Resident Service Specialist

UDR - Opening Doors to your future•Nashville, TN

13d•Hybrid

About The Position

Responsible for coordinating responses to resident service issues, tracking and following up on move-in satisfaction, and maintaining company customer service standards within the community. This role involves completing various administrative functions related to residents’ needs, Move-In coordination, Onesite responsibilities, coordinating concierge-type customer service, and resident activities. The goal is to provide coordination to ensure high-quality resident customer service.

Requirements

Knowledge of organizational policies and procedures.
Ability to apply policies and procedures to solve everyday issues.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Excellent organizational skills.
Ability to perform a variety of support assignments requiring some exercise of independent judgment.
Demonstrated knowledge and familiarity with community and rental property operations.
Knowledge of and adherence to Fair Housing laws.
Demonstrated customer service skills.
Knowledge of principles and methods for showing and promoting property.
Ability to effectively present information to prospective or current residents.
Knowledge of Onesite reporting.
Knowledge of office practices and procedures; filing and maintenance of fiscal records.
Detail-oriented.
Excellent interpersonal skills.
Problem-solving skills.
Decision-making skills.
Ability to meet and deal effectively with clients, associates, and the general public.
Excellent verbal and written communication skills.
Ability to create, compose, and edit written materials.
Ability to establish priorities and coordinate work activities.
Ability to work in conjunction with Company managers, residents, and associates.
Skilled in word processing, drafting correspondence and memoranda.
Basic experience with the internet.
MS Office software applications required (e.g., Microsoft Office, Word and Excel).
Knowledge of basic office practices and procedures; filing and maintenance of fiscal records.
High School Diploma, or equivalent, is required.
Minimum of two years of office experience is required.
Must have and maintain a valid driver’s license unless otherwise noted.

Nice To Haves

Associate degree in business administration or equivalent, is preferred.
Minimum of Two years’ experience in residential properties, rental operations, hotel or related business operations is preferred.

Responsibilities

Coordinate responses to resident service issues.
Track and follow up on move-in satisfaction.
Maintain company customer service standards.
Complete administrative functions associated with residents’ needs.
Coordinate Move-In processes.
Manage Onesite responsibilities.
Coordinate concierge-type customer service.
Organize resident activities.
Ensure new residents have a move-in orientation by appointment.
Contact new residents within seven days of move-in to ensure satisfaction and report issues.
Scan all required move-in documents into Onesite.
Oversee Pending Tasks in Onesite.
Guide walk-in traffic and minimize wait times.
Handle walk-in resident concerns with the Resident Service Manager and/or Community Director.
Ensure all voicemails, texts, emails, and other resident communications are checked and responded to within established time guidelines.
Organize and distribute incoming packages.
Work closely with the Business Manager, Centralized Admin, Centralized Sales, and Renewal teams to meet leasing and renewal goals.
Utilize CRM to manage resident relations, service requests, and communications.
Walk through move-in ready apartments to ensure they meet standards before orientation.
Walk through all amenities daily to ensure they are stocked and in good condition.
Walk problematic areas raised by residents on the day they are reported and follow up with the service team until resolved.
Provide superior customer service to internal and external customers.
Interact with walk-in prospects by showing the property and answering questions.
Receive and greet visitors, answer inquiries, and handle phone calls.
Research and prepare reports, memos, letters, and resident correspondence using various software.
Set up self-guided tours for prospects and answer questions about the community, lease terms, and local area.
Complete market summary and comp reports.
Comply with all Company policies and procedures.
Commit to Living the UDR Values.
Perform Resident Service Manager duties in their absence.
Perform other duties as assigned or necessary.