Resident Service Coordinator

Resident Service Coordinator

Brooklyn, New York

Avanath is proud to be named one of the top property management companies to provide affordable housing for the workforce. Cultivating the American Dream is the purpose that binds the Avanath team. At Avanath, every day is an opportunity to make a difference in someone's life. Whether it is helping residents call one of our communities home, providing excellence in customer service, or championing our workforce, we are committed to creating an unforgettable experience as a great place to live, work, and be.

The Role: The Resident Services Coordinator (RSC) is a perfect fit for a passionate and creative individual eager to provide outstanding customer service and enhance community engagement. This role is all about building strong relationships with residents and creatively coordinating social programs, events, and services that align with the needs of the community and organization. You'll work closely with the Director of Resident Services and report directly to the Community Manager. The Resident Services Coordinator is a team player and provides administrative and operational support as needed.

If you're enthusiastic about making a difference in the community and bringing fresh ideas to life, this role is for you! The incumbent in this role must possess a high degree of professionalism and positive engagement for our residents and the workforce.

An Aptitude for Connecting: Must possess a strong sense for creating a sense of community, as well as the drive to go the extra mile to create a positive experience for all residents and staff. Your success and purpose are driven by the relationships that you build within your communities, including vendor partners, regulatory, and social services partnerships. This includes adopting a collaborative approach to create consistent, favorable circumstances that foster success and effectiveness for the Organization and the communities.

An Authentic Attitude: Consistently demonstrate an open and professional attitude and approach when accessing and resolving resident and staff concerns. This includes, but is not limited to, seeking resources throughout the organization via the organization's support services and senior leadership.

An Approach that is positive and Professional: Consistently demonstrate an approach of active listening and understand that your participation and support are integral to the success of Avanath, ensuring that each resident and staff member feels seen, heard, and valued as you and the staff work to resolve challenges.

Qualifications:

• Strong customer service and verbal/written communication skills
• Strong interpersonal skills
• 1+ years of service coordination and event planning or equivalent experience
• Ability to set priorities and manage time effectively
• Experience in social services, case management, or human resources
• Bilingual (English & Spanish) highly desired
• Solid computer proficiency, including Windows (Word, Excel), internet, and email
• Ability to interact effectively with community team members, senior executives, and business vendors.
• Previous experience in nonprofit or community-based settings is highly desired
• Low-income housing tax credit (LIHTC) experience is highly desired
• Reliable transportation.

Key Accountabilities:

• Resident Engagement & Satisfaction
  • Serve as a point of contact for residents, addressing inquiries and resolving complaints to enhance retention.
  • Conduct regular check-ins and build strong internal and external community connections with community resource organizations.
  • Lead routine resident orientation sessions and familiarize residents with services and policies.
  • Urgently assist in the resolution of all customer service-related items.
  • Assist in the execution of the community's customer service management plan to improve customer satisfaction scores and online reputation. Plan and coordinate routine resident programs, events, and meetings.
  • Regularly evaluate residents' individual and family needs through interviews, surveys, and collaboration with service providers to connect residents to the appropriate services (e.g., financial assistance, healthcare, housing support, etc.) to address their specific challenges and improve their quality of life.
  • Develop strategies to identify at-risk residents (e.g., based on lease violations, complaints, late payments, or behavioral concerns) and work to improve their success within the community.
  • Collaborate with local businesses for sponsorships and partnerships.
  • Promote events through marketing materials and social media.
  • Support residents in crises by connecting them with resources.
  • Utilize software to streamline communication and maintain updated resident information.
  • Adhere to all Avanath and Housing Authority policies related to leasing and compliance files.
  • Provide regular updates and reports to management.
  • Align resident services with organizational goals through collaboration with internal teams.
  • Track and analyze resident feedback, program participation, and satisfaction metrics to guide service improvements.
• Leasing and Compliance
  • Support leasing staff by conducting tours, explaining lease terms, and preparing leasing documents when needed.
  • Oversee move-in and move-out procedures, ensuring a smooth transition for residents and proper documentation.
  • Guide prospective residents through the application process, including explaining eligibility requirements and assisting with completing forms.
  • Assist in promoting lease renewals through personal outreach, discussing terms, and addressing concerns to increase resident retention.
  • Ensure compliance with company policies, Fair Housing laws, and relevant regulations while assisting with additional duties as needed.
  • Assist with other duties as assigned.

Physical Demands & Working Conditions:

• The incumbent is classified as essential staff and is expected to report to work and adhere to all safety and business protocols.
• Frequent sitting and walking
• Repetitive use of the computer, keyboard, mouse, and phone
• Reading, comprehending, writing, performing calculations, communicating verbally
• May work in an elevated site, may walk on uneven ground
• Occasional squatting, bending neck/waist, twisting neck/waist, pushing, and pulling

How Avanath Supports You:

We know that our teams are at the heart of our success and growth and are committed to showing appreciation.

We offer:

• Culture Built on Purpose and Core Values - A Commitment to Integrity, A Spirit of Caring, and A Focus on Continuous Improvement.
• Comprehensive Benefits – health, dental & vision, 401(k), personal time off, paid holidays and more!
• Growth is based on achievement and an emphasis on promoting from within our ranks, versus just external candidates
• Development – a commitment to creating opportunities to learn and expand your knowledge in the industry, from online training platforms to training classes to one-on-one coaching.

Diversity & Inclusion:

Avanath Capital is committed to fostering, cultivating, and preserving a culture of diversity, equity, and inclusion.

Our human capital is our most valuable asset, and Diversity, equity, and inclusion ("DEI") are at the core of Avanath's operating and investment philosophy. We believe that bringing together people with diverse thoughts, backgrounds, talents, and experiences at all levels of our organization, including the executive team, enables us to proactively and creatively achieve our mission to enable opportunities for hard-working American families. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities, and talent that our employees invest in their work represents a significant part of our culture, our reputation, and our achievements.

We embrace and encourage our employees' differences in age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique.

Our organization's diversity initiatives include—but are not limited to—our practices and policies on recruitment and selection, compensation and benefits, professional development and training, promotions, transfers, and the ongoing development of a work environment built on the premise of gender and diversity equity that encourages and enforces:

+ Respectful communication and cooperation between all employees.

+ Teamwork and employee participation, permitting the representation of all groups and employee perspectives.

+ Work/life balance through flexible work schedules to accommodate employees' varying needs.

+ Employer and employee contributions to the communities we serve to promote a greater understanding and respect for diversity.

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