Union Concierge - 95 Wall

UDR Careers•New York, NY

19h•Onsite

About The Position

The Union Concierge maintains the company’s customer service standards within the community and handles administrative functions related to residents’ needs, leasing, and resident activities. The role delivers high-quality resident service, helps address resident satisfaction, greets visitors and residents, handles calls, and assists with resident issues. The concierge reports directly to the Community Director, Senior Community Director, or Lead Service Manager and does not supervise others. The concierge manages the front desk, welcomes residents and visitors, controls access to the entrance, responds to resident inquiries and concerns, and enters service requests into the system. The role provides community communications, plans and coordinates resident events within budget, monitors amenity deficiencies, and supports the Service team with follow-up when needed. Additional duties include handling telephone calls, organizing packages, coordinating optional resident services, managing keys in accordance with company policy, and sharing information about local destinations. The position is performed in a normal office environment, with access required to all exterior and interior areas of the community and its amenities. There may be periodic exposure to outdoor conditions that are unpleasant or hazardous. Shifts vary. The role requires mobility, occasional bending, stooping, and stretching, and occasional lifting of items weighing up to 30 pounds. Regular and consistent attendance is an essential function.

Requirements

High school diploma or equivalent.
One to three years of experience as a concierge or in related customer service.
Must become an active member of the Union within 30 days of employment.
Knowledge of organizational and community policies and procedures, and ability to apply them to everyday issues.
Ability to effectively present information to prospective and current residents.
Knowledge of the demographics surrounding the assigned community.
Self-motivation, a positive team approach, effective communication, and client relations skills.
Knowledge of basic office practices and procedures, including filing and maintaining fiscal records.
Initiative, problem-solving skills, and the ability to establish priorities and coordinate work activities.
Professional, friendly telephone and greeting skills, and demonstrated customer service experience.
Professional verbal and written communication skills, an outgoing personality, and the ability to create, compose, and edit written materials.
Ability to work with residents, prospective residents, vendors, contractors, company managers, and associates.
Polished interpersonal skills.
Knowledge of computer systems and applications, with highly proficient skills in spreadsheets, word processing programs, internet use, and email.
Demonstrated proficiency using the internet and conducting internet searches.
Ability to travel within the community, bend, stoop, stretch, and occasionally lift items weighing up to 30 pounds.
Eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment.
Normal hearing and eyesight sufficient to record, prepare, and communicate reports.
Regular and consistent attendance.

Nice To Haves

Experience in hotel properties, rental operations, or a related upscale service business.
Certified Notary.

Responsibilities

Manage the front desk and serve as the first greeter for residents, prospective residents, vendors, and contractors.
Provide excellent customer relationship management and offer refreshments to guests waiting for staff when appropriate.
Ensure that only authorized individuals access the entrance.
Respond to resident requests and inquiries and address concerns according to company customer service standards.
Enter service requests into the system for residents who come to the front desk.
Provide community communications through the computer portal and postings on a daily, weekly, or monthly basis.
Plan and coordinate resident events, such as meetings, parties, cooking nights, and movie nights, within budget and in coordination with the Community Director or Property Manager.
Monitor and report amenity deficiencies to the Service Manager or Community Director/Property Manager when able to leave the front desk.
Assist the Service team with follow-up, including printing service requests or calling vendors when needed.
Answer telephone calls promptly and professionally, direct callers, or take messages.
Manage the package room by accepting packages, notifying residents, and locating and distributing packages.
Coordinate additional resident services where applicable, such as dry cleaning, transportation, tickets, flowers, or pet services.
Manage the key policy and process by issuing keys to residents or contractors and documenting them in accordance with policy.
Provide current information about local shopping, dining, nightlife, and recreational destinations.
Perform other duties as assigned or necessary.