Assist Resident Services Manager in addressing resident inquiries or service requests and/or schedule appointments for residents with escalated issues to meet with the appropriate person. Assist at the front desk, respond to resident emails, respond to faxes, and maintain the appearance of the reception area. Assist with departmental reporting and updating form templates in the u:drive as needed. Such other tasks or assignments as may be required by management.
Respond to resident complaints and/or forward issue to Resident Services Manager if resident is dissatisfied with protocol or if no resolution to issue. Answer calls received via the Resident Services Queue while maintaining a wait time of less than 1 minute. Follow up with residents to guarantee work orders have been processed expeditiously and enter notes in Yardi system to track issues.
Maintains status and locations of personnel. Maintains appropriate security and confidentiality of information created or encountered in the performance of assigned duties. Responsible for maintaining the RS vehicle and reporting any damages or mechanical problems with car.
Create work orders for every service request and provide specific details as it relates to issue or service needed. Create and maintain automated or manual logs of activity.
Manage Parking and Storage rentals. Conduct bi-weekly tower inspections of (2) assigned towers within property as well as associated townhome blocks. Submit findings of inspection to Resident Services Manager and Maintenance department for follow up. Track progress and completion of all work orders requested.
Meet resident(s) at assigned location at move in. At move in, carry out move in walk with resident(s) in attendance to complete necessary documents, clarify in detail neighborhood’s amenities and features associated with new resident and tour neighboring facilities with new resident to make acquainted if necessary.
Provide detailed assessment of charges and pictures to validate applied charges when necessary. All documents must be retained in the resident’s file. Deliver detailed documents to the Maintenance Department for unit turn and record unit status in Yardi.
Adhere to established policies and procedures as identified on the Maximus Real Estate Partners website. Complies with departmental regulations, policies and procedures.
Prepare and post resident announcements such as community events, referral incentives, community reminders, etc. Obtain necessary copies of paperwork, keys and key fobs for scheduled move-in.
Make all updates necessary in Yardi system to ensure resident information and account records are accurate. Enter a memo for all resident interactions in Yardi. Processes and evaluates information received, prioritizes call and dispatches to appropriate trades. Responsible for the programming and distribution of FOBs/Remotes when requested as well as the cancellation of FOBs/Remotes returned to the office.
Coordinate with Leasing Team for move-ins and track all notices of move out received by Resident Services. Contact current resident(s) to confirm move out date, schedule move out process and 30 day advance and final inspections. Contact future resident(s) to confirm move in and schedule move in process. Receives and responds to emergency and non-emergency calls and logs into Yardi.
Inspect move-in ready apartment and confirm condition, placing resident move-in gifts at that time.
- Ability to engage in telephone communications in a professional manner.
- Ability to use and understand Microsoft Outlook, Word, and Excel.
- Ability to write and communicate effectively.
- Knowledge of basic office machine systems such as copy machines, fax machines, scanners.
- Basic math skills.
- Ability to multi-task.
- Some knowledge of the Yardi program preferred.
Credentials and Experience
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- High school diploma, some college preferred.
- 6 months of customer service experience required.