Resident Experience Coordinator- 70 Greene
Equity Residential

Jersey City, New Jersey

This job has expired.


JOB DESCRIPTION
*ESSENTIAL FUNCTIONS:*
*Resident Experience / Customer Service (70%)*
* Promptly returns resident calls and responds to emails. Proactively contacts residents to identify needs and follows up on resident concerns to ensure exceptional customer satisfaction and loyalty.
* Monitors and communicates effectively with maintenance staff to ensure resident needs are met and conducts follow up to ensure resident satisfaction. Proactively communicates with residents during complex, multi-touch service requests and projects. In the absence of a Community or General Manager, maintains and executes Communication Plan for complex service or capital projects.
* Serves as a direct contact for residents regarding payment and account inquiries. May need to investigate account related questions from residents and discuss with the Central Business Group (CBG) to gain an understanding of the transaction activity. Follow up with the resident on problem resolution as appropriate.
* Maintains high resident visibility by interacting with residents at all times. Regularly visits common areas (e.g. pool and lobby) and amenity areas to communicate with residents to build and maintain relationships and gather feedback on their experience. Attends community Resident Events.
* Manages amenity reservations to ensure seamless booking and appropriate usage by residents.
* Collaborates with Community Manager or General Manager on all mass Resident Communications related to service outages, capital projects, emergencies and events.
* Effectively explains lease provisions and community policies to new and current residents. Partners with leasing consultants to ensure all move-in activities are complete. Conducts new resident orientation and conducts regular follow up to ensure an exceptional move-in.
* Responds to resident relations inquiries and property emails; escalates issues to General Manager or Regional Manager as needed.
* Follows up and responds to resident survey feedback to determine the best course of action to resolve the issue. Escalates as necessary and makes recommendations on process improvements to enhance the overall resident experience on the property.
*Managerial Responsibilities (20%)*
* Assists the General Manager in all aspects of operations including partnering with the Central Business Group (CBG) with accounting functions such as delinquency, collections, evictions, understanding and explaining resident accounts and completing Statement of Deposit Accounts (SODA) charges and prepares resident files for storage.
* Assumes responsibility for the property in the General Manager's absence.
* Manages and reports resident insurance policy information to ensure compliance with the lease. * On a quarterly basis, conducts informal community inspections and reports findings to the General Manager and Regional Manager.
*Building Community and Industry Knowledge (10%)*
* Assumes greater responsibilities upon learning and applying knowledge of all aspects of property management as well as displaying maturity and good judgement.
* Understands and complies with federal, state and local fair housing laws and standards, as well as landlord/tenant laws and regulations.
The Company may revise this job description from time to time as business needs require. It is not intended to be an exhaustive listing of all the functions of the job, nor limit the Company's right to assign other functions to an employee in this position. This job description does not constitute a written or implied contract of employment.
*JOB QUALIFICATION REQUIREMENTS:*
The incumbent must be able to work any shift, Sunday - Saturday to support the company's business needs. Additional skills: must exhibit strong management and leadership qualities; demonstrate excellent verbal communication skills and have excellent follow through.
*Knowledge/Experience:*
The incumbent must possess a high school diploma or equivalent. Minimum of two years residential or commercial property management experience or equivalent experience in retail and or hospitality; seasoned customer service professional The incumbent must demonstrate effective verbal and written communication skills and possess excellent conflict resolution skills. Computer literacy required. Experience with computerized property management and / or accounting software. Adaptability, multi-tasking and sound decision making abilities are required and essential to the success of this role.
*JOB COMPETENCIES:*
Demonstrating proficiency in these competencies is critical to being effective in the role:
*Action Orientation:*
Seizes opportunities and acts on them quickly, enjoys working hard and is full of energy for things he/she sees as challenging.
*Accountability:*
Delivers on commitments and agreements, demonstrates dependability, takes responsibility for mistakes and missed deadlines.
*Customer Focus:*
Treats customers courteously, responds to customer requests in a timely manner, takes responsibility to resolve customer complaints, proactively identifies customer needs, elicits feedback from customers to monitor their satisfaction, creates strategies to help the organization serve customers more effectively, considers both short and long-term interests of the customer in making service decisions.
*Integrity and Trust:*
Gains the trust of others by taking responsibility for his/her own actions and being honest, possesses the internal fortitude to consistently behave in honorable ways, respects confidentiality, takes a stance based on principles and values despite personal or professional risk, challenges others who are not being truthful or acting with integrity, and does not misrepresent him/herself for personal gain.
*Communication:*
