RESIDENT EXPERIENCE SPECIALIST

As a Resident Experience Specialist at GHP, you will be a dynamic professional playing a pivotal role in both leasing and customer care activities. Serving as the primary point of contact for prospective and current residents, you will be responsible for delivering exceptional customer experiences and fostering a sense of community within our properties.

REPORTS TO:  Assistant General Manager

HOW YOU WILL CONTRIBUTE:

Customer Service:

Leasing:

• Provide a memorable leasing experience for prospective residents through personalized tours.
• Assist with prospect inquiries, application process, and move-in procedures.
• Work closely with the General Manager and Service teams to ensure a welcoming move-in experience.
• Demonstrate service excellence, aligning with company values and policies.

Customer Care:

• Act as the first point of contact for resident inquiries, service requests, and concerns.
• Mediate conflicts and provide alternative solutions to enhance resident satisfaction.
• Efficiently handle resident requests, complaints, and contribute to resident retention efforts.
• Demonstrate service excellence through company values and initiatives.

Sales and Marketing:

Leasing:

• Maintain knowledge of community features and benefits, showcasing them during the sales process.
• Implement creative campaigns, continuous outreach, and social media management.
• Create a pipeline of prospects through lead follow-ups and tailored updates.
• Adhere to sales and occupancy goals, staying informed about competitive properties.
• Customer Care:
  • Plan and host community events to enhance resident engagement.
  • Conduct outreach to foster new leads.
  • Assist with designing flyers, brochures, and other collateral as needed.
  • Utilize social media outlets for resident engagement.
  • Contribute to the resident renewal process by presenting renewal options.

Operations:

Leasing:

• Maintains a fundamental working knowledge of all lease documentation and resident guide policies and procedures (e.g. Fair Housing guidelines, renter’s insurance policy, lease forms and agreements, etc.).
• Ensure ‘model’ and target apartments are ready for show, following GHP hospitality standards.
• Organize resident and property files and input information into Yardi accounting system.

Customer Care:

• Contribute to the cleanliness and curb appeal maintenance of the property.
• Conduct compliance inspections and prepare notices for residents as instructed.
• Generate and follow up on maintenance work orders, ensuring effective communication with residents.

You Have:

• Desire to deliver exceptional resident experiences in a fast-paced, high-energy environment.
• Personable, positive, team-oriented mindset.
• Ability to multitask, work independently, and manage competing priorities.
• High school diploma or equivalent experience
• 1-3 years’ practical experience in sales or customer relations.
• Strong interpersonal communication skills.
• Ability to resolve conflict and be solution oriented.
• Knowledge of Fair Housing preferred.
• General computer skills required.
• Valid Driver’s License.
• Must pass background and drug test screening.
• May require driving golf cart.

PHYSICAL REQUIREMENTS:

• Frequently move/traverse, ascend/descend stairs in/around apartment homes and community.
• Constantly positions self to bend, stoop, reach, lift.
• Occasionally lift/move/carry up to 25lbs with/without assistance.
• Frequently lift/move/carry 5lbs
• Constantly communicate, converse and exchange information with coworkers, vendors, residents, and visitors.
• Ability to remain in a stationary position for extended periods of time.
• Ability to observe details at close range (within a few feet of the observer).
• Constantly operates computer, 10-key and other office productivity machinery.
• Constantly works in low to moderate noise levels.
• Constantly works in outdoor weather conditions.
• Must have flexibility to work any shift: 9AM - 6PM, 10AM - 7PM or 11AM - 8PM, including weekends. 

COGNITIVE OR MENTAL REQUIREMENTS:

• Reading;
• Writing
• Ability to communicate clearly
• Ability to deal with complex issues; and
• Attention to detail.

ELIGIBILITY REQUIREMENTS:

• Must have unrestricted work authorization to work in the United States; and
• Must be willing to submit to a background investigation.

Benefits: Fully paid medical insurance available to employees along with dental, vision. Other benefits include: flexible spending account, Life/AD&D insurance, pet insurance, Employee Assistance Program, TicketsAtWork.  There is also free onsite parking.

Salary Range: $19-$20/hour DOE

Eligible for:  Commissions, Bonuses, and Overtime

Benefits: Fully paid medical insurance available to employees along with dental, vision. Other benefits include: flexible spending account, Life/AD&D insurance, pet insurance, Employee Assistance Program, TicketsAtWork.  There is also free onsite parking.

Salary : $19 - $20