Resident Services Coordinator

Job Description

Job Description

The Resident Services Coordinator is responsible for all areas of resident engagement. The role will answer all incoming company calls, assist residents with maintenance requests, track and order office supplies, coordinate move-in and move-out processes, coordinate NSF and collection processes, open and close the office each day, and promote high-quality communication between residents, owners, and the company.

$18 - $20 per hour depending on experience

• Customer Service and Communication: Ensure a high level of customer service and communication with residents and owners.

• Answering Phones: Ensure all incoming calls to the company are answered in a timely manner. All phone conversations are to be handled with customer service in mind. Make sure the purpose of all phone calls is fulfilled. Park calls, take messages, and create call-back tasks when necessary.

• Property Manager Assistance : You provide high-quality support to the property managers by providing as much resident service as possible for questions and requests pertaining to our lease & company policies, as well as receiving and inputting maintenance requests.

• Move-In and Move-Out Coordination: Initiate all processes for move-ins and move-outs. Follow set processes and do not deviate from those. Make sure timely and proficient communication with residents and portfolio managers takes place. Conduct move-in, move-out, and rent-ready inspections to verify unit condition and ensure readiness for occupancy.

• NSF Process: Follow set processes and do not deviate from them. Ensure timely communication, NSF fee application, and late fee application when applicable.

• Leasing: Conduct leasing duties as time allows. Follow up on any open leads on the listed units. Work with prospective residents to promote inventory, explain payment expectations, set up tours, explain and initiate the application process, and sign a lease.

• Financial: Ensure that all funds are acquired accurately and in a timely manner in accordance with leasing terms. These funds include lease admin fees, security deposits, NSF fees, late fees, and rent.

• Effective Use of Company Software Programs : Utilize various software tools, including Notion, Lead Simple, and Buildium, to manage and track operations effectively.

• Fair Housing Policies: Ensure compliance with all local, state, and federal fair housing laws and Augusta Rental Homes' policies.

•   Low-Income Housing: Collect and review all required Low-Income Housing Tax Credit (LIHTC) documentation to ensure accurate application processing and compliance approval.

• Housing Vouchers: Process and administer housing voucher documentation in accordance with applicable program guidelines.

Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Required to stand, walk, and sit; talk or hear, both in person and by telephone; use hands to finger, handle, or feel objects or controls; reach with hands and arms. Regularly required to stoop, kneel, bend, crouch and occasionally lift up to 25 lbs. Specific vision abilities required by this job include close vision, distance vision, depth perception, color vision, and the ability to adjust focus. Must have the ability to operate a vehicle to visit and perform property inspections.

The qualified applicant will understand and apply quality communication with residents to give comprehensive answers that follow company policy while providing a premier experience to residents for moving in and moving out of our residential properties.

To meet this goal, the qualified applicant will possess:

• Proven experience in a receptionist or customer service position, including experience in single-family and multi-family property management environments.

• Strong organizational skills and the ability to function in a fast-paced environment.

• Excellent communication and interpersonal skills, with the ability to effectively collaborate with stakeholders at all levels.

• Knowledge of local housing provisions and federal fair housing laws.

• Proficiency in computer systems and software used in leasing and property management.

• Treating people with respect.

• Communications- Expresses ideas and thoughts verbally. Expresses ideas and thoughts in written form. Exhibits good listening and comprehension. Keeps others adequately informed. Selects and uses appropriate communication methods.

• Problem Solving- Identifies problems in a timely manner. Gathers and analyzes information skillfully. Develops alternative solutions. Resolves problems in early stages. Works well in group problem-solving situations. Reacts well under pressure. Relates and interacts well with all types of people.

• Teamwork - Balances team and individual responsibilities. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Contributes to building a positive team spirit. Motivates others to perform well. Approaches assigned tasks enthusiastically and with vigor.

• Ability to read and comprehend resident lease ledgers in conjunction with lease agreements to answer resident questions.

• Must be able to pay attention to detail.

• Comprehension of federal fair housing laws and any applicable local housing provisions.

• Must be highly proficient in computer use and have professional phone skills.

Augusta Rental Homes is the highest-rated and largest property management company in Augusta, GA. Founded in 2014, our company continues to experience tremendous growth as we pursue our mission of "Raising the Standard & Expectations of Property Management."

Join a dedicated team of experienced, passionate people as we innovate property and asset management. We strive to deliver top-tier service to our residents and team through our “Triple Win” philosophy—guiding decisions that benefit residents, owners, and employees alike. We’re proud of our culture, strong work ethic, and commitment to doing things the right way. We are excited to bring on new, great people to be a part of a growing team. Our core values are Unified, Teachable, Consistent, and Professional.

Company benefits include:

• Health insurance plans with company contributions

• 401(k) and 5% match for eligible team members

• Paid time off and paid holidays

• Fuel Reimbursement for business travel