Resident Relations Specialist

POSITION SUMMARY:

If you are energetic and customer-focused we are looking for you to join our team as Resident Relations Specialist. You will be responsible for creating a positive, memorable experience for all that come through our properties, as the “face” of AIL You should be passionate about meeting goals while working as part of a team. As Resident Relations Specialist, you will respond to telephone and email inquiries, assist residents and prospective residents with their concerns, give community tours, focus on turning interested parties into residents, and encourage others to “Love Where They Live”. The incumbent will report directly to Management.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

The duties listed below are representative of the essential job functions and are not exclusive. These may change, or new ones assigned with or without prior notice.

• Greets and welcomes all who enter the community.
• Provides information about the community, events, and opportunities for engagement in the local area.
• Plans, hosts and coordinates events, and promotes social media engagement.
• Responds to new leads that come via the resident management software, emails, telephone, referrals, and in-person.
• Communicates effectively via different methods on issues regarding maintenance requests, leasing or payment questions, move-in/out processes, and general customer service concerns.
• Keeps resident management software updated with documentation of communications and interactions.
• Schedules and tours of community and model apartments.
• Encourages referrals and repeat business from existing residents.
• Follows all standard operating procedures for closing leases.
• Maintains a 20% closing ratio (2 leases signed for every 10 leads).

COMPUTER EQUIPMENT AND SOFTWARE SKILLS:

• Google Workspace, Slack, Canva, and social media platforms.
• Apple/Mac products.
• Experience with Entrata (resident management software) is preferred.

MINIMUM QUALIFICATIONS AND EXPERIENCE:

• Education: High school diploma or general equivalency diploma (GED) is required; some college preferred.
• Experience: One to two (1-2) years of customer service.

ADDITIONAL REQUIREMENTS:

• Maintain a valid Driver’s License and have a vehicle.
• Read, write, and communicate in English, as well as have basic mathematical skills.
• Have the ability to work independently without direct supervision.
• Be able to multitask and manage competing priorities.

WORKPLACE CIVILITY AND ATTRIBUTES:

• Represents Amherst Innovative Living with a positive demeanor at all times.
• Participates fully as a team member, completing all requirements assigned in a timely manner.
• Treats all employees, residents, and vendors with dignity and respect.
• Works cohesively with team members and all co-workers.
• Displays a positive attitude through supportive behaviors and problem-solving skills.
• Acts in a professional manner and maintains a positive work environment.
• Utilizes excellent verbal and written communications skills.
• Maintains professional relationships with residents and throughout the community.

PHYSICAL DEMANDS:

The following physical demands are representative of those that must be met to successfully perform the essential functions of this job:

• Lift, carry, or manipulate a minimum of 25 lbs unassisted.
• Travel between company locations throughout the local area.
• Stand, walk, drive, sit, stoop, reach, bend, stretch and climb stairs during the entirety of the scheduled shift.
• Operate a computer and have specific vision abilities, including close and distance vision, and adjust vision while working with a computer and other business equipment.

Reasonable accommodation may be offered to enable qualified individuals with a disability to perform the essential functions of the job.

Hiring is contingent upon references and successfully passing background screening.

Job Type:

Full-time

Benefits

• Health insurance reimbursement
• Cell phone reimbursement
• 14 paid holidays
• Paid time off
• Sick days
• Referral program

Schedule

• 8 hour shift
• 1 Full Weekend plus one other Saturday and Sunday each month
• Flexible schedule

Equal Employment Opportunity (EEO) - "Know Your Rights": 

https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12ScreenRdr.pdf

Employee Polygraph Protection Act (EPPA): 

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/eppac.pdf

Family and Medical Leave Act (FMLA):

https://www.dol.gov/sites/dolgov/files/WHD/legacy/files/fmlaen.pdf