Virtual Resident Services Manager - The Residences at Bella Terra Apartments

Udr • Huntington Beach, CA

239d • $25 - $27

About The Position

UDR, Inc. and its affiliated companies are adding a Virtual Resident Services Manager to our team. This position offices out of The Residences at Bella Terra located in Huntington Beach and provides customer service & support via email and text communications to our residents residing at our apartment communities in S. CA. The position's schedule is Tuesday - Saturday, 8:30a - 5:30p. Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a 'Care Hero' and it's your job to save the customer's day? As a Virtual Resident Services Manager, each day you to build a sense of community and strive to achieve the community's resident retention and customer service goals.

Requirements

• Minimum two years' property management experience in onsite office operations, leasing, administration, and customer service.
• Minimum two years' experience in a customer service support role.
• Telephone, email, text customer support experience.
• Minimum of two years' office administration experience.
• Strong attention to detail, with professional writing presentation.

Nice To Haves

• Bachelor's Degree in Business, related field, or its equivalent, preferred.

Responsibilities

• Serve as frontline, 'first responder' to resident requests on behalf of onsite community team.
• Responsible for the coordination and execution of all administrative and customer service community tasks via electronic means.
• Provide the best standard of quality and service through resident relations.
• Answer resident and guest questions virtually, professionally, and timely via phone, text, email, and the CRM for multiple sites.
• Implement strategies to improve quality of customer service.
• Oversee and ensure any resident escalations are resolved and/or escalated to the appropriate department.
• Maintain acceptable NPS and customer experience scores.
• Communicate with site teams as well as centralized teams to ensure prompt assistance to residents, prospects, and applicants.
• Assist as needed with the move-in and move-out process, transfers, roommate changes, lease renewals, resident referrals, and amenity reservations.
• Utilize the CRM to effectively manage resident relations and communications.
• Manage social media accounts as requested.
• Prepare, communicate, and send resident and community letters and notifications.
• Issue digital parking permits and assignments electronically to residents.
• Administer SmartRent, a digital key system.
• Review and modify rentable items on resident accounts.
• Enforce all community policies and procedures.
• Maintain compliance related to lease agreements.
• Help coordinate and communicate community events.
• Administer Parcel Pending/Luxor, a digital locker system for packages.
• Field resident questions, concerns, and complaints professionally.
• Engage directly with centralized teams by monitoring inbound requests.
• Attend district and/or area leadership meetings.

Benefits

• Comprehensive benefit package.
• Apartment rental discount.
• Company matched 401(k).
• Vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year).
• Company observed holidays.
• Discounts to live in our best-in-class communities.
• Tuition reimbursement.
• Company sponsored events.
• Community service days.
• Annual President's Club held in Las Vegas.

What This Job Offers

• Career Level: Entry Level
• Industry: Real Estate
• Education Level: Bachelor's degree