Floating Guest Service Specialist - Baltimore

Job Description

Job Description

UDR is now hiring a Floating Resident Service Specialist to join our team in Baltimore, based out of Towson Promenade in Towson, MD.

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 RECEIVED: Reports directly to Community Director, Senior Community Director or Resident Services Manager.

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

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

Onesite Responsibilities
1. Scan all required move-in documents into Onesite.
2. Oversee Pending Tasks.

Customer Service Administration
1. Guide walk-in traffic and minimize the wait time.
2. Handle any walk-in resident concerns with the Resident Service Manager and/or Community Director.
3. Ensure that all voicemails, texts, emails and other resident and community communications are checked and responded to within established time guidelines.
4. Organize incoming packages systematically and distribute as needed.
5. Work closely with the Business Manager, Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
6. Utilize CRM to effectively manage resident relations, service requests and resident communications.

Property Condition oversight
1. Walk through the move-in ready apartment to ensure they meet standards prior to orientation.
2. Walk through all amenities daily to ensure they are stocked and in good condition.
3. 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.
4. Provide superior customer service to internal and external customers.

Back-Up coverage
1. Interact with walk-in prospects by showing the property if needed and answering questions about the community.
2. Receive and greet visitors to the community and answer prospects, residents, and customer inquiries as well as phone calls.
3. 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.
4. May interact with walk-in prospects by setting-up a self-guided tour, answering questions about the community, lease terms, and local area.
5. Complete market summary and comp reports as directed.
6. Comply with all Company policies and procedures related to employment.
7. Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
8. Perform Resident Service Manager duties in the absence of the Resident Service Manager.
9. Perform other duties as assigned or as necessary.

EDUCATION AND EXPERIENCE:

1. High School Diploma, or equivalent, is required.
2. Associate degree in business administration or equivalent, is preferred.
3. Minimum of two years of office experience is required.
4. Minimum of Two years’ experience in residential properties, rental operations, hotel or related business operations is preferred.
5. Must have and maintain a valid driver’s license unless otherwise noted.

Pay: $27-29/hr.

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.