Resident Service Coordinator - North Loop Green

Hines•Minneapolis, MN

1d•Onsite

About The Position

The Resident Services Coordinator at North Loop Green with Hines delivers a five-star resident and guest service experience. The role provides prompt, helpful responses; demonstrates in-depth familiarity with local businesses, restaurants, and entertainment; and supports a positive relationship with current and future residents. The position reports to the Community Manager and works from the assigned property five days per week. The coordinator handles resident inquiries and complaints, maintains community communications, plans resident events, supports prospect and leasing activities, assists with maintenance coordination, and oversees certain service-contract obligations. The role also contributes to resident satisfaction, prospect survey results, and social media reviews.

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.
Ability to work weekends and overtime as required.

Nice To Haves

Some college credits desired.
Hospitality experience is a plus.

Responsibilities

Handle and resolve customer complaints, involving the Management team when needed.
Respond to resident requests by telephone, email, or postal mail within 24 hours, and follow up within 24 hours to confirm satisfactory resolution.
Prepare a weekly summary of resident contacts and plans to increase resident satisfaction.
Greet prospects, guests, and visitors when they arrive at the community.
Provide personalized service focused on care and convenience for current and future residents.
Build positive relationships with residents and confirm their expectations are being met.
Address resident complaints and concerns promptly and professionally, aiming for satisfactory outcomes.
Communicate community happenings to residents through the computer portal and postings.
Plan, promote, and deliver resident events and activities.
Identify, communicate, and implement opportunities to improve resident experience and service.
Complete application approval checklists with the leasing team and track applications for required approvals and documentation.
Support Hines culture and encourage an empowering environment that helps achieve strong prospect survey results and social media reviews.
Handle overflow scheduled tours by phone and email using a digital consultation approach; explain the community and its services.
Follow up with active prospects as required, including by calls and emails, and provide relevant information such as quotes.
Assist the maintenance team with preventative maintenance schedules, planning, and notifications.
Supervise certain contract obligations, including janitorial, window washing, elevator maintenance, security, and valet services.
Carry out other duties as assigned by the Community Manager.