Resident Relations Specialist

Employer
The Donaldson Group
Location
Fairfax, VA
Posted
Jun 11, 2018
Closes
Jun 20, 2018
Function
Accountant, IT
Hours
Full Time
THE DONALDSON GROUP Job Description Job Title: Resident Relations Coordinator Reports To: Property Manager FLSA Status: Non-exempt ESSENTIAL DUTIES AND RESPONSIBILITIES Reporting The Resident Relations Coordinator reports directly to the respective Property Manager unless otherwise assigned by the Property Manager. Customer Service * Keep the Donaldson Group Promise, providing the best possible customer experience for clients, residents, vendors, internal associates, etc. * Conducts all business in adherence to Fair Housing Law. * Answer the telephone professionally and in a timely manner. * Complete tasks in a prompt and professional manner. * Lead by example, motivating the entire team to keep the Donaldson Group Promise. * Give prompt, personal attention and assistance to incoming and current residents encountering housing-related problems. * Greet prospects, residents, vendors and all customers utilizing excellent customer service. * Act as a liaison between the residents and the Property Manager. * Assist in responding to prospective resident complaints as directed by the Property Manager. * Build and maintain a positive rapport with residents. * Communicate with, listen and respond to co-workers and customers. * Take advantage of opportunities to go above and beyond for all customers. * Take resident service requests accurately to insure maintenance personnel can complete the request properly. Community Development * Implement social activities to develop positive relationships among residents. * Encourage resident participation in the community. * Represent the community in a positive manner. * Implement creative social activities to develop positive relationships among residents. * Establish and maintain positive resident relations. * Encourage resident participation in the community. * Establish and maintain resident referral networks. * Establish and maintain a community packet on the local area. Planning * Recommend events and programs related to residents. * Send appropriate notes or gifts to residents as directed by the Property Manager. * Prepare activities according to budget and resident retention needs. * Coordinate community events with the site staff. * Actively recruit resident volunteers and promote community participation. * Exercise direct supervision over volunteers and involved employees. * Follow-up with volunteers who assist during resident events. * Prepare internal and external advertisement for events. * Ensure the quality of marketing and collateral materials, as directed. * Review all advertising for accuracy and effectiveness, as directed. * Investigate products, services and vendors. Marketing * Exhibit general knowledge of surrounding community (eg schools, shopping, restaurants) for benefit of prospective/new residents. * Ensure leasing office, tour path, vacant apartments, amenities and general curb appeal of community meets or exceeds company expectations. * Inspect the upkeep and presentation of amenities. * Show units in accordance with federal, state, local and company policies. * Conduct follow-up with prospective residents. * Participate in outreach marketing as directed. Lease Processing * Process applications for pre-approvals (credit check, income requirements, rental history, etc.) and submit applications. * Prepare accurate lease packages according to company policy. * Assist residents with move-in orientation to include pre-apartment inspection, lease signing and move-in inspection with resident. Administration * Contact all residents tendering a notice to vacate to ascertain their reason for vacating and attempt to have them rescind their notice. * Ensure accurate and timely recording of notices to vacate. * Assist in coordination of unit turnovers with move-ins. * Prepare monthly lease renewals. * Inspect made-ready units to ensure quality. * Prepare resident/prospect correspondence as directed. * Maintain complete resident files. * Maintain financial records of all expenditures. * Keep accurate records of traffic and leases using the property management software system. * Assist Property Manager in completion of special projects as directed. * Complete other duties assigned by supervisory personnel. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION AND/OR EXPERIENCE An associate's degree or equivalent is preferred. One year related experience and/or training in residential property management experience is required. The ability to manage multiple tasks in a fast-paced environment is crucial, as well as maintaining a professional appearance and demeanor at all times. Previous marketing experience is helpful. CERTIFICATIONS, LICENSES AND/OR REGISTRATIONS The Institute of Real Estate Management's Accredited Residential Manager (ARM) or The National Housing Association's Certified Apartment Manager (CAM) designation is preferred. IREM's Certified Occupancy Specialist (COS) or NHA's National Apartment Leasing Professional (NALP) is desirable. SKILL SET Excellent written and verbal communication skills are required. The ability to read and interpret documents, write routine reports and correspondence, and speak effectively before groups of residents or employees is needed. Outstanding interpersonal skills are needed. The ability to solve practical problems and employ rational decision making skills is a must. Also necessary is the ability to think and react quickly where only limited standardization or direction exists. Staying calm and handling high pressure situations is requisite. Mathematical skills, such as the ability to apply concepts like fractions, percentages, ratios, and proportions are necessary. The ability to understand and/or compile reports regarding vacancy, renewals, concessions and advertising costs is also a must. Computer literacy is essential. Knowledge of Windows-based software is required. Proficiency in Microsoft Word and Excel is necessary. Knowledge of MRI and other accounting/property management software is desired. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. * Communicate with and listen and respond to co-workers and customers * Frequently walk the property to show available apartments and/or the model apartment to prospective residents * Occasionally lift and/or move up to 10 pounds The Donaldson Group is looking for a full time Resident Relations Specialist for a residential apartment community located in Fairfax, VA. (Peachtree of McLean Apartments). Applicant will be responsible for community development, resident retention, customer service, marketing and lease administration. Must be highly energized, goal oriented and personable. Must have excellent written and oral communication skills, must be computer literate, must have exceptional customer service skills and have the ability to multi-task. Weekends are a must. We offer a competitive salary and excellent benefits package. The Donaldson Group believes in a drug free work environment, therefore a drug screen will be required. EOE