Overview
UDR is seeking a Resident Service Specialist to join our team at Station on Silver (400 units) in Herndon, VA. GENERAL SUMMARY OF DUTIES:
Responsible to coordinate responses to resident service issues as well as tracking and following up on move-in satisfaction. Maintain company customer service standards within the community. Complete various administrative functions associated with residents’ needs, Move-In coordination, Onesite responsibilities, coordinating concierge type customer service, and resident activities. Provide coordination to ensure high quality resident customer service. Supervision
Supervision Received: Reports directly to Community Director, Senior Community Director or Resident Services Manager. Supervision Exercised: N/A Essential Functions Move-In Coordination
– Move-in orientation conducted by appointment; new residents contacted within seven days of move-in to ensure satisfaction and report issues.
Onesite Responsibilities
– Scan all required move-in documents into Onesite; oversee Pending Tasks.
Customer Service Administration
– Guide walk-in traffic and minimize wait time; handle walk-in resident concerns with the Resident Service Manager and/or Community Director; ensure timely responses to voicemails, texts, emails and other resident communications; organize incoming packages; collaborate with Business Manager, Centralized Admin, Centralized Sales and Renewal teams to meet leasing/renewal goals; utilize CRM to manage resident relations, service requests, and communications.
Property Condition Oversight
– Walk move-in ready apartments to ensure standards before orientation; inspect amenities daily; address deficiencies reported by residents and follow up with the service team; provide superior customer service to internal and external customers.
Back-Up Coverage
– Interact with walk-in prospects, greet visitors, answer inquiries by prospects, residents, and customers; prepare reports, memos, letters, and resident correspondence; set up self-guided tours when needed; complete market summaries and comparable reports; comply with company policies; embody UDR values in daily actions; perform Resident Service Manager duties in their absence; perform other duties as assigned.
Performance Requirements Knowledge of organizational policies and procedures; ability to apply them to everyday issues.
Ability to define problems, collect data, establish facts, and draw valid conclusions; strong organizational skills; ability to perform various support tasks with some independent judgment; familiarity with community and rental property operations.
Must know and follow Fair Housing laws; strong customer service skills; knowledge of property showing and promotion; ability to present information to residents; knowledge of Onesite reporting; office practices and filing and maintenance of fiscal records; detail-oriented.
Excellent interpersonal, problem solving, and decision-making skills; ability to work with clients, associates, and the public; strong verbal and written communication; ability to create, edit, and manage written materials; ability to establish priorities and coordinate work with managers, residents, and colleagues.
Proficient in word processing, drafting correspondence; basic internet and MS Office (Word, Excel); basic office procedures and record maintenance.
Education and Experience High School Diploma or equivalent required.
Associate degree in business administration or equivalent preferred.
Minimum of two years of office experience required.
Minimum of two years’ experience in residential properties, rental operations, hotel or related business operations preferred.
Must have and maintain a valid driver’s license unless otherwise noted.
UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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UDR is seeking a Resident Service Specialist to join our team at Station on Silver (400 units) in Herndon, VA. GENERAL SUMMARY OF DUTIES:
Responsible to coordinate responses to resident service issues as well as tracking and following up on move-in satisfaction. Maintain company customer service standards within the community. Complete various administrative functions associated with residents’ needs, Move-In coordination, Onesite responsibilities, coordinating concierge type customer service, and resident activities. Provide coordination to ensure high quality resident customer service. Supervision
Supervision Received: Reports directly to Community Director, Senior Community Director or Resident Services Manager. Supervision Exercised: N/A Essential Functions Move-In Coordination
– Move-in orientation conducted by appointment; new residents contacted within seven days of move-in to ensure satisfaction and report issues.
Onesite Responsibilities
– Scan all required move-in documents into Onesite; oversee Pending Tasks.
Customer Service Administration
– Guide walk-in traffic and minimize wait time; handle walk-in resident concerns with the Resident Service Manager and/or Community Director; ensure timely responses to voicemails, texts, emails and other resident communications; organize incoming packages; collaborate with Business Manager, Centralized Admin, Centralized Sales and Renewal teams to meet leasing/renewal goals; utilize CRM to manage resident relations, service requests, and communications.
Property Condition Oversight
– Walk move-in ready apartments to ensure standards before orientation; inspect amenities daily; address deficiencies reported by residents and follow up with the service team; provide superior customer service to internal and external customers.
Back-Up Coverage
– Interact with walk-in prospects, greet visitors, answer inquiries by prospects, residents, and customers; prepare reports, memos, letters, and resident correspondence; set up self-guided tours when needed; complete market summaries and comparable reports; comply with company policies; embody UDR values in daily actions; perform Resident Service Manager duties in their absence; perform other duties as assigned.
Performance Requirements Knowledge of organizational policies and procedures; ability to apply them to everyday issues.
Ability to define problems, collect data, establish facts, and draw valid conclusions; strong organizational skills; ability to perform various support tasks with some independent judgment; familiarity with community and rental property operations.
Must know and follow Fair Housing laws; strong customer service skills; knowledge of property showing and promotion; ability to present information to residents; knowledge of Onesite reporting; office practices and filing and maintenance of fiscal records; detail-oriented.
Excellent interpersonal, problem solving, and decision-making skills; ability to work with clients, associates, and the public; strong verbal and written communication; ability to create, edit, and manage written materials; ability to establish priorities and coordinate work with managers, residents, and colleagues.
Proficient in word processing, drafting correspondence; basic internet and MS Office (Word, Excel); basic office procedures and record maintenance.
Education and Experience High School Diploma or equivalent required.
Associate degree in business administration or equivalent preferred.
Minimum of two years of office experience required.
Minimum of two years’ experience in residential properties, rental operations, hotel or related business operations preferred.
Must have and maintain a valid driver’s license unless otherwise noted.
UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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