Resident Relations Specialist

Burkentine and Sons Builders Inc•Penn Township, PA

1d•Onsite

About The Position

This role is responsible for conducting all business in accordance with 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, and maintaining communication with residents regarding renewals, work orders, and concerns. The role also involves managing 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 place orders or pick up parts from vendors. Maintaining records and logbooks is crucial, as is providing assistance to the leasing department or management team, which may include showing model homes. The role also entails organizing monthly resident events with management approval and ensuring all incoming calls requiring manager assistance are transferred appropriately. Professionalism in all interactions and timely, accurate paperwork completion are expected. The specialist will also inspect the property regularly, report deficiencies, and assist with daily/weekly reports, resident communication, move-ins/outs, and office supply inventory. Sending out utility bills and resident correspondence is also a responsibility.

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.

Nice To Haves

Prior leasing experience preferred.
Preferred Computer software experience to include MS Word, MS Excel, MS Outlook, One Site and related is preferred.
Prefer candidate to understand Landlord/Tenant laws and application, familiarity with statespecific Lease and Addendums, Fair Housing/ADA regulations and application.

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.
Greet and professionally screen incoming residents and visitors and promptly notify an appropriate person of their arrival or handle their requests.
Respond and resolve all resident complaints and requests, refer complaint as necessary to appropriate person and notify resident of resolution within 24 hours of complaint.
Contact all residents for follow-up as it relates to their renewal, work orders, complaints, and concerns within 24 hours.
Enter and close all work orders in the property management software.
Record all resident correspondences.
Communicate 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.
Occasionally place orders and/or pick up parts from local vendors.
Maintain records / logbooks.
Provide additional assistance to the leasing department or management team as needed, including leasing and showing potential residents a model home when leasing staff are absent or busy.
Organize monthly resident events with the direction and approval of the management team.
Ensure all incoming calls from residents requiring manager assistance are transferred to the Assistant Community Manager or Community Manager for proper handling.
Stand to greet all prospects with a warm smile and friendly handshake.
Complete all paperwork in a professional, accurate and timely manner.
Inspect the property regularly, reporting any deficiencies to the Community Manager.
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.