Resident Service Coordinator - Lincoln Common

Hines•Chicago, IL

16d•Onsite

About The Position

Hines is hiring a Resident Services Coordinator at Lincoln Commons to deliver a five-star resident and guest service experience. The coordinator provides prompt, personalized service to current and prospective residents, develops positive relationships, and uses knowledge of local businesses, entertainment, and restaurants to support residents. The role reports to the Community Manager and includes resident issue resolution, amenity reservations, coordination with maintenance and management teams, contract oversight, accounting and reporting support, and assistance with commercial property management and leasing tasks. The employee must hold or obtain an Illinois real estate leasing agent license within 120 days.

Requirements

High school diploma or GED from an accredited institution.
Excellent customer service experience and ability to pass a fair housing exam.
At least two years of relevant experience.
At least two years of experience receiving and resolving customer service concerns or disputes.
Effective written and verbal communication skills.
Ability to work independently without direct supervision.
Knowledge of property-level operations software, Outlook, internet software, and Office 365, including Excel and Word.
Ability to meet high attendance and punctuality requirements.
Ability to visually inspect the building, including garage and roof areas.
Ability to climb stairs for inspections and emergency procedure practice or implementation.
Ability to physically withstand long working hours.
Ability to detect emergency alarms through auditory and/or visual senses and to use olfactory, auditory, and visual senses.
Must hold or obtain an Illinois real estate leasing agent license within 120 days.
Able to work weekends and overtime as required by the job.

Nice To Haves

Hospitality experience.

Responsibilities

Handle and resolve customer complaints, escalating unresolved inquiries or complaints to the Management team.
Respond within 24 hours to resident requests received by telephone, email, or postal mail.
Provide personalized service focused on care and convenience for prospective and current residents.
Engage with residents, build positive ongoing relationships, and confirm their expectations are being met.
Address resident complaints and concerns promptly and professionally, seeking a satisfactory resolution.
Identify, communicate, and implement opportunities to improve the resident experience and service.
Support Hines culture and an empowering environment to achieve strong prospect survey results and social media reviews.
Coordinate with the maintenance team on preventative maintenance schedules, planning, and notifications.
Supervise certain contract obligations.
Manage reservations for reservable amenities, including the sky lounge, guest suites, and loading dock.
Handle accounting responsibilities, including invoice uploading and approval, and management of incoming physical mail.
Support monthly reporting, including accruals and variance comments as applicable.
Support the Assistant Property Manager with some commercial management tasks, including vendor contract management and retail leasing support.
Assist with resident renewals and move-outs.
Carry out other duties assigned by the Community Manager.