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About the Role
The Resident Services Coordinator — Customer Service supports the customer service vertical with lease renewals, move-in coordination, resident inquiries, and building communications. This role works under the direction of the Resident Services Manager (Customer Service), providing timely, professional support to residents and directing inquiries where needed.
Responsibilities
- Send renewal offers to residents via Onsite in accordance with renewal timelines.
- Draft and generate the appropriate lease for each renewal — a rent-stabilized renewal lease or a market-rate (Good Cause) lease, depending on the unit type.
- Follow up with residents on a regular cadence to secure timely signatures.
- Update the renewal tracker for all pending renewals across all properties.
- Assist residents with any inquiries and direct inquiries where needed.
- Help with any resident issue and troubleshooting.
- Send welcome emails to new tenants and confirm move-in payments have been received.
- Collect renters insurance and Certificates of Insurance (COIs) prior to move-in.
- Coordinate key hand-off with the applicable team member, onsite or internal.
- Send out building-specific notifications, as needed.
- Conduct property walkthroughs and audits monthly.
- Uploads monthly walk through inspection reports to the SD.
- Creates post-inspection work orders for superintendents and follows up on completion.
- Maintains Management inbox.
- Maintains Tenant memos in Yardi.
- Escalates appropriate items (concession and rate negotiation requests).
- Updates Weekly Leasing and Renewal Reports and Agenda ensuring data matches throughout.
- Run reports and coordinate with the analytics team to have required reporting generated.
- Receive all incoming calls to their line; assist directly or transfer to the appropriate internal team member.
- Monitor and manage the main email inbox for all properties, responding or routing messages as needed.
- Multitask across numerous properties in the tri-state area throughout the day.
Requirements
- Strong customer service and communication skills
- High attention to detail; comfort maintaining renewal trackers and data accuracy
- Ability to manage multiple resident requests and prioritize effectively
- Collaborative, team-oriented mindset
- Professional judgment and discretion handling resident information
- Working knowledge of rent-stabilized lease renewals and Good Cause Eviction requirements for market-rate units
- Daily use of Onsite, Yardi, and Excel spreadsheets to manage renewals, trackers, and reporting
- Ability to multitask across numerous properties in the tri-state area
Skills
- Customer service
- Communication
- Attention to detail
- Data accuracy
- Prioritization
- Teamwork
- Professional judgment
- Discretion
- Rent-stabilized lease renewals
- Good Cause Eviction requirements
- Onsite
- Yardi
- Excel spreadsheets
- Reporting
- Multitasking
Location
- Tri-state area
Work Type
- Full-time
Experience Level
- Coordinator / Specialist
Salary/Compensations
- $30—$33 USD