Resident Relations Specialist

Burkentine Real Estate Group•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 relating to multifamily housing. The role implements and enforces the policies and procedures in the Burkentine Policy and Procedures Manual. The specialist greets and screens residents and visitors, responds to resident requests and complaints, documents correspondence, and follows up on renewals, work orders, complaints, and concerns within 24 hours. The role enters and closes work orders in property management software and keeps residents informed about service requests and scheduled work. Additional duties include processing notices to vacate, assisting with lease breaks and transfers, maintaining records, organizing resident events, and providing support to leasing and management staff as needed. The position may also involve showing a model home, ordering or picking up parts, inspecting the property, helping prepare reports, supporting move-ins and move-outs, managing office supply inventory, and sending utility bills and resident correspondence.

Requirements

High school degree.
Excellent written and verbal communication skills.
Computer software experience, including MS Word, MS Excel, MS Outlook, One Site, and related software, is preferred.
Understanding of landlord/tenant laws and their application is preferred.

Nice To Haves

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

Responsibilities

Conduct business according to company policies and procedures and applicable housing laws, including Fair Housing, ADA, and Fair Credit Reporting Act requirements.
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 appropriate and notify residents of resolution within 24 hours.
Follow up with residents within 24 hours regarding renewals, work orders, complaints, and concerns.
Enter and close work orders in the property management software.
Record all resident correspondence.
Communicate with residents about service requests and scheduled work, including parts orders and outside contractors’ scheduled times.
Process notices to vacate and assist residents with lease breaks and in-house transfers.
Occasionally place orders or pick up parts from local vendors.
Maintain records and logbooks.
Provide additional assistance to the leasing department or management team as needed, 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 resident calls requiring manager assistance to the Assistant Community Manager or Community Manager.
Complete paperwork professionally, accurately, and promptly.
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 in sending utility bills and resident correspondence.
Stand to greet prospects with a warm smile and friendly handshake.