Multifamily Resident Experience Specialist

5 days ago

Atlanta, Georgia, United States Cortland Partners Full time
Job Overview

The Resident Services Specialist plays a pivotal role in delivering exceptional support to residents and colleagues through the execution of a defined contact plan. This individual identifies the needs and wants of residents, provides unparalleled customer service, promotes the value of Cortland Communities, and demonstrates a standard of excellence across multiple multimillion-dollar multifamily apartment home communities.

Key Responsibilities
  • Contribute to cultivating an excellent resident experience by supporting current residents and thoughtfully resolving requests, concerns, or actions needed throughout their residency.
  • Exhibit outstanding customer service skills by taking the opportunity to inquire about the resident's experience and provide resolutions.
  • Adhere to processes and guidelines for reviewing or remedying any disputes and carefully identify concerns that may hinder retention.
  • Partner with Community teams and other internal teams to ensure effective communication and reinforce teamwork.
Administrative Duties
  • Demonstrate skillful knowledge of accounting functions, record keeping, and reporting.
  • Ensure the timely generation and delivery of renewal offers and the proper execution of renewal processing, confirm all renewal documentation is completed according to company standards.
  • Schedule and complete appropriate follow-ups as needed to discover wants and needs for the future lease period, discuss any objections, and address concerns.
  • Optimize occupancy and ensure maximum retention by securing renewal leases, meeting performance goals.
  • Execute a structured contact plan incorporating a variety of contact methods for each resident (e.g., emails, phone calls, text messages, etc.) to ensure the most effective communication method.
  • Demonstrate a strong understanding of the delinquency and eviction process.
  • Process notice-to-vacates in a timely manner and ensure signed documents are uploaded to OneSite.
  • Properly generate and execute ad hoc documentation as needed.
Requirements
  • Bachelor's degree or equivalent industry experience required.
  • 2+ years' experience in a sales or customer service role.
  • Experience in the multifamily industry preferred.
  • Excellent presentation, written, and verbal communication skills.
  • Stellar attention to detail and organization skills.
  • Strong analytical, critical thinking, and problem-solving skills.
  • Able to multitask and meet deadlines in a timely and organized manner.
  • Proficiency in Microsoft Office Suite, Funnel, OneSite, and RealPage applications.
  • Flexibility to work weekends and/or extended hours as needed.

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