Resident Service Coordinator - Wolf Point East

Hines•Chicago, IL

1d•Onsite

About The Position

We’re creating places people are proud to call home and supporting teams who take pride in delivering hospitality-focused experiences every day all while building lasting, meaningful careers along the way. Backed by Hines, a global real estate investment, development, and property management firm, Hines Living is one of the firm’s highest-conviction growth priorities, expanding rapidly across North America. Come grow with us! As a Resident Services Coordinator at Wolf Point East with Hines, you will play an integral role in demonstrating a 5-star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt responses and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of in-depth familiarity of the local businesses will be vital to your success. Reporting to the Community Manager, the Resident Services Coordinator is insightful, helpful, and understands the value of good service.

Requirements

High school diploma or GED from an accredited institution required
Must have excellent customer service experience with ability to pass fair housing exam
Must have at least two years relevant experience
Minimum two years’ experience in receiving and resolving customer service concerns/disputes
Ability to effectively communicate both written and verbal
Ability to work independently without direct supervision
Must have knowledge of operations software used at the property level; Outlook, Internet software, Office 365, including Excel and Word
Ability to meet the highest attendance and punctuality requirements
Ability to visually inspect building, including the garage and roof areas
Ability to climb up and down stairs for inspections and emergency procedure practice or implementation
Ability to physically withstand long working hours
Ability to detect emergency alarms - auditory and/or visual
Ability to use olfactory, auditory, and visual senses

Nice To Haves

Some college credits desired
Hospitality experience a plus

Responsibilities

Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints
Responds within 24 hours to residents’ requests via telephone, email, or postal mail
Follows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorily
Prepares a weekly summary report detailing each resident contact and plan to increase resident satisfaction
Responsible for greeting prospects, guests, and visitors as they arrive to our community
Provide a personalized experience, with emphasis on care and convenience for our future and current residents
Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled ends with gratification
Act as the communication center providing residents community happenings daily, weekly, or monthly via the computer portal and postings
Plan, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home
Identify, communicate, and implement opportunities to improve resident experience and service
Completes application approval checklist in concert with leasing team
Tracks submitted applications for required approvals and documentation
Supports Hines culture and encourages an empowering environment to achieve top prospect survey results and social media reviews
Handle overflow scheduled tours by phone and email in a digital consultation approach. Provide information regarding the community, as well as services offered
Follows up on active prospects as required, including calls, emails; provides relevant information such as a quote
Assists maintenance team with coordination of preventative maintenance schedules, planning and notifications
Supervises certain contract obligations such as janitorial, window washing, elevator maintenance, security, valet, etc.
Carries out other duties as assigned by Community Manager