Resident Service Specialist

UDR Careers•Washington, DC

3d•Onsite

About The Position

UDR is seeking a Resident Services Specialist to join their team. This role is responsible for coordinating responses to resident service issues, tracking and following up on move-in satisfaction, and maintaining company customer service standards. The position involves completing various administrative functions related to resident needs, move-in coordination, Onesite responsibilities, concierge-type customer service, and resident activities, all 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.
Must know and follow the Fair Housing laws.
Demonstrated skills with customer service.
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; filing and maintenance of fiscal records.
Must be detail-oriented.
Must demonstrate excellent interpersonal skills; problem-solving skills; and 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.
Attention to details.
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

Ensure each new resident has a move-in orientation conducted by appointment.
Contact new residents within seven days of move-in to ensure satisfaction and report any 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 incoming packages systematically and distribute as needed.
Work closely with the Business Manager, Centralized Admin, Centralized Sales, and Renewal teams to ensure leasing and renewal goals are met.
Utilize CRM to effectively manage resident relations, service requests, and resident communications.
Walk through move-in ready apartments to ensure they meet standards prior to 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 to ensure deficiencies are addressed, 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 if needed and answering questions about the community.
Receive and greet visitors to the community and answer inquiries from prospects, residents, and customers, as well as handle phone calls.
Research and prepare reports, memos, letters, resident correspondence, and other documents using word processing, spreadsheet, database, or presentation software at the direction of the Resident Services Manager or Community Director.
May interact with walk-in prospects by setting up a self-guided tour, answering questions about the community, lease terms, and local area.
Complete market summary and comp reports as directed.
Comply with all Company policies and procedures related to employment.
Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
Perform Resident Service Manager duties in the absence of the Resident Service Manager.
Perform other duties as assigned or as necessary.