Customer Service Representative - Residential

Job Summary
Responsible for all phases of resident relations and resident retention of a multi-family residential community. Particular emphasis on administration of the property operations, resident functions and service requests with the end result of providing a quality living experience for the residents.
Reports to Community Manager.
Supervises: None.
Job Duties
1. Resident Services:
• Participate in and help organize resident activities as scheduled on the Resident Retention Calendar.
• Contact vendors to provide gratis food and prizes for the events.
• Promote the activities on the website and/or the monthly newsletter for maximum attendance.
• Maintain the company standard of performance of maintenance services both in occupied and vacant apartments through positive interaction with the residents.
• Follow-up with residents on service requests by contacting them within 24 hours to ensure their satisfaction with the service.
• Notify residents before the end of the day if a service request cannot be completed. Reschedule the appointment and follow-up.
• On a daily basis, input, update and close out Service Requests in Yardi.
• Responsible for the administration of parking procedures and policies.
• Assist in the implementation of the policies and procedures of the company.
• Promptly notify residents in writing of breach of lease or policy violations.
• Assist with the administration of the Lease Renewal Program under the direction of the Community Manager.
• Present a professional, efficient demeanor in remediating any resident complaint to ensure resident satisfaction while working within company guidelines.
• Responsible for knowledge of Fair Housing and other legal issues and local ordinances as they affect the property's operations.
• Ability to articulate legal procedures for evictions in local area, property rules and emergency procedures.
• Participation in the preparation of the property newsletter.
• Coordinate ordering of company promotional gifts, confirm usage and provide feedback on resident response.
Decron Properties Job Descriptions Revised 5/2014
Residential Customer Service Representative Page 2
2. Community Marketing:
• Update all ads online with new, fresh, current photos and concessions (if applicable).
• Participate in outreach marketing activities on a regular basis to increase traffic.
• Advise residents of referral fees (if applicable).
• Assist in placing, removing, replacing banners, balloons, bandit signs, flags, etc.
• Distribute newsletters, flyers, notices, etc.
• Assist in obtaining marketing information. Personally shop the competition monthly. Review market surveys and analyses on a continual basis to generate ideas and formulate plans.
• Participation in training programs as required.
• Attendance is an essential job function.
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Other details

• Pay Type Hourly
• Min Hiring Rate $19.00
• Max Hiring Rate $20.00
• Travel Required No
• Required Education High School