Resident Relations Coordinator

Description

The Resident Relations Coordinator performs customer service and administrative tasks related to residential property management while ensuring all work is completed legally, efficiently, and in the best interest of both residents and the company. Must be highly motivated, organized, and able to work in a fast-paced environment.

Essential Duties and ResponsibilitiesDaily Responsibilities

• Provide customer service to all KMB residents.
• Answer phones and direct calls promptly and effectively.
• Respond to and resolve all email messages within 48 hours.
• Conduct daily follow-ups on recent service requests and completed work orders to confirm completion, quality of service, and resident satisfaction.
• Schedule in-person appointments when necessary.
• Address resident concerns and complaints in compliance with IURLTA and KMB procedures.
• Review resident accounting issues and coordinate with accounting for resolution.
• Communicate with the maintenance department to ensure resident needs are met.
• Follow up via phone, text, and email regarding prior messages.
• Maintain accurate documentation of calls and messages in Rent Manager software.
• Record communications with residents, prospects, owners, and vendors.
• Maintain knowledge of company policies and operational procedures.
• Provide daily call and message summary reports to management.
• Attend regular progress meetings to improve communication and workload management.

Monthly Responsibilities

• Prepare, post, and notify residents of necessary notices, including:
• Non-payment notices
• Leasing violations
• Unit inspections
• Pest control notifications
• Maintenance or utility issues
• KMB, owner, or landlord communications
• Serve as move-in concierge for new residents and complete move-in requirements.
• Manage parking assignments and leasing.

Additional Responsibilities

• Serve as backup for Office Manager and leasing calls as needed.
• Maintain current and accurate resident files.
• Audit and manage parking lots, permits, parking issues, and parking addendums.
• Provide office support during turnover periods in Iowa City.
• Assist with filing and electronic file organization.
• Support administrative tasks including:
• Data entry
• Preparing resident packets and promotional materials
• Managing calendars for upper management
• Typing correspondence
• Recording meeting minutes
• Travel to other KMB locations for training, meetings, or operational needs.
• Perform other duties as assigned.

Key Contacts

• Property Manager
• Maintenance Coordinator
• Maintenance Supervisor
• Accounting Department
• Leasing Agents

Supervisory Responsibilities

No supervisory responsibilities are associated with this position.

Functional Guidance, Authority, and Decision MakingSupervisory Controls

Reports directly to the Property Manager but may receive direction from other leadership and owners. Much of the workload is self-directed based on company and resident needs.

Authority and Responsibility

Responsible for ensuring business practices comply with IURLTA and Fair Housing regulations.

Work Environment

• Frequently exposed to outdoor weather conditions
• Moderate noise level in work environment

Requirements

 QualificationsEducation and/or Experience

• 2–3 years of customer service or client relations experience preferred
• Previous property management experience preferred

Language Skills

• Ability to read, analyze, and interpret business documents, professional journals, technical procedures, and government regulations
• Ability to write reports and business correspondence
• Ability to effectively communicate with managers, clients, customers, and the public

Mathematical Skills

• Ability to calculate discounts, prorates, and percentages
• Ability to read and understand account ledgers

Reasoning Ability

• Ability to solve practical problems and work with limited standardization
• Ability to interpret written, oral, diagram, or schedule-based instructions

Computer Skills

• Proficiency or ability to learn Microsoft Word, Excel, Outlook, and property management software

Tools, Vehicles, and Machines

• Valid driver’s license required
• Must maintain a licensed and insured vehicle in clean and good operating condition

Certificates, Licenses, and RegistrationsNo specific licenses or certifications required.Physical Demands

• Regular walking, talking, and hearing
• Frequent standing
• Occasional sitting, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling
• Occasionally lift and/or move up to 25 lbs
• Requires close vision, distance vision, color vision, and peripheral vision