Resident Relations Specialist

Burkentine Real Estate Group•Hanover, PA

10h•Onsite

About The Position

This role is responsible for conducting all business per company policies and procedures, Fair Housing, ADA, Fair Credit Reporting Act, and all other Federal, State, and Local laws pertaining to Multi-Family Housing. The specialist will fully implement and enforce all policies and procedures as outlined in the Burkentine Policy and Procedures Manual. Key duties include greeting and screening residents and visitors, responding to and resolving resident complaints and requests within 24 hours, and maintaining communication with residents regarding renewals, work orders, and concerns. The role involves entering and closing work orders in property management software, recording resident correspondences, and communicating service request updates. Additionally, the specialist will process notices to vacate, assist with lease breaks and transfers, and may occasionally order or pick up parts from vendors. This position also supports the leasing department and management team, which may include showing model homes and organizing monthly resident events. All incoming calls requiring manager assistance are to be transferred to the Assistant Community Manager or Community Manager. Professionalism in all interactions and timely, accurate paperwork are essential. The Resident Relations Specialist will also inspect the property regularly, report deficiencies, and assist with daily/weekly reports, resident communication, move-ins/outs, and office supply inventory. Assisting in sending out utility bills and resident correspondence is also part of the role.

Requirements

Minimum of High School Degree.
Excellent written and verbal communication skills that provide effective communication with residents, employees, peers, vendors, owners, etc., and assist in efficient operations.
Understand Landlord/Tenant laws and application, familiarity with statespecific Lease and Addendums, Fair Housing/ADA regulations and application.

Nice To Haves

Prior leasing experience preferred.
Computer software experience to include MS Word, MS Excel, MS Outlook, One Site and related is preferred.

Responsibilities

Conduct all business per company policies and procedures, Fair Housing, ADA, Fair Credit Reporting Act, and all other Federal, State, and Local laws pertaining to Multi-Family Housing.
Fully implement and enforce all policies and procedures as outlined in the Burkentine Policy and Procedures Manual.
Greets and professionally screens incoming residents and visitors and promptly notifies an appropriate person of their arrival or handles their requests.
Responds and resolves all resident complaints and requests, refers complaint as necessary to appropriate person and notifies resident of resolution within 24 hours of complaint.
Contacts all residents for follow-up as it relates to their renewal, work orders, complaints, and concerns within 24 hours.
Enters and closes all work orders in the property management software.
Record all resident correspondences.
Communicating with residents about service requests and scheduled work, including updates such as parts being ordered and outside contractors' scheduled times.
Process notices to vacate and assist residents with lease breaks, in-house transfers.
May occasionally place orders and/or pick up parts from local vendors.
Maintain records / logbooks.
Provides additional assistance to the leasing department or management team as needed. This may include leasing. Showing potential residents a model home when leasing staff are absent or busy.
Organizes monthly resident events with the direction and approval of the management team.
All incoming calls from residents requiring manager assistance residents should be transferred to the Assistant Community Manager or Community Manager for proper handling.
Please stand to greet all prospects with a warm smile and friendly handshake.
All paperwork is to be completed in a professional, accurate and timely manner.
Resident Relations should inspect the property regularly, reporting any deficiencies to the Community Manager.
They should assist the Assistant Community Manager in preparing daily and weekly reports, resident communication, move-ins/outs, office supply inventory.
Assist in sending out utility bills and resident correspondent