Job Title: Resident Services Specialist

Department: Administration

Reports to: General Manager Effective

Date: TBA

Job Summary:

Serves as the point of contact for the building’s owners and managing agents. An essential responsibility of this role is providing superior service by acting as an extension of the Administration Management Office in a professional and positive manner.

Duties/Responsibilities:

• BOD MEETING PREPERATION W/GM - Answer resident questions and assist in resolving resident complaints; provide the highest standard of customer service to residents through a prompt and courteous response to all inquiries.
• OWNER INQUIRIEIS AND RESPONSE - Work with residents, operators, owners, guests, and vendors alike, to ensure a strong community reputation.
• Security & safety Services Coordination & oversight
• BACKUP TO GENERAL MANAGER - Maintain/update resident database through frequent communication with owners and agents.
• PARKING MANAGEMENT and PARKING RULES - Assist Management Office to issue parking passes, maintain parking pass log, and work with security to ensure parking enforcement in accordance with the house rules.
• Issue owner/operator generated work orders to Maintenance; keep accurate daily/weekly/monthly tracking logs of outstanding tickets, follow up on each request to ensure timely completion.
• Assists in written and verbal communication of all on-site activities as it relates to construction, renovation and/or facilities repairs or improvements.
• Manage the onsite housekeeping vendor to assure the contract scope of work is met.
• HOUSE RULES able to respond to all questions from the owners and managing agents concerning the house rules.
• OFFICE ADMINISTRATION/SUPERVISION: Maintain effective written follow-up communication with Management concerning complaints, questions, policies.
• Assists in Hiring/Payroll processing: Maintains open line of communication with staff to ensure safe environment for residents and staff.
• Manages owner locker inventories and waiting list.
• Other duties as assigned by the General Manager.

Required Skills/Abilities:

• High degree of professionalism and a strong work ethic coupled with a sense of responsibility.
• Excellent interpersonal and customer service skills
• Must be able to speak, read, write in English, secondary language skills are a plus.
• Excellent writing skills to assist in developing/revising SOP’s and to communicate with residents.
• Willingness to work flexible hours depending on the needs of the business.
• Demonstrated ability to exercise good judgment and discretion in handling highly confidential information required.
• Ability to resolve problems independently and responsibly.
• Ability to handle multiple priorities with tight deadlines in a high-paced environment.
• Able to work with a diverse group of people.
• Strong grasp of PC Skills and MS Office Suite; Intermediate proficiency in Microsoft Word and Excel preferred.
• Must have the ability to learn and use specialty condo management software.

Education and Experience:

• High school diploma or equivalent. 2-year college degree preferred.
• 4+ years of customer service or related work experience preferred.
• Property Management experience working with Association of Apartment Owners (AOAO) is a plus.

Physical Requirements:

• Must be able to sit/stand/walk for long periods of time
• Must be able to lift/carry/push/pull up to 50 pounds

Job Type: Full-time

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Work Location: In person

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