Resident Service Specialist

UDR Careers•Plano, TX

13d•Onsite

About The Position

UDR is seeking a Resident Service Specialist for Legacy Village in Plano, Texas. The role coordinates responses to resident service issues and tracks follow-up on move-in satisfaction while maintaining company customer service standards. It handles resident-related administration, move-in coordination, Onesite responsibilities, concierge-style service, and resident activities. The specialist coordinates new-resident orientations and post-move-in check-ins, maintains move-in documentation and pending tasks in Onesite, supports resident communications and package distribution, and works with business, administrative, sales, and renewal teams. The role also monitors apartment and amenity condition, follows up on reported deficiencies, assists walk-in residents and prospects, prepares documents and reports, and provides coverage for Resident Service Manager duties when needed. The position reports to the Community Director, Senior Community Director, or Resident Services Manager. This position requires a high school diploma or equivalent, at least two years of office experience, and a valid driver’s license. An associate degree in business administration or equivalent and two years of experience in residential properties, rental operations, hotel, or related business operations are preferred. The position is based in a normal office environment, with access throughout the community and amenities, occasional exposure to outdoor conditions, and occasional evening or weekend work.

Requirements

High school diploma or equivalent.
At least two years of office experience.
Valid driver’s license, 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 on support assignments.
Knowledge of community and rental property operations and Fair Housing laws.
Customer service skills and knowledge of principles and methods for showing and promoting property.
Ability to present information effectively to prospective or current residents.
Knowledge of Onesite reporting, office practices and procedures, and filing and maintenance of fiscal records.
Strong attention to detail, interpersonal, problem-solving, and decision-making skills.
Ability to work effectively with clients, associates, the public, company managers, residents, and associates.
Excellent verbal and written communication skills; ability to create, compose, and edit written materials.
Ability to establish priorities and coordinate work activities.
Proficiency with word processing, drafting correspondence and memoranda, and Microsoft Office applications including Word and Excel.
Basic internet experience.
Ability to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
Ability to access all exterior and interior parts of the community and amenities.
Ability to meet the physical demands of prolonged sitting, occasional bending, stooping, 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, or related business operations.

Responsibilities

Coordinate and conduct move-in orientations by appointment.
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, minimize wait times, and address 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 amenities daily to check that they are stocked and in good condition.
Inspect areas where residents report problems and follow up with the service team until deficiencies are resolved.
Provide customer service to internal and external customers.
Show the property to walk-in prospects when needed and answer questions about the community.
Greet visitors and respond to prospect, resident, customer, and telephone inquiries.
Prepare reports, memos, letters, resident correspondence, and other documents as directed.
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 policies and procedures and demonstrate UDR values in job duties.
Perform Resident Service Manager duties in that manager’s absence.
Perform other duties as assigned or necessary.