Evening Services Representative - Patterson Place Apartments, Santa Barbara, CA

Position Summary

Job Overview/Purpose

The Evening Services Representative (ESR) is a customer service role with the authority, responsibility, and accountability for walking and securing property facilities, posting notices, and assisting residents using community amenities during evening hours at a multifamily or senior-age apartment community. The ESR is responsible for maximizing the value of the asset for the owner. This includes, but is not limited to, resident relations, customer service, and other residential apartment operations to ensure the property complies with all Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and other Federal and State laws.

Job Requirements/Essential Duties

The ESR works in the evening to ensure property safety and facilities are in proper working condition. Responsible for walking and securing property facilities, posting notices, and assisting residents using community amenities, including:

• Conduct regular property walks throughout the community to ensure the safety of property facilities, amenities, and fixtures are in good operating condition.
• This role supports portfolio-wide operations and may be assigned, on a temporary or permanent basis, to any Towbes Group community based on operational and business needs.
• Maintain a detailed log to document and report property damage, illegal activity, or unacceptable resident/non-resident behavior to the Community Manager. Included but not limited to night lighting, sprinklers, checking vehicles for expired tags, flat tires, and inoperable conditions. Inspect trash enclosures for debris and pick up any trash.
• Enforce all community rules, including the clubhouse, recreation areas, and pool, while documenting any significant findings for the Community Manager’s review. Immediately report any incidents of property damage or illegal activity, and in cases of serious threats to life or property, notify both the Community Manager and local law enforcement without delay. Additionally, ensure solicitors and non-residents loitering on the property vacate as needed. Ensure unoccupied Guest Suites lights are off, and windows and sliding patio door locks are secure, and lock the Management/Rental Office during routine property checks.
• Inform residents that rent payments must be submitted through the rent drop box or made directly at the office during regular business hours. Under no circumstances should money be accepted on behalf of the community.
• Remind residents and their guests that glass is not permitted within the pool area, and smoking is strictly prohibited inside the clubhouse and on property premises.
• Conduct security checks of vacant apartments at least once per shift. Retrieve flyers from residents' front doors that are more than five days old and note in the evening log which units had flyers removed.
• Secure the clubhouse building and pool area each night at 10 p.m., ensuring all doors and windows are locked, and lights are turned off. If the clubhouse is reserved that day, conduct a final inspection, take photos to document its condition, and confirm everything is in order. Ensure the area is clean, straighten furniture, and ensure trash is taken out.
• Final walk of laundry room & fitness center: Remove any trash from the floors and machines in the laundry rooms, and check washers and dryers for abandoned laundry. Log any left-behind items, noting the building number. Facilities are open 24 hours. Ensure that during the final walk around 10 p.m., all windows are closed, and doors are closed.
• Identify any property lighting that requires maintenance and mark on a property map and note on log for the community office team.
• Assist with janitorial duties, including emptying trash in the office, clubhouse, and restrooms; picking up trash during property walks; and ensuring all areas are maintained in a clean and orderly manner.
• Be familiar with emergency supply location and shut-off valves for the pool, spa, and utilities. Check pool and spa chemicals and temperatures, and log results daily.
• Provide prospective residents with a property brochure, the community site staff business card, and direct them to the Towbes Group website for further information or to fill out an information card.
• Ensure the Rental office is for official business only, and no loitering is allowed. No personal information concerning our residents or their addresses will be released to anyone.
• Conduct nightly parking lot walks to identify expired tags, inoperable vehicles, and improperly parked cars (e.g., in fire lanes or double-parked). Enforce parking policies, including permit regulations if applicable.
• Post notices on residents' doors as needed, ensuring timely and accurate communication.
• Assist with resident events by providing support as needed to enhance community engagement.
• Check trash enclosures for illegally dumped furniture, pick up any trash left outside receptacles, and ensure no one is rummaging through dumpsters.
• Other duties as assigned.

Knowledge, Skill & Abilities/Prerequisites

• High School or General Education Development (GED) equivalent.
• Minimum of two (2) years in hospitality, sales, customer service, and/or security services environment.
• Ability to comprehend, apply, and comply with all state and fair housing laws, company policies, and business procedures.
• Effectively convey the company’s mission by ensuring the team is customer-focused and provides the best service to co-workers, prospects, residents, guests, and vendors at every point of contact while striving to exceed expectations.
• Effective and professional communication in English with staff, supervisors, and residents through verbal, written, and Microsoft Office Suite, and use of cellular phone.
• Ability to perform the physical functions of the position, which may include, but are not limited to sitting, standing, bending, walking the property, including a minimum of two flights of stairs, to complete inspections, and deliver resident communications.
• Carry an ESR cell phone during shift.
• Scheduled work shift available:
  • Monday and Tuesday: 5:30 pm to 11:00 pm (30-minute meal period), and Sunday 2:00 pm to 11:00 pm (1-hour meal period)
• Ability to evaluate opportunities to streamline workflows using AI, including identifying repetitive tasks suitable for automation.

• Ability to use AI to draft announcements, communication templates, tenant notices, and report summaries while maintaining accuracy and professional tone.
• Ability to critically review and verify AI-generated content for accuracy, confidentiality, compliance, and alignment with the Towbes Group standard.
• Capable of easily shifting between tasks with flexibility and adaptability.
• Meet or exceed operational goals on annual performance evaluations and resident surveys.
• Ability to handle confidential information with discretion and professionalism.
• Ability to work independently and prioritize effectively in a challenging environment.
• Ability to work in a manner consistent with having a high level of integrity, honesty, courage, and loyalty.
• Strong problem-solving skills.
• Provide high-quality customer service to the internal or external customer.
• Ability to put people first in all aspects of your position.
• Work with the intent of the betterment of our community.
• Ability to effectively comprehend and interpret policies and procedures in the work environment.
• Ability to collaborate effectively as a team member.
• Ability to exercise good judgment in making decisions.
• Ability to work under pressure and complete tasks within prescribed time frames.
• Ability to manage and develop personnel resources.
• Ability to disseminate information and guidelines clearly to others and check for understanding.
• Excellent interpersonal skills to communicate effectively with a wide range of employees and residents.
• Other duties as assigned.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, and/or governmental regulations. Ability to create and/or write reports, business correspondence, and/or procedural manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the public.

Mathematical Skills and Reasoning Ability

Ability to calculate figures and perform basic math functions. Ability to interpret various instructions furnished in written, oral, or schedule form.

Physical Demands and Work Environment

While performing the duties of this job, the employee is regularly required to use hands to finger, handle, or feel objects, repetitive wrist movements, talk, hear, walk, and sit. The employee is occasionally required to stoop, kneel, or crouch. The employee may be required to stand for extended periods. The employee may occasionally lift, push, pull, carry and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, depth perception, and the ability to adjust focus. The noise level in the work environment is usually moderate.

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. The physical demands described here represent those that an employee must meet to perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

What Towbes Offers

• Competitive wages! This is a non-exempt, part-time position with an Hourly Pay Rate: $20.00
  • Anticipated rate upon hire: $20/hour.
• A rewarding work environment
• 401k and liberal company match
• Paid sick time programs
• Local Coastal Housing Partnership benefits

The Towbes Group is an Equal Opportunity/Affirmative Action Employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.