Resident Relations Specialist

Job Overview

The Resident Relations Specialist (“RRS”) supports the General Manager (“GM”) and/or the Resident Relations Supervisor/Lead by providing exceptional, responsive service to every resident or guest they encounter. The RRS is the interface who executes a variety of concierge, social and resident functions enhancing the resident experience at their property or community. While all on‑site positions promote and exude warm and helpful service, the RRS position specifically focuses on “Five‑Star” service excellence.

The RRS is tasked with understanding residents expressed and unexpressed preferences and executing a full‑service hospitality platform under the direction of the GM. The RRS is customer focused with excellent interpersonal communication and organizational skills and has a “can do” attitude. He/she must understand and adopt all community management tools (communications mediums, Buildinglink, Access Control, Security, etc.) daily to enhance the lifestyle of every resident.

In addition, the RRS supports and executes administrative tasks as directed by the Board of Directors and management. This position requires skilled representation (verbal, written, visual) at all times, with peak emphasis on delivering friendly, helpful and professional service to all residents, co‑workers and management.

Full time, Monday – Friday; 8 am – 4 pm

$22 – 23.34 hr (commensurate with experience, education and specific job responsibilities; subject to change)

• Identify and clarify residents expressed and unexpressed needs, answer questions and give direction and instructions in a professional, helpful manner.
• Answer the telephone within two rings, using correct salutations, personal identification and telephone etiquette.
• Takes, records and relays messages accurately, completely and legibly.
• Documents all pertinent information in resident logbook(s) throughout shift.
• Responsible for all package distribution (incoming and outgoing) for the property; ensures all are logged into Buildinglink when received and signed for when picked up.
• Monitors all property access points (gates, garages, doors, elevators, pool) through closed‑circuit television where applicable; reports all suspicious activity to proper authority to ensure resident safety.
• Complies with service expectations and company standards as well as policies and procedures.
• Accommodate resident requests expediently and courteously within 24 hours of initial call; follows up with person assigned to task and resident to ensure completion.
• Attend and participate in designated meetings or functions as required by the General Manager or the Board of Directors.
• Maintain a list of residents needing special assistance in case of an emergency and be an active member on the emergency response team.
• Inform all vendors of building rules and regulations.
• Assist with move‑in questions new residents may have and redirect them if needed to different department.
• Ensure all visitors are registered and authorized by homeowner to be on property.
• Ensure all pets, vehicles, motorcycles and bicycles are properly registered and logged in Buildinglink.
• Ensure people sent downstairs to the valet parking garage have a valid parking ticket.
• Maintain complete knowledge of and comply with the HOA’s policies and procedures.
• Maintain fresh organized workstations with necessary supplies throughout shift and administer cleanliness of the building’s entrance and lobby.
• Maintain current vendor information to accommodate all resident requests.
• Stay current on notices sent from the HOA to different floors in lobby when being worked on to answer any questions from residents.
• Make accurate timekeeping and payroll entries each day in accordance with company policy.
• Complete daily tasks and projects assigned by supervisor and Director of Operations including, but not limited to, newspaper delivery, package audit and daily task page completion.

• High school diploma or equivalency required; college level courses in business or hospitality preferred.
• Past Resident Services, Customer Service and/or Hospitality experience.
• Highly organized and detail…