Resident Services Specialist

• The Resident Services Specialist is a customer service hero, acting as the front line of communication for the company, and building positive relationships with our resident base.
  
• The Resident Services team is responsible for a high-volume of work with quick turnaround times, handling all resident-related administration, phone interactions, and email communications, all while keeping calm under pressure.
  
• In this role you partner with both internal teams and residents to create successful relationships by being the voice of both parties.
  
• You service the needs of our residents with urgency, while remaining thorough and preserving integrity.
  
• This role’s aim is to have as many people walk away with a smile as possible, by appropriately addressing concerns and providing excellent customer service.
  

• Communication liaison between the Management Teams and the Residents; by telephone and over email
  
• Create legal documents and communications from standard templates
  
• Track and Manage communications involving the residents and the Building or Property Managers
  
• Oversees communications between the residents and Management teams for move- outs, lease breaks, and minor requests
  
• Manages resident satisfaction by providing solutions to resident problems, while staying within policy boundaries
  
• Maintains all records in internal databases and trackers
  
• As a face of the company, help with the front lines of communication, and escalate resident concerns as needed
  
• Assist residents with setting up automatic online payments, review ledgers and answer account questions with assistance from Accounts Receivable
  
• Perform training as needed
  

• Must be patient and empathetic to resident concerns
  
• Team player with strong interpersonal skills and emotional intelligence
  
• Service oriented; treats all parties, both internal and external, with courtesy and an authentic desire to help
  
• Excellent verbal and written communication skills
  
• Must be detail-oriented and organized with a keen ability for multi-tasking
  
• Takes initiative, and takes pride in problem solving
  
• Good technical ability, reliable, and resourceful
  
• Works well in fast-paced environment
  
• Thick-skinned, can take it in stride when handling difficult situations
  

• Physical requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
  
• While performing the duties of this job, the employee is regularly required to use office equipment such as computers and copiers, to use hands and fingers operate tools or controls, and reach with hands and arms. T
  
• The employee is frequently required to talk and hear.
  

• This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
  
• We provide employment opportunities (EEO) for all employees and job applicants without regard to race, color, religion, national origin, gender, sexual orientation, age, marital status or disability.
  
• We hire and promote individuals solely on the basis of their qualifications for the job to be filled.
  
• Qualified job applicants with arrest and conviction records will be considered for the position in accordance with San Francisco’s Fair Chance Ordinance.
  

Requirements

Benefits