Resident Service Coordinator - North Loop Green

Hines•Minneapolis, MN

1d•$25 - $32•Onsite

About The Position

The Resident Services Coordinator at North Loop Green with Hines delivers a five-star resident and guest service experience. The role provides prompt, personalized assistance to prospective and current residents, responds to concerns, and builds positive relationships by helping ensure expectations are met. The coordinator also serves as a source of information about local businesses, entertainment, and dining, and communicates community happenings to residents. The position supports leasing, community events, property operations, maintenance coordination, and contracted services. It reports to the Community Manager and is fully on-site at the assigned property five days per week.

Requirements

High school diploma or GED from an accredited institution.
Excellent customer service experience and ability to pass a fair housing exam.
At least two years of relevant experience.
Two or more years of experience receiving and resolving customer service concerns or disputes.
Effective written and verbal communication skills.
Ability to work independently without direct supervision.
Knowledge of property-level operations software, Outlook, internet software, and Office 365, including Excel and Word.
Ability to meet high attendance and punctuality requirements.
Ability to visually inspect the building, including garage and roof areas.
Ability to climb stairs for inspections and emergency procedure practice or implementation.
Ability to physically withstand long working hours.
Ability to detect emergency alarms through auditory and/or visual senses.
Ability to use olfactory, auditory, and visual senses.
Ability to work weekends and overtime as required by the job.
Ability to work on-site at the assigned property five days per week.

Nice To Haves

Some college credits.
Hospitality experience.

Responsibilities

Handle and resolve customer complaints, involving the Management team when necessary.
Respond to residents’ requests by telephone, email, or postal mail within 24 hours.
Follow up with residents within 24 hours to confirm inquiries or complaints were resolved satisfactorily.
Prepare a weekly summary report detailing resident contacts and plans to increase resident satisfaction.
Greet prospective residents, guests, and visitors when they arrive at the community.
Provide personalized service focused on care and convenience for prospective and current residents.
Engage with residents and foster positive relationships while confirming their expectations are being fulfilled.
Respond to resident complaints and concerns in a timely and professional manner, seeking satisfactory resolution.
Communicate community happenings daily, weekly, or monthly through the computer portal and postings.
Plan, promote, and deliver resident events and activities.
Identify, communicate, and implement opportunities to improve resident experience and service.
Complete application approval checklists in coordination with the leasing team.
Track submitted applications for required approvals and documentation.
Support Hines culture and encourage an empowering environment to achieve strong prospect survey results and social media reviews.
Handle overflow scheduled tours by phone and email using a digital consultation approach; provide information about the community and its services.
Follow up with active prospects as required, including by calls and emails, and provide relevant information such as quotes.
Assist the maintenance team with coordinating preventative maintenance schedules, planning, and notifications.
Supervise certain contract obligations, including janitorial, window washing, elevator maintenance, security, and valet services.
Carry out other duties assigned by the Community Manager.