Resident Relations Specialist

The Flats at River Mill seeks a Resident Relations Specialist for the 145-unit garden community in Savage, MD.

The successful Resident Relations Specialist will provide outstanding customer service to all prospects, residents and vendors. They will assist residents with concerns and issues. They will schedule and coordinate vendors and contractors. This position will also back up Leasing when necessary.

Customer Service

• Promote culture of service where resident needs are appropriately prioritized
• Promote culture where customer service to both future and current customers is a priority
• Effectively manage service requests in accordance with property procedures
• Effectively manage resident inquiries and concerns
• Keep in touch with residents throughout their lease term to ensure a positive living experience and resident retention

Marketing

• Assist with preparing marketing documents for prospects
• Prepare and post ads for available homes utilizing attractive pictures of the home and property
• Adhere to all fair housing regulations in advertising.
• Market the property and available homes through appropriate advertising venues (includes posting on craigslist)

Teamwork and Department Collaboration

• Participate in regular team meetings; seize opportunities to add value
• Introduce new ideas to improve processes and operations; implement approved processes and changes

Operations

• Answer phone calls within 3 rings and assist prospects and residents
• Assist Property Manager in collecting on delinquent accounts
• Maintain accurate records of all community transactions and submit on timely basis (i.e., rent payments, delinquency reports, move-in/move-outs, deposit accounting, credit card receipts, etc.)
• Schedule turn contractors to have all units complete within 14 days of vacancy. Walk units with Property Manager once completed to ensure units are ready for move in prior to Leasing walking the unit
• Schedule outside contractors as needed by the Service Manager and Property Manager
• Order supplies for office and maintenance as needed by the Service Manager and Property Manager within approved limits
• Assign maintenance requests to the technicians and follow up with residents.

Leasing

• Adhere to all aspects of the leasing process including: processing resident applications, discussing approvals and rejections with the Property Manager, processing adverse action letters, and lease preparation and execution in accordance with company policy
• Ensure property is consistently rented at or above budgeted occupancy (or 95%, whichever is higher)
• Ensure all application and lease paperwork are completed and accurate in accordance with company policy
• Conduct property tours with prospects
• Follow up with all leads and track all communications using prospect tracking software
• Consistently score 80% or higher on all leasing evaluations
• Maintain inquiry-to-appointment conversion ratio of 50% or higher
• Maintain appointment-to-application conversion ratio of 30% or higher
• Process applications for apartment homes. Communicate with applicants regarding approval or denial under the supervision of the Property Manager
• Prepare leases and all required addendums and review for accuracy before lease signing
• Meet with new residents to sign leases and collect deposits; ensure all leases are completed and signed in their entirety before executing

Benefits

• Employer-Sponsored Health Benefits (medical, dental and vision)
• 401k with employer match
• Paid Holidays
• Paid Time Off
• Short and Long Term Disability
• Life Insurance and AD&D
• Voluntary Benefits (Accident, Critical Illness, Hospital, Permanent Life Insurance, and Pet Insurance)
• Apartment Rental Discount

We are an equal opportunity employers and afford equal opportunity to all applicants for all positions without regard to race, color, religion, national origin, age, gender, sexual orientation, marital status, disability, or any other class protected by federal, state, and local laws.

Job Type: Full-time

Pay: $20.00 per hour

Schedule:

• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 1 year (Preferred)
• Property management: 1 year (Preferred)

Work Location: In person