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About the Role

Responsible for coordinating resident service issues, tracking move-in satisfaction, and maintaining company customer service standards. This role involves administrative functions related to resident needs, move-in coordination, and concierge-style customer service.

Responsibilities

• Coordinate responses to resident service issues.
• Track and follow up on move-in satisfaction.
• Maintain company customer service standards.
• Complete administrative functions for resident needs, move-in coordination, and Onesite responsibilities.
• Coordinate concierge-style customer service.
• Organize resident activities.
• Ensure high-quality resident customer service.
• Conduct move-in orientations by appointment.
• Contact new residents within seven days of move-in to ensure satisfaction.
• Scan required move-in documents into Onesite.
• Oversee Pending Tasks in Onesite.
• Guide walk-in traffic and minimize wait times.
• Handle resident concerns with management.
• Check and respond to resident communications within established time guidelines.
• Organize and distribute incoming packages.
• Collaborate with internal teams to meet leasing and renewal goals.
• Utilize CRM to manage resident relations and service requests.
• Walk through move-in ready apartments to ensure they meet standards.
• Walk through amenities daily to ensure they are stocked and in good condition.
• Walk problematic areas reported by residents and follow up until resolved.
• Provide superior customer service to internal and external customers.
• Interact with walk-in prospects by showing the property and answering questions.
• Greet visitors and answer inquiries.
• Prepare reports, memos, and correspondence using office software.
• Set up self-guided tours for prospects.
• Complete market summary and comp reports.
• Comply with all Company policies and procedures.
• Live the UDR Values daily.
• Perform Resident Service Manager duties in their absence.
• Perform other assigned duties.

Requirements

• Knowledge of organizational policies and procedures.
• Ability to apply policies and procedures to solve everyday issues.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Excellent organizational skills.
• Ability to perform varied support assignments requiring independent judgment.
• Demonstrated knowledge and familiarity with community and rental property operations.
• Knowledge of Fair Housing laws.
• Demonstrated customer service skills.
• Knowledge of principles and methods for showing and promoting property.
• Ability to effectively present information to residents.
• Knowledge of Onesite reporting, office practices, and fiscal record maintenance.
• Detail-oriented.
• Excellent interpersonal skills.
• Problem-solving skills.
• Decision-making skills.
• Ability to meet and deal effectively with clients, associates, and the general public.
• Excellent verbal and written communication skills.
• Ability to create, compose, and edit written materials.
• Ability to establish priorities and coordinate work activities.
• Ability to work in conjunction with Company managers, residents, and associates.
• Skilled in word processing, drafting correspondence and memoranda.
• Basic internet experience.
• MS Office software applications required (Microsoft Office, Word, Excel).
• Knowledge of basic office practices and procedures.
• Requires prolonged sitting, some bending, stooping and stretching.
• Occasionally lifting files or paper weighing up to 30 pounds.
• Requires eye-hand coordination and manual dexterity sufficient to operate office equipment.
• Requires normal range of hearing and eyesight.
• Regular and consistent attendance is essential.
• Must be able to physically access all exterior and interior parts of the community and amenities.
• Periodic exposure to outside elements.
• Occasional evening or weekend work.

Skills

• Customer service
• Organizational skills
• Interpersonal skills
• Problem-solving
• Decision-making
• Verbal communication
• Written communication
• Word processing
• Microsoft Office
• Microsoft Word
• Microsoft Excel
• Internet basic experience
• Onesite reporting

Location

• NY

Work Type

• Full-time

Experience Level

• Minimum of two years of office experience
• Minimum of Two years’ experience in residential properties, rental operations, hotel or related business operations is preferred

Education Level

• High School Diploma, or equivalent
• Associate degree in business administration or equivalent, is preferred

About the Company

• UDR is a real estate investment trust that owns and manages apartment communities.

Equal Opportunity

• 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, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
• This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves 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.