Resident Service Specialist - Inwood West - $1500 Sign-On Bonus

UDR Careers•Woburn, MA

11d•Onsite

About The Position

UDR is hiring a Resident Service Specialist for Inwood West, an apartment community with 446 homes in Woburn, Massachusetts. The position coordinates responses to resident service issues, tracks and follows up on move-in satisfaction, and maintains company customer service standards. It also performs administrative work related to resident needs, move-in coordination, Onesite, concierge-style service, and resident activities to support high-quality resident service. The role coordinates resident move-in orientations and post-move-in satisfaction checks; manages move-in documents and pending tasks in Onesite; handles resident communications, packages, walk-in traffic, and concerns; and works with internal teams to support leasing and renewal goals. It also monitors apartment and amenity conditions, follows up on reported deficiencies, provides backup coverage for visitors and prospects, prepares documents and reports, and performs Resident Service Manager duties when that manager is absent. The position reports to the Community Director, Senior Community Director, or Resident Services Manager. Pay is $27–$30 per hour, and the $1,500 sign-on bonus is payable after 90 days of employment with UDR.

Requirements

High school diploma or equivalent.
At least two years of office experience.
Valid driver’s license that must be maintained, unless otherwise noted.

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 resident service issue responses and track and follow up on move-in satisfaction.
Ensure each new resident receives a move-in orientation by appointment and 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 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 and walk through amenities daily to check that they are stocked and in good condition.
Inspect areas of concern reported by residents and follow up with the service team until deficiencies are resolved.
Provide superior customer service to internal and external customers.
Provide backup coverage by showing the property when needed, greeting visitors, answering inquiries and phone calls, and setting up self-guided tours when applicable.
Prepare reports, memos, letters, resident correspondence, and other documents using word-processing, spreadsheet, database, or presentation software as directed.
Complete market summaries and comparable-property reports as directed.
Comply with company employment policies and procedures and commit to Living the UDR Values.
Perform Resident Service Manager duties in that manager’s absence and perform other assigned or necessary duties.