Resident Service Coordinator

• Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints
• Responds within 24 hours to residents’ requests via telephone, email, or postal mail
• Follows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorily
• Prepares a weekly summary report detailing each resident contact and plan to increase resident satisfaction
• Responsible for greeting prospects, guests, and visitors as they arrive to our community
• Provide a personalized experience, with emphasis on care and convenience for our future and current residents
• Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
• Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled ends with gratification
• Act as the communication center providing residents community happenings daily, weekly, or monthly via the computer portal and postings
• Plan, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home
• Identify, communicate, and implement opportunities to improve resident experience and service
• Completes application approval checklist in concert with leasing team
• Tracks submitted applications for required approvals and documentation
• Supports Hines culture and encourages an empowering environment to achieve top prospect survey results and social media reviews
• Handle overflow scheduled tours by phone and email in a digital consultation approach. Provide information regarding the community, as well as services offered
• Follows up on active prospects as required, including calls, emails; provides relevant information such as a quote
• Assists maintenance team with coordination of preventative maintenance schedules, planning and notifications
• Supervises certain contract obligations such as janitorial, window washing, elevator maintenance, security, valet, etc.
• Carries out other duties as assigned by Property Manager

• High school diploma or equivalent from an accredited institution required
• Some college credits desired
• Must have excellent customer service experience
• Must have at least two years relevant experience
• Minimum two years’ experience in receiving and resolving customer service concerns/disputes
• Hospitality experience a plus
• Ability to effectively communicate both written and verbal
• Ability to work independently without direct supervision
• Must have knowledge of operations software used at the property level; Outlook, Internet software, Office 365, including Excel and Word
• Ability to meet attendance and punctuality requirements
• Ability to visually inspect building, including the garage and roof areas
• Ability to climb up and down stairs for inspections and emergency procedure practice or implementation
• Ability to physically withstand long working hours
• Ability to detect emergency alarms - auditory and/or visual
• Ability to use olfactory, auditory, and visual senses
• Able to work weekends and overtime as job requires
• Compensation: $55,000 - $64,000

Hines