Onsite Resident Relations & Leasing Specialist

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Resident Services Cleveland, OH, US

30+ days ago Requisition

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, multitask 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.

• 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 One Site.
• 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.

• 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
• 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 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…