*Position Purpose:*
The Resident Services Lead provides guidance and support to residents and Resident Services Agents for all resident needs prioritizing customer satisfaction and resident retention.
This position offers support both in person and in the Resident Services Hub to all agents and residents
*Essential Duties:*
· Supports Resident Services Manager in day-to-day operations, serving in a player/coach role
· Supports Resident Services Manager by pulling weekly reporting, identifying agent productivity
· Supports Manager in onboarding and training Resident Services personnel within 2 weeks of hire
· Prepares resident move-in packet & required pre move-in tasks at least 7 days in advance of future move-in (unless quick move-in)
· Responsible for maintaining the move-in tracker following property process, delegating when needed
· Responsible for ensuring every move-in is executed per property move-in process and ensures resident satisfaction.
· Confirms proper resident portal set-up is completed for every future resident · Follow proper follow up cadence in welcoming new residents to the community after every move-in
· Maintain the move-in tracker following property process, daily
· Uses property management platforms (Ring Central & Yardi) to correspond and document all communication with residents, maintaining data integrity and meeting all SLA requirements in every resident communication
· In every in-office resident interaction, acts as a partner in resolution, at times working cross departmentally, for all resident inquiries and needs, via phone, email, and text
· Acts as first level of escalation for in-the-moment resident escalations in person and over the phone.
· Maintains personal, Moving, and Resident Services email inbox daily, using department filing system
· In every resident interaction, authentically builds relationship and sense of Community, documenting important findings of resident life so that RS may follow up with accordingly
· Informs residents of community events, programming, and the development plan of Parkmerced
· Supports Sales in sharing renewals and referral program at all appropriate interactions with residents
· Requests 5 star Yelp and Google reviews in every move-in and all other appropriate resident encounters
· Organizes all documents and properly stores information in all required property management software platforms
· Completes regular block checks across the property to ensure that standards are met and to check for lease violations
· Supports with Resident Services initiatives and needs on property as they come up \*Other duties may be assigned
*Knowledge, skills, and abilities:*
· Previous experience in a customer support role, 4+ years suggested
· Excellent customer service skills to be able to interact effectively with a diverse group of people, stay calm under · pressure, and provide cheerful assistance to others.
· Demonstrates ability to read, write, and communicate effectively · Demonstrates proficiency in word processing, property management applications (preferably Yardi and/or On-Site), and spreadsheet management programs
· Strong phone and verbal communication skills along with active listening
· Ability to multi-task, set priorities and manage time effectively
*Education:*
· High School diploma or equivalent
Job Type: Full-time
Pay: $31.
00 - $34.
00 per hour
Expected hours: 40 per week
Benefits:
* 401(k)
* Dental insurance
* Employee assistance program
* Health insurance
* Vision insurance
Experience level:
* 1 year
* 2 years
* Under 1 year
Schedule:
* 8 hour shift
* Day shift
* Monday to Friday
* Morning shift
* Weekends as needed
Experience:
* Customer service: 4 years (Required)
Shift availability:
* Day Shift (Required)
Ability to Commute:
* San Francisco, CA 94132 (Required)
Ability to Relocate:
* San Francisco, CA 94132: Relocate before starting work (Required)
Work Location: In person
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