POSITION: Resident Services Coordinator (Full-time, Non-Exempt)

DIRECT REPORT: Property Manager

JOB DESCRIPTION

The Resident Services Coordinator is responsible for assisting the Property Management team in maintaining all aspects of property operations, but with a concentration on the resident relations, resident support, resident communications, and resident retention of the portfolio. The Resident Services Coordinator strives for 100% occupancy through retention of existing residents, resident events, surprising and delighting new and existing residents and providing excellent customer service.

RESPONSIBILITIES (including but not limited to)

• Utilize Company expectations and procedures to warmly greet prospective and existing clients, professionally address any and all issues in a prompt manner, follow up on status of all work orders and resident satisfaction, plan and execute monthly resident events, and other duties as they arise.
• Answer incoming phone calls professionally and handle accordingly, whether the caller is a prospective client, a client, an internal Company team member or a vendor.
• Maintain accurate client records in accordance with Company policy. Ensure that all calls and emails are responded to same day.
• Review and assign all incoming resident communication to the resident services email account.
• Maintain residents file and review PMS dashboard daily
• Assist residents with day-to-day tasks, ensuring that any issues or concerns that arise are resolved immediately.
• Demonstrate solution-oriented problem-solving skills with issues and concerns that arise.
• Demonstrate a positive, professional, and client-oriented attitude about the company with team members, residents, clients, and the public. Strive for improvements in community performance.
• Participate in on-going training as required.
• Manage resident relations as they pertain to coordinating requests for repairs and maintenance, understanding of rent charges, lease issues and other resident concerns.
• Scan and upload all required documents to residents account in PMS.
• Assist with AP process by creating POs, change orders, researching vendor ledgers and statements, and requesting back up documentation from vendors as needed.
• Assist with work order assignments and follow up with residents and maintenance as needed.
• Enter work orders from residents into PMS.
• Complete incident reports and insurance claims as needed.
• Confirm work order completion and conduct quality control calls/work order follow up calls.
• Assist with "building office hours" assigned.
• Assist with paperwork for both market and subsidized applicants.
• Be an ambassador for customer service by consistently going above and beyond to ensure that Ivy Residences customers are satisfied.
• Assist events, such as Move-in and Move-out.
• Enter memos for any and all resident communication.
• Assist with any other duties and responsibilities as assigned.

QUALIFICATIONS

• 1-2 years of customer service experience
• Strong communication skills
• High-energy and enjoys a fast-paced environment
• Enjoy and take pride in providing excellent service
• Neat, professional appearance
• Strong customer service skills
• Ability to work nights and weekends
• Organized, detail-oriented, and punctual
• Pro-active, solution-oriented, problem solver
• High school graduate or GED required
• College Degree in Business, Real Estate, Communications, or related field preferred

BEHAVIORS

• Team player - working alongside coworkers to achieve goals
• Solution-oriented - creatively finding solutions to bring about positive resident experiences and interactions
• Proactive - looking to dig in and tackle tasks as they arise

MOTIVATIONS

• Resident Experience - you want our residents to love living in our building and to tell their friends about Ivy Residents
• Growth Opportunities - believing in professional and personal development through hard work, strategy, and consistent feedback