Resident Relations Representative

Position Overview

Millennia Housing Management is seeking an experienced Resident Relations Representative. We are looking for someone that has office experience, preferably in affordable housing. The Resident Relations Representative serves as the first point of contact for all resident interactions on site. Assists with all inquiries, including move-in process, resident requests, customer follow-up, renewal process, move-out process, and resident transfers.The Resident Relations Representative must have the ability to process rent collections, utility checks, and invoices. Along with creating marketing, communication materials, outreach to the community, process applications, professionally answering a multi-line phone system, multi-task in a highly fast-paced environment, and the ability to form professional customer service relationships with the staff and vendors, residents, and potential residents.

This person must be a self-starter who can work with minimal supervision

Essential Functions and Responsibilities

General

• Responsible for filling occupancy
• Promotes positive, proactive customer interactions to make their Millennia Housing Management experience of the highest quality.
• Solves simple to complex resident relations issues promptly.
• Assists residents with the move-in and move-out process as needed.
• Performs resident retention calls according to guidelines currently in place.
• Ensures that all relevant information regarding resident concerns and requests are accurately recorded in OneSite.
• Provides input regarding how to improve and provide more efficient resident relations continually.
• Facilitates the resident retention process, which includes renewal paperwork.
• Assists with achieving financial goals through closing on renewals and transfers, participating in leasing goals, and communicating the value of our communities.
• Process resident applications, lease documents, and related paperwork as needed.
• Performs community inspections to ensure aesthetics are maintained to company expectations.
• Follow up with unresolved resident concerns in surveys or reviews as needed.
• Participates in performance leasing consultant responsibilities as needed (leasing, tours, etc.)
• Must be knowledgeable of all phases of leasing and resident retention.
• Maintains awareness of local market conditions and trends. Contributes ideas to management for the marketing community and for improving resident satisfaction.
• Maintains marketing and outreach program.
• Answers and handles incoming phone calls from prospective new residents, current residents, vendors/supplies, etc.
• Greets prospective residents, shows community, and performs leasing duties as needed.
• Physically inspects property when on grounds, picks up litter, and reports service needs to maintenance and/or grounds staff. Will also inspect move-outs and vacant homes when requested.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Education and Experience

• High School Diploma or equivalent work experience
• One year experience in a customer service environment preferred
• Superior customer service skills and a desire to help people
• Ability to handle basic accounting principles and concepts
• Excellent written and oral communication and interpersonal skills
• Regular, consistent, and timely attendance required
• Extensive sales experience
• Excellent time management and multi-tasking skills.
• Demonstrated strong customer service skills to interact with the team, residents, prospective residents, housing authority representatives, and visitors.
• Strong organizational skills with practical decision-making abilities.
• Strong MS Office skills (Word, Excel) for effective written communications and maintaining accurate records.
• Excellent communication skills are critical, including verbal and written.
• Must possess superior customer service, communication, and interpersonal abilities.
• Ability to analyze complex problems, propose workable solutions, and implement corrective actions in all situations.
• Able to influence effectively; gain support for new ideas and approaches across multiple stakeholders with varying agendas and shifting priorities
• Solid understanding of data analysis, budgeting, and business operations.
• Superior analytical and problem-solving capabilities.
• A strong strategic and business mindset.
• Excellent organizational skills.

Work Conditions & Physical Demands

• Work is performed indoors and outdoors in a residential setting with regular exposure to cold, heat, noise, people, and equipment. Due to travel, the incumbent is exposed to vehicles, planes, and other methods of transportation.
• Able to work independently or as a team member and support managers with special projects.
• Strong collaboration skills – works well across functional areas—excellent relationship-building skills; able to collaborate with various levels of the organization.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully.
• While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear, and taste or smell. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Values We Seek

• Respect: Respect is shown by demonstrating a sense of self-awareness and reflecting on one's own words and actions to adapt, grow, and succeed. We embrace our differences while recognizing what brings us together.
• Collaboration: Collaboration begins with strengthening our relationships with our residents, owners, partners, and employees, relying on strong communication and a deep understanding of the values and needs of all those involved.
• Service-Focused: Understand what internal and external stakeholders value and anticipate their needs; strive to create a meaningful experience and build lasting relationships.
• Performance: Achieving exceptional performance requires us all to work on the right things at the right time and stay aligned with our business fundamentals and priorities. It also requires us to understand the business – carefully and critically analyzing our performance and metrics and weighing options and risks before making decisions.

Expected Hours of Work & Travel

• Must be able to work various shifts when needed to cover during regular business hours, including weekends and evenings.
• Travel required.

EOE/Disabled/Veterans Statement

We are an Equal Opportunity Employer. Each applicant for employment is solely based on job qualifications, regardless of race, color, religion, sex, sexual orientation, genetic information, age, disability, national origin, veteran status, or any other classification protected by law.

Background Check Process

Employment with Millennia Housing Management, Ltd. is contingent on completing a complete background check process, including reference, pre-employment drug testing, credit, and criminal background review.

Acknowledgment:

This job description is not designed to cover or contain a comprehensive listing of the employee's activities, duties, or responsibilities for this job. The employee signature below constitutes the employee's understanding of the requirements, essential functions, and duties of the position. Duties, responsibilities, and activities may change at any time with or without notice.

About The Millennia Companies

Founder and Chief Executive Officer Frank T. Sinito entered the real estate business in 1985 with the purchase of a 14-unit multi-family development in Northeast Ohio, handling all aspects of property management and developing a passion for providing exemplary and caring service to residents. From this start, Sinito went on to acquire additional apartment developments, and, in 1995, he founded The Millennia Companies (Millennia), a high-performance business enterprise that has grown to operate in a diverse set of sectors; opportunities exist in multi-family real estate development, property management, commercial real estate, hospitality and more. We invite you to thrive in your career here as we serve thousands of residents, clients, and customers throughout our dynamic group of companies.

You can make a difference at Millennia. Do you value respect, service, performance, and collaboration? These values drive our culture and success, and we recruit employees who embody them. When you join our team, you will be part of an environment that fosters growth and enables excellence. You will also meet passionate employees who work together to advance our mission and create a culture of excellence recognized by industry associations. In 2020, Millennia ranked #1 on the Affordable Housing Finance (AHF) list of Top 10 Companies Completing Substantial Rehabilitation, #4 on the AHF list of Top 50 Affordable Housing Owners, and #18 on the Multi-Housing News list of Top Developers.

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