Customer Service Agent

You are the person residents actually deal with. You answer, you sort things out, and you make sure nobody has to chase us.

Reports to: Asset Performance & Resident Experience Manager

Community size: About 300 homes

Location: Various locations, Texas. On site, in the leasing office

Hours: Full-time. Some weekend coverage [schedule to be confirmed]

Pay: $30,000 – $50,000 per year; on site housing subsidy provided as a benefit

You run the front desk of an Upfrnt apartment community. Residents come to you first, by phone, text, email, the resident app, or by walking into the office. You answer them, you fix what you can fix yourself, and you chase the people who fix the rest until it is done. You provide on-site tech support to residents who need it.

You also show homes to people looking to rent, help them through the application, and settle them in on move-in day. And you keep an eye on the office, the common areas and the amenities.

It is a busy job and almost all of it is with people. On a normal day you will talk to a lot of residents. Those conversations are most of the reason someone decides to stay another year, which is why this role matters more than the job title suggests.

There are five standards the company stands for. In this job they come down to three habits: answer quickly, tell people the truth, and finish what you start. There are three of us on site for about 300 homes, so you will own your work and there is nowhere to hide. We would much rather you tell us something is broken than quietly work around it.

• Pick up the phone, reply to texts and emails, respond to messages in the resident app, and greet people who walk in. Support and train residents in app usage.
• Handle the things that come up every day: repair requests, rent and payment questions, package and parcel problems, parking, keys and fobs, noise and neighbor complaints, pets, amenity bookings, lease questions.
• Log every request in our system so there is a record of what was asked, what was promised and what happened.
• Sort out what you can sort out yourself. Pass the rest to the right person and stay on it until the resident has an answer.
• Call people back when you said you would, even when the answer is "still working on it".
• Tell your manager straight away about anything serious: a safety issue, a threat, a legal notice, a resident in distress, a complaint you cannot settle.

• Respond to inquiries from prospective residents quickly, and book them for a tour.
• Show homes and the amenities. Give the same information, in the same order, on every tour.
• Answer questions about availability, lease terms, fees, pets, parking and the application process accurately. Look things up rather than guessing.
• Help applicants through the application and screening process and keep them informed about where it stands.
• Follow up after every tour and every application.
• Keep prospect records and activity up to date in our system.
• Treat every inquiry the same way. Fair housing rules apply to who you show homes to, what you say, and how you follow up. We train you on this and we check it.

• Get the home and the paperwork ready before the resident arrives. Inspect the property prior to move in.
• Hand over keys, fobs and access codes, and ensure their account is set up on the resident app.
• Walk them through the home, the amenities, parking, trash, mail and who to call for what.
• Show them how to raise a repair request and how to pay, so their first month is not full of small confusions.
• Check in with them in their first week and fix anything that has gone wrong.

• Guide them through the app usage and be aware of progress of the request. Keep track of slippage and get it to the Maintenance Tech where required.
• Provide tenant customer support and coordinate with the Maintenance Tech where required. Update regularly.
• Confirm with the resident that the job is actually done before it is closed. A ticket closed in the system is not the same as a problem solved.

• Open and close the office, and keep it presentable.
• Walk the common areas and amenities during the day. Report anything broken, dirty or unsafe to the Maintenance Tech or Facilities and Ground Tech.
• Manage amenity bookings and access.
• Help organize resident events and get people to come to them.

• Keep resident and prospect records accurate and up to date in…