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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 providing concierge-level customer service.

Responsibilities

• Coordinate responses to resident service issues.
• Track and follow up on move-in satisfaction.
• Maintain company customer service standards within the community.
• Complete administrative functions associated with residents’ needs.
• Coordinate move-in processes.
• Manage Onesite responsibilities.
• Provide concierge-type customer service.
• Coordinate 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 and report issues.
• Scan all required move-in documents into Onesite.
• Oversee Pending Tasks in Onesite.
• Guide walk-in traffic and minimize wait times.
• Handle resident concerns with the Resident Service Manager and/or Community Director.
• Check and respond to voicemails, texts, emails, and other resident communications within established time guidelines.
• Organize and distribute incoming packages.
• Collaborate with Business Manager, Centralized Admin, Centralized Sales, and Renewal teams to meet leasing and renewal goals.
• Utilize CRM to manage resident relations, service requests, and communications.
• Walk through move-in ready apartments to ensure they meet standards prior to orientation.
• Walk through all amenities daily to ensure they are stocked and in good condition.
• Walk problematic areas reported by residents on the day they are reported to ensure deficiencies are addressed.
• Follow up with the service team until deficiencies are resolved.
• Provide superior customer service to internal and external customers.
• Interact with walk-in prospects by showing the property and answering questions if needed.
• Receive and greet visitors, and answer prospect, resident, and customer inquiries and phone calls.
• Research and prepare reports, memos, letters, and resident correspondence using office software.
• Set up self-guided tours for prospects, answer questions about the community, lease terms, and local area.
• Complete market summary and comp reports as directed.
• Comply with all Company policies and procedures.
• Commit to Living the UDR Values.
• Perform Resident Service Manager duties in their absence.
• Perform other duties as assigned or necessary.

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 a variety of support assignments requiring some exercise of independent judgment.
• Demonstrated knowledge and familiarity with community and rental property operations.
• Knowledge of Fair Housing laws.
• Demonstrated skills with customer service.
• Knowledge of principles and methods for showing and promoting property.
• Ability to effectively present information to prospective or current residents.
• Knowledge of Onesite reporting.
• Knowledge of office practices and procedures.
• Knowledge of filing and maintenance of fiscal records.
• 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.
• Attention to details.
• Basic experience with the internet.
• MS Office software applications required (e.g., Microsoft Office, Word and Excel).
• Knowledge of basic office practices and procedures.
• Knowledge of filing and maintenance of fiscal records.
• 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 a keyboard, photocopier, telephone, calculator, and other office equipment.
• Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports.
• Regular and consistent attendance on the job is an essential function.
• Must be able to physically access all exterior and interior parts of the community and amenities.
• Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.
• Occasional evening or weekend work.

Skills

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

Location

• Austin, TX

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 company that provides equal employment opportunities.

Equal Opportunity

• UDR is proud to provide 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.