Resident Services Coordinator

4 weeks ago

Augusta, United States Augusta Rental Homes Full time
Description

The Resident Services Coordinator is responsible for all areas of resident engagement. The role will answer all incoming company calls, assist residents with maintenance requests, track, and order office supplies, coordinate move-in and move-out processes, coordinate NSF and collection processes, open and close office, and promote high-quality communication between residents, owners, and the company.

Responsibilities

• Customer Service and Communication: Ensure a high level of customer service and communication with residents and owners to enhance customer satisfaction and increase renewals, revenue, reputation, and profitability.
• Office Supplies: Ensure all office supplies are neatly organized and track usage. Once a month, place an order to keep stock at appropriate levels.
• Opening and Closing Office: Ensure upon arrival at the office that lights are on and the office is ready for the business day. Upon leaving for the day, ensure lights are off and the office can be safely and efficiently closed until the next business day.
• Move-In and Move-Out Coordination: Initiate all processes for move-ins and move-outs. Follow set processes and not deviating from those. Make sure timely and proficient communication with residents and portfolio managers takes place.
• Vendor Relations: Provide consistent communication with outside vendors regarding work schedules, scope of work requirements, invoices, and Augusta Rental Homes expectations.
• NSF Process: Follow set processes and not deviate from those. Ensure timely communication, NSF fee application, and late fee application when applicable.
• Leasing: Conduct leasing duties as time allows. Follow up on any open leads on listed units. Work with prospective residents to promote inventory, explain payment expectations, set up tours, explain and initiate the application process, and sign a lease.
• Phone: Ensure all incoming calls to the company are answered in a timely manner. All phone conversations are to be handled with customer service in mind. Make sure the purpose of all phone calls is fulfilled. Park calls, take messages, and create call-back tasks when necessary.
• Financial: Ensure that all funds are acquired accurately and in a timely manner in accordance with leasing terms. These funds include lease admin fees, security deposits, NSF fees, late fees, and rent.
• Effective Use of Company Software Programs: Utilize various software tools, including Notion, Lead Simple, and Buildium, to manage and track operations effectively.
• Innovation & Accomplishment: Stay updated with industry trends and best practices in leasing to drive continuous improvement.
• Fair Housing Policies: Ensure compliance with all local, state, and federal fair housing laws and Augusta Rental Homes' policies.

Qualifications

The qualified applicant will understand and apply quality communication with residents to give comprehensive answers that follow company policy while providing a premier experience to residents for moving in and moving out of our residential properties. To meet this goal, the qualified applicant will possess:

• Proven experience as a receptionist or customer service position, including experience in single-family and multi-family property management environments.
• Strong organizational skills and the ability to function in a fast-paced environment.
• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.
• Knowledge of local housing provisions and federal fair housing laws.
• Proficiency in computer systems and software used in leasing and property management.
• Treating people with respect.
• Communications- Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.
• Problem Solving- Identifies problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Resolves problems in early stages. Works well in group problem-solving situations. Reacts well under pressure. Relates and interacts well with all types of people.
• Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Motivates others to perform well. Approaches assigned tasks enthusiastically and with vigor.
• Ability to read and comprehend resident lease ledgers in conjunction with lease agreements to answer resident questions.
• Must be able to pay attention to detail.
• Comprehension of federal fair housing laws and any applicable local housing provisions.
• Must have highly proficient computer and professional phone skills.

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