Resident Service Coordinator - West House

Responsibilities

As a Resident Services Coordinator - Multifamily with Hines, you will play an integral role in demonstrating a 5-star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt responses and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of in-depth familiarity of the local businesses will be vital to your success.

Reporting to the Community Manager, the Resident Services Coordinator is insightful, helpful, and understands the value of good service. Responsibilities include, but are not limited to:

• 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 Community Manager

Minimum Requirements include:

• High school diploma or GED from an accredited institution required
• Must have excellent customer service experience with ability to pass fair housing exam
• 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 the highest 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

Competitive compensation, comprehensive training, robust benefits and generous vacation packages.

We are an equal opportunity employer and support workforce diversity.