lease breaks and in-house transfers. It may involve ordering or picking up parts from local vendors, showing model homes when leasing staff are unavailable, and organizing monthly resident events with management approval. The specialist also inspects the property, reports deficiencies, assists with reports and resident communications, supports move-ins and move-outs and office supply inventory, and helps send utility bills and other correspondence. Paperwork must be completed accurately, professionally, and promptly.

Requirements

High school degree.
Excellent written and verbal communication skills.

Nice To Haves

Prior leasing experience preferred.
Experience with MS Word, MS Excel, MS Outlook, One Site, and related computer software preferred.
Understanding of landlord/tenant laws and their application preferred.

Responsibilities

Conduct business in compliance with company policies and procedures and applicable housing laws, including Fair Housing, ADA, and the Fair Credit Reporting Act.
Implement and enforce policies and procedures in the Burkentine Policy and Procedures Manual.
Greet and professionally screen incoming residents and visitors, notify the appropriate person of their arrival, or handle their requests.
Respond to and resolve resident complaints and requests, refer complaints when necessary, and notify residents of resolutions within 24 hours.
Follow up with residents about renewals, work orders, complaints, and concerns within 24 hours.
Enter and close work orders in the property management software.
Record resident correspondence and maintain records and logbooks.
Communicate with residents about service requests and scheduled work, including parts orders and outside contractors’ schedules.
Process notices to vacate and assist residents with lease breaks and in-house transfers.
Occasionally place orders or pick up parts from local vendors.
Provide additional assistance to the leasing department or management team, including showing a model home when leasing staff are absent or busy.
Organize monthly resident events with the direction and approval of the management team.
Transfer calls requiring manager assistance to the Assistant Community Manager or Community Manager.
Complete paperwork accurately, professionally, and in a timely manner.
Inspect the property regularly and report deficiencies to the Community Manager.
Assist the Assistant Community Manager with daily and weekly reports, resident communications, move-ins and move-outs, and office supply inventory.
Assist with sending utility bills and resident correspondence.
Stand to greet prospects with a warm smile and friendly handshake.