Resident Services Coordinator

SUMMARY: Primarily responsible for accounts receivable and accounts payable. Oversees resident accounts, makes collection calls, and handles legal turnovers and correspondence through AI Delinquency. Assists property manager with PO generation, payment of invoices, and vendor set-up. Handles set-up of Section 8 accounts, renewal leases, and inspections. Works directly with all section 8 case workers. Respond to resident requests, assist with planning resident functions, build the property's online reputation, and meet property goals.
DUTIES AND RESPONSIBILITIES:

• Promptly responds to phone calls and emails from residents
• Responsible for maintaining work areas and office clean and orderly manner; need to be aware of the property's "curb appeal".
• Inspects the condition of premises periodically and arranges for necessary maintenance.
• Participates in any outside marketing events as required.
• Distribute flyers and letters to residents if necessary.
• Process resident service requests completely and accurately in software, route them to maintenance for prompt processing, and contact follow-up with residents.
• Oversees Resident accounts, handles collection calls/letters, and prepares paperwork for the attorneys.
• Works directly with Section 8 case workers to set up new accounts for new applicants, complete renewals, apply payments, and schedule inspections.
• Processes Notices to Vacate, Offers to Terminate, and Requests to Transfer.
• Accepts rents and deposits from residents and prospective residents.
• Maintains an awareness of property performance goals and progress toward those goals, including occupancy, leasing, and closing ratios.
• Assists in the management of the purchase order process and invoice processing.
• Must have reliable transportation for company errands, bank deposits, and marketing.
• Regularly monitors resident satisfaction in person and through follow-up phone calls, utilizing Customer Satisfaction Surveys, and promotes online reputation positive reviews on all web sites we are listed ex: Apartmentratings.com, Google Places, Yelp, Facebook, etc.
• Communicates regularly with the Property Manager and other team members regarding apartment status, resident activities, and suggestions for improved property performance.
• Able to be trusted with property assets and confidential team member data.
• Maintains confidential resident files and data.
• Manages large sums of money legally and ethically.
• Identifies and researches discrepancies in property records and resident records.
• Maintain composure when managing multiple demands.
• Project a positive, professional image of self, property, and the Company at all times.
• Begins daily work quickly and independently.
• Identifies potential problems and suggests solutions.
• Uses assertive communication techniques to minimize delinquency and expedite rent collection.
• Maintains relationships with residents, associates, and vendors professionally at all times.
• Records all resident correspondence and submits to the manager for review.
• Assists the manager with any requested work to be done on the property.
• Adheres to federal and state Fair Housing Laws.
• Adheres to all company policies.
• Supports the team in achieving the goals of the property.
• Maintains a "team spirit" and works well with the entire staff.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or general education degree; or one to three months related experience and/or training; or equivalent combination of education and experience. Sales and/or Customer Service experience required.
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of an organization.
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
• Computer Skills Required: Microsoft Office (Excel, Word, PowerPoint); Internet Software (Microsoft Outlook); Onesite Realpage.

COMPETENCIES:

• Problem-Solving - Identifies and resolves problems promptly; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thorough
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.
• Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.
• Motivation - Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence.
• Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
• Quantity - Meets productivity standards; Completes work promptly; Strives to increase productivity; Works quickly.
• Safety and Security - Observe safety and security procedures; Determine appropriate action beyond guidelines; Report potentially unsafe conditions; Use equipment and materials properly.
• Attendance/Punctuality - Is consistently at work and on time; Arrives at meetings and appointments on time.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Regularly required to stand; walk and talk or hear
• Frequently required to sit; use hands to finger, handle, or feel and reach with hands and arms.
• The employee must occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include Close vision, Distance vision; and Color vision.
• Regularly exposed to outside weather conditions