Gets to the point quickly and succinctly; can make complicated concepts and data clear to others, exceptional listener even under stressful situations, displays a keen sense of what to say in various situations.
*Conflict Resolution*
: Uses a variety of approaches to manage and resolve concerns, disagreements and conflicts with little noise and an acceptable outcome to all parties.
*Enthusiasm:*
Possesses a lively and keen interest in what he/she does, displays excitement and eagerness to do their job well, passionate for the organization and his/her role in it.
*Initiative:*
Seeks additional responsibilities and opportunities that support organizational goals and stretch personal capabilities.
*Listening:*
Listens attentively to people's ideas and concerns, and can accurately restate the opinions of others even when he/she disagrees.
*Teamwork:*
Builds constructive working relationships that foster cooperation and teamwork for mutual gain solutions, proactively keeps co-workers, vendors and customers informed and up-to-date.
*Time Management:*
Prioritizes plans and schedules effectively, allocates resources to meet objectives by specified target dates, values time and uses time effectively and efficiently, effectively balances changing priorities.
*PHYSICAL AND VISUAL ACTIVITIES:*
Ability to hear and speak well enough to converse verbally over the phone and in-person (expressing or exchanging ideas by means of the spoken or written word). Ability to interpret, evaluate and communicate detailed written or verbal instructions to others accurately and easily. Able to see well enough to use the computer effectively and read written communications. Ability to lift, push, pull or carry up to 15 pounds for the dissemination of documents, supplies, materials, etc. to various locations throughout the office/facility. May be required to climb stairs depending on the property structure.
The above describes the physical and visual activities that are commonly associated with the performance of the essential functions of this job. "Commonly associated" is not intended to mean always or only. Reasonable accommodation will be provided as required by law to enable otherwise qualified employees with a known disability to perform the essential functions of the job.
-Salary: $26.24/hr - $29.16/hr plus bonus
ABOUT US Working for Equity Residential (EQR), a leading multi-family real estate investment trust (REIT), means living our purpose: creating communities where people thrive. It means striving to provide the best in apartment living, speaking boldly about new ideas for innovation, and inspiring creativity in the ways we work together.
Our portfolio of high-quality properties in urban growth markets - New York City, Boston, Washington DC, Seattle, San Francisco, Southern California, and Denver - provides homes where people most want to live, work and play. We've got the best people in the business, as evidenced by our employee engagement scores and customer loyalty ratings. That's why our employees say they are proud to work at Equity, a company that gives our residents a place where they can Live Remarkably, and offers a culture where our employees have the opportunity to thrive.
Equity Rewards
When you join Equity Residential, you won't be treated as simply another employee -- you will be considered a partner in our shared success. As such, we are committed to investing in your personal success through a benefits program that supports your Total Wellbeing.
We recognize that everyone has different needs outside of work. That's why, in addition to a competitive benefits package (medical, dental, vision and paid time off), we offer many unique benefits options to employees, like a comprehensive wellness program, pet insurance, new parent benefits, and paid time off for community service projects. In addition to your next job, you can also find your next home with us! Rent discounts on Equity Residential apartment homes are available to our benefits-eligible employees. The amount of the discount offered is determined based on the market, ranging upwards from 20%. Learn more about our Total Wellbeing program
Equity Values
At Equity Residential, like our residents, our employees come from everywhere. A richly diverse work environment captures top talent, cultivates the best ideas, and creates the widest possible platform for success. By focusing on inclusion, these differences are harnessed to create value -- in ideas, business practices, relationships, and employee engagement. As an Equal Opportunity Employer, we are committed to maintaining a diverse, inclusive and equitable work environment where our employees can thrive.
All aspects of the employment process are merit-based. Every Equity employee is expected to maintain a work environment that is free from discrimination and harassment. Equity Residential does not discriminate against any employee or job applicant because of race, religion, color, creed, sex, sexual orientation, gender, sexual/gender identity/expression, age, pregnancy (including childbirth, lactation or related medical conditions), physical or mental disability, national origin, citizenship status, military (including uniformed service member or protected veteran) status, marital status, genetic characteristic or information, ancestry or any other characteristic protected by law. Equity Residential also prohibits retaliation against individuals who report harassment or discrimination, or participate in investigations into such conduct.
ABOUT THE TEAM Under the direction of the Community or General Manager, this position responds to and resolves all resident relation issues, in addition to interacting directly with current residents and management staff to maximize operational results. The Resident Experience Manager serves as the individual responsible for the property in the absence of the Community Manager and serves as a role model to co-worker


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