Resident Services Coordinator

UDR, Inc. and its affiliated companies are seeking a Resident Service Specialist to join the team at Estancia Villas, an exclusive apartment community (312 homes) in Austin, Texas. 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. Essential Functions Move‑In Coordination Ensure each new resident has a move‑in orientation conducted by appointment. Contact new residents within seven days of move‑in to confirm satisfaction and 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 walk‑in resident concerns with the Resident Service Manager and/or Community Director. Respond to voicemails, texts, emails and other resident and community communications within established time guidelines. Organize incoming packages systematically and distribute as needed. Work closely with Business Manager, Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met. Utilize CRM to manage resident relations, service requests and communications. Property Condition Oversight Walk through the move‑in ready apartment to ensure standards are met prior to orientation. Walk through all amenities daily to ensure they are stocked and in good condition. Respond to raised deficiencies and follow up with the service team until resolved. Provide superior customer service to internal and external customers. Back‑Up Coverage Interact with walk‑in prospects, show the property and answer questions about the community. Receive and greet visitors and answer phone calls and inquiries from prospects, residents, and customers. Research and prepare reports, memos, letters and other documents as directed. Set up self‑guided tours for walk‑in prospects. 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. Perform Resident Service Manager duties in absence of the Manager. Perform other duties as assigned or necessary. Performance Requirements Knowledge of organizational policies and procedures; ability to apply them to solve everyday issues. Ability to define problems, collect data, establish facts, and draw valid conclusions. Excellent organizational and interpersonal skills. Experience with community and rental property operations. Must know and follow Fair Housing laws. Skills in customer service, presenting information, and using Onesite reporting. Strong verbal and written communication, and ability to compose written materials. Proficiency with word processing, drafting correspondence, and basic internet usage. Proficiency with Microsoft Office (Word, Excel). Typical Physical Demands Requires prolonged sitting, some bending, stooping and stretching. Occasionally lifting files or paper up to 30 pounds. Requires eye‑hand coordination and physical dexterity to operate keyboard, photocopier, telephone, calculator and other office equipment. Requires normal hearing and eyesight to record, prepare, and communicate reports. Regular attendance essential. Typical Working Conditions Normal office environment. Must be able to physically access all parts of the community and amenities. Periodic exposure to outside elements that may be unpleasant or hazardous. Occasional evening or weekend work. Education and Experience High School Diploma or equivalent required. Associate degree in business administration or equivalent preferred. Minimum of two years of office experience required. Minimum of two years in residential properties, rental operations, hotel or related business operations preferred. Valid driver's license required unless otherwise noted. Equal Employment Opportunity Statements UDR provides 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, veteran status, sexual orientation, gender identity or expression. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leave 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. #J-18808-Ljbffr