Resident Service Specialist

UDR Careers•Frisco, TX

13d

About The Position

UDR is seeking a Resident Service Specialist to join the team at Cool Springs, a 945-unit community in Frisco, Texas. The role coordinates responses to resident service issues and follows up on move-in satisfaction while maintaining company customer service standards. It handles administrative functions related to resident needs, move-in coordination, Onesite responsibilities, concierge-style service, and resident activities to support high-quality customer service within the community. The position reports directly to the Community Director, Senior Community Director, or Resident Services Manager and has no supervisory responsibilities. The role includes coordinating new-resident orientations and follow-up, managing move-in documentation and pending tasks in Onesite, responding to resident communications, organizing packages, supporting leasing and renewal goals, and monitoring apartment and amenity conditions. It also provides backup coverage for visitor reception, prospect interactions, tours, reports, and Resident Service Manager duties when needed. The work is performed in a normal office environment, with physical access required throughout the community and its amenities. There may be periodic exposure to outdoor conditions that are unpleasant or hazardous, and occasional evening or weekend work. The position requires prolonged sitting, some bending, stooping, and stretching, and occasional lifting of files or paper weighing up to 30 pounds. A high school diploma or equivalent and at least two years of office experience are required. A valid driver’s license must be maintained unless otherwise noted.

Requirements

High school diploma or equivalent.
At least two years of office experience.
Valid driver’s license that must be maintained, unless otherwise noted.
Knowledge of organizational policies and procedures and ability to apply them to everyday issues.
Ability to define problems, collect data, establish facts, and draw valid conclusions.
Excellent organizational skills and ability to exercise independent judgment in support assignments.
Knowledge of community and rental property operations.
Knowledge of and compliance with Fair Housing laws.
Customer service skills and knowledge of principles and methods for showing and promoting property.
Ability to effectively present information to prospective or current residents.
Knowledge of Onesite reporting, office practices and procedures, and filing and maintenance of fiscal records.
Attention to detail, interpersonal skills, problem-solving skills, and decision-making skills.
Ability to 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 with company managers, residents, and associates.
Skill in word processing and drafting correspondence and memoranda; basic internet experience.
Proficiency with MS Office applications, including Microsoft Word and Excel.
Ability to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
Ability to physically access all exterior and interior areas of the community and amenities.
Ability to meet the position’s physical demands, including prolonged sitting, some bending, stooping, and stretching, and occasional lifting of files or paper weighing up to 30 pounds.
Regular and consistent attendance.

Nice To Haves

Associate degree in business administration or equivalent.
At least two years of experience in residential properties, rental operations, hotel operations, or related business operations.

Responsibilities

Coordinate move-in orientations by appointment for each new resident.
Contact new residents within seven days of move-in to check satisfaction and report issues.
Scan required move-in documents into Onesite and oversee pending tasks.
Guide walk-in traffic and minimize wait times.
Handle walk-in resident concerns in coordination with the Resident Service Manager and/or Community Director.
Check and respond to voicemails, texts, emails, and other resident and community communications within established time guidelines.
Organize incoming packages and distribute them as needed.
Work with the Business Manager, Centralized Admin, Centralized Sales, and Renewal teams to support leasing and renewal goals.
Use the CRM to manage resident relations, service requests, and resident communications.
Inspect move-in-ready apartments before orientation to verify they meet standards.
Walk through amenities daily to ensure they are stocked and in good condition.
Inspect problematic areas reported by residents and follow up with the service team until deficiencies are resolved.
Provide customer service to internal and external customers.
Provide backup coverage by showing the property to walk-in prospects when needed and answering questions about the community.
Receive and greet community visitors; respond to prospect, resident, and customer inquiries and phone calls.
Prepare reports, memos, letters, resident correspondence, and other documents as directed by the Resident Services Manager or Community Director.
Set up self-guided tours and answer questions about the community, lease terms, and local area when needed.
Complete market summaries and comparable-property reports as directed.
Comply with company employment policies and procedures and demonstrate UDR values while performing job functions.
Perform Resident Service Manager duties in that person’s absence.
Perform other duties as assigned or necessary.