Sales Move-In Manager

4 weeks ago

Decatur, United States Holbrook Life Full time

The Sales Move-In Manager is a customer-facing position responsible for a critical role in the organization. This position is a critical piece of the overall customer experience. As Sales Move-In Manager, the primary purpose of this role is to coordinate and facilitate all aspects of the resident move-in process.

RESPONSIBILITIES

Deliver excellent customer service experience.

Proactively contact depositors within 24 hours to initiate move-in process.

Get deposit incentive information from CRD team.

Work in collaboration with Design Team on upgrade needs regarding schedule move-in.

Obtain decision of resident on needed upgrades, written confirmation and follow all necessary deposit and billing policies.

Communicate with onsite maintenance team around any additional residence needs prior to move in and including (but limited to) property standard items such as shower rods and curtain liners.

Monitor work of builder and ensure quality and timely completion.

Complete owner punch and arrange for Resident to tour and accept upgrades.

Prepare final invoice for resident to pay at lease signing.

Ensure all residents are welcomed warmly and professionally.

Welcome visitors and guests with the Holbrook-approved greeting and offers available refreshments.

Proactively contact resident after deposit to confirm a date and time to move and places on 2 property schedule.

Recommend property preferred moving partners and send contact information.

Send moving guidelines to resident, answers any questions and ensures Resident is aware of guidelines

. Contact resident weekly from scheduled date to confirm all arrangements have been made and answer any questions.

Complete all pre-move steps per the established checklist.

Complete all aspects of the resident on-boarding process in a timely manner.

Ensure that customized welcome gift is ordered and placed prior to move in date.

Contract with any outside service providers.

Work with BOC to set the lease signing schedule and communicate with GM.

Provide high-level community overview/information as requested.

Assist with general office support and clerical duties including mail receiving, sorting and distribution; supply/collateral ordering, stocking and distribution of office supplies, photocopying, filing, etc.

Own the resident move-in coordination and process, communicate with all site teams to ensure a smooth move in experience for residents and site operations.

Complete other duties as assigned including working on some evenings, weekends and holidays as business/schedule dictates.

*Assist Community Relations Director with sales tours when busy.

QUALIFICATIONS

College degree preferred and three years of related experience, or seven years of related experience.

Preferred experience in a customer relationship management (CRM); working in a customer service role; coordinating business/professional events; and/or sales and marketing experience; sales experience preferred

Excellent verbal and written communication skills

Competency in MS Office applications and ability to learn new technology programs and applications.

Ability to work effectively both independently and as part of a team.

Strong organizational skills and attention to detail.

Flexibility and the ability to multitask.

Strong customer service orientation and ability to maintain a warm, friendly, cordial demeanor

. Good judgement, problem-solving and decision-making skills.

Negotiation/influencing skills.

Ability to develop and maintain positive relationships with customers, colleagues and vendors.

Sense of urgency and ability to work in a fast-paced environment; deadline-driven.

Ability, availability and willingness to work nights, weekends and holidays as business needs/schedule dictates.

KEY COMPETENCIES

Collaboration Communication Problem Solving Taking Initiative Service to Others / Customer Focus

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