Resident Services Hub Agent

Supports the property’s focus to achieve a high level of customer satisfaction and resident retention. The Resident Services Hub Agent handles all resident generated traffic including but not limited to calls, emails, text messages and live chat in a timely fashion.

Responsibilities/Essential Job Duties

Understand

Thorough understanding of the property and the “Vision” of Parkmerced.

Respond

Phones to be answered in three rings. All abandoned calls to be returned within two hours and reported to the RS Manager. Maintain a wait time of less than one minute. All resident requests/questions to be addressed within four hours of receipt and documented in Yardi memos. Responds courteously to resident and client/owner concerns and questions, and takes prompt action to solve problems and/or document.

Maintain

Keeps all resident information and account records accurate in Yardi. Performs other duties as assigned by management.

Organize

Queue (phone, email, text, live chat) to be cleared out daily. Ensure personal and common areas in the Hub are organized and cleared of clutter/packages.

Know

Well-versed on the following: the development plan, parking, storage, fobs, garage remotes, Car-Free Living, pet policies, facial recognition, property amenities, Amazon, Locker One, Freshbox, Community Activities, YMCA Partnership, Basic Accounting, Community Patrol, Maintenance, etc.

Organizational Responsibilities

Adhere

Adhere to established policies and procedures as identified on the Maximus Real Estate site.

Maintain

Maintains appropriate confidentiality of information created or encountered in the performance of assigned duties.

Comply

Complies with departmental regulations, policies and procedures.

Perform

Performs other duties as assigned by management.

Qualifications

  • Strong written and verbal communication skills.
  • Proficiency in phone and email etiquette.
  • Ability to work with minimal supervision in a fast pace environment.
  • Proficient in Microsoft Outlook, Word, and Excel.
  • Basic math skills.
  • Ability to multi-­task.
  • Demonstrated proficiency in word processing, property management applications (preferably Yardi and/or On-­ Site), and spreadsheet management programs in order to complete required reports and employment documents.
  • Strong organizational skills and attention to detail.
  • Excellent customer service skills to be able to interact effectively with a diverse group of people, stay calm under pressure, and provide cheerful assistance to others.

Education and/or Experience

  • High school diploma, some college preferred.
  • 1 year of customer service experience required.
  • 2 years’ experience in customer service, residential, hospitality, or concierge services.
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