Resident Service Coordinator - Luxury High-Rise

Job Description:

DUTIES and RESPONSIBILITIES:

• Serve as the primary point of contact for residents, addressing inquiries, concerns, and service requests promptly and professionally.
• Conduct regular check-ins with residents to ensure satisfaction and address any issues that may arise.
• Organize and coordinate resident events and activities to foster community engagement and build relationships among residents.
• Promote a sense of community by encouraging resident participation in events and programs.
• Mediate and resolve resident disputes or complaints, working to find amicable solutions that adhere to company policies.
• Escalate issues to the Property, General or Regional Manager as necessary.
• Develop and distribute newsletters and other communications to keep residents engaged and informed.
• Maintain accurate records of move-in, move-out, leasing data, resident interactions, and service requests in a timely manner into the on-site property management system.
• Ensure the leasing office, tour path, and models are ready for show, and evaluate the appearance of the facility.
• Promote property products and services to prospects.
• Convert phone calls to tours, property tours to leases and internet leads to tours and/or leases.
• Develop and implement resident retention initiatives, including personalized communication and feedback collection, to improve lease renewal rates.
• Ensure guest cards are complete, entered in the property management software and follow-ups are completed for prospects.
• Gather resident feedback through surveys or informal conversations to identify areas for improvement in services and amenities.
• Proficient use of property management software systems including CRM tools to manage resident interactions, track service requests, and analyze data on resident satisfaction, retention, and leasing trends
• Maintain thorough product knowledge of the property, sister properties and competitors.
• Identify, through market research, those properties which are under-performing and report those findings to the Manager.
• Work with the Manager to minimize expenditure, maximize revenues and adhere to budgeted cost parameters.
• Assist manager in developing and implementing effective marketing strategies to increase property, traffic and internet leads.
• Work with the Manager to execute unlawful detainers, 3 Day Notices, collect rent as due, and post all revenue data correctly in the accounting system, as required.
• Assist Manager to complete property activity reports.

SKILLS and ABILITIES:

• Possess exceptional computer skills - intermediate knowledge of Microsoft Excel, Word, Adobe, and PowerPoint.
• Possess excellent communication and leadership skills.
• Possess excellent time management skills – i.e., ability to prioritize, manage time effectively and handle multiple projects and tasks.
• Possess knowledge of business practices and principles.
• Use and apply common sense and use good judgment.
• Work cooperatively and in a teamwork environment.
• Handle multiple projects and tasks and cope with stress in a composed manner.
• Respect and maintain confidentiality.

QUALIFICATIONS

• High school diploma or equivalent.
• A college degree is preferred.
• Minimum one-year multifamily leasing experience preferred.

ZRS Management is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.