Guest Service Specialist - North Grove Apartments

Job Description

Job Description

UDR, Inc. and its affiliated companies are seeking a Resident Service Specialist to join our team at North Grove, our brand-new, lease-up apartment community (482 homes) located in Riverside, CA.

Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?

As a Resident Service Specialist , you ensure our residents are provided a seamless move-in experience and an enhanced lifestyle during their residency.

Essential Job Functions:

Move-In Coordination

• Ensure each new resident has a move-in orientation conducted by appointment.
• New residents are contacted within seven days of move-in to ensure they are satisfied and to report any issues.

OneSite Responsibilities

• Scan all required move-in documents into OneSite.
• Oversee Pending Tasks.

Customer Service Administration

• Guide walk-in traffic and minimize the wait time.
• Handle any walk-in resident concerns with the Resident Service Manager and/or Community Director.
• Ensure that all voicemails, texts, emails and other resident and community communications are checked and responded to within established time guidelines.
• Organize incoming packages systematically and distribute as needed.
• Utilize CRM to effectively manage resident relations, service requests and resident communications.

Property Condition oversight

• Walk through the move-in ready apartment to ensure they meet standards prior to orientation.
• Walk through all amenities daily to ensure they are stocked and in good condition.
• Walk problematic areas that are raised by residents on the day they are reported to ensure deficiencies are addressed. Follow-up with the service team until resolved.
• Provide superior customer service to internal and external customers.

Back-Up coverage

• Receive and greet visitors to the community and answer prospects, residents, and customer inquiries as well as phone calls.
• Research and prepare any reports, memos, letters, resident correspondence, and other documents using word processing, spreadsheet, database, or presentation software at the direction of the Resident Services Manager or Community Director.
• Complete market summary and comp reports as directed.
• Comply with all Company policies and procedures related to employment.
• Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
• Perform Resident Service Manager duties in the absence of the Resident Service Manager.
• Perform other duties as assigned or as necessary.

Experience, Knowledge and Skills:

• Multi-family and/or hospitality operations experience
• Experience working in an office setting
• Customer service experience
• Ability to handle conflict management effectively
• Strong phone etiquette and customer relationship management skills

Education:

• High school or equivalent required
• Associate degree in business administration or equivalent, is preferred.

Career Development and Advancement:

We offer ongoing education opportunities to encourage the skillset development of our employees and have a validated culture of enhancing the growth and advancement of their individual career goals. We believe our employees are the organization's most important asset.

Exceptional Benefits:

We offer a comprehensive benefit package, apartment rental discount, company matched 401(k), vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays, discounts to live in our best-in-class communities, tuition reimbursement, company sponsored events, community service days, and our annual President's Club held in Las Vegas, honoring our associates for their exceptional customer service and operational excellence.

Benefits Offered:

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Voluntary Cancer Insurance
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Hourly Range:

$27/hr. – $30/hr., depends on experience

About UDR, Inc.

UDR, Inc., an S&P500 company, is one of the nation's largest owners and managers of residential apartment communities. Become a part of a company that is the industry leader of transformational change and operational innovation!

UDR Inc. is an Equal Employment Opportunity Employer.

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.