Job Description

Job Summary

The Resident Relations Specialist reports to the Property Manager and provides customer service to residents and administrative support to the property management office to promote resident satisfaction and retention.

The successful candidate will embody and work to reinforce MAA’s Core Values.  Those values include:

• Appreciating the uniqueness of each individual

• Communicating openly and with integrity

• Embracing opportunities

• Doing the right thing at the right time for the right reasons

Duties and Responsibilities

• Establishes and maintains rapport with residents to generate continued interest in the community and promote resident retention.

• Provides customer service to residents by responding to questions, concerns, or requests.  Enters and follows-up on maintenance work order requests.

• Develops and maintains effective working relationships to ensure an efficient workflow between leasing, maintenance, and property management teams.

• Greets prospects and other visitors to the management office.  Screens incoming calls. May facilitate tours.

• Contacts residents to present lease renewal offers.  Communicates and reinforces the resident value proposition to overcome resistance.  Secures and closes renewed leases before expiration of current lease. 

• Acquires and maintains knowledge of local markets and competitors.

• Assists management with day-to-day operations of the management office.

• Performs administrative tasks such as preparing lease agreements, filing, ordering office supplies, and ensuring order and cleanliness of the leasing office. 

• Performs other related duties as assigned to meet the needs of the business.

Required Qualifications

• 1-3 years of customer service and/or administrative support experience required, or an equivalent combination of education and experience.

Preferred Qualifications

• Bilingual skills preferred.

• Leasing and/or customer retention experience preferred.

• Bachelor’s degree preferred.

Knowledge, Skills, and Abilities

• Knowledge of apartment management laws and regulations at the federal, state, and local levels

• Customer service skills and conflict resolutions skills to overcome objections and resolve issues.

• Critical thinking and problem-solving skills.

• Skill and ability to communicate verbally clearly and concisely and in writing.

• Flexibility and adaptability to changes in priorities or business needs.

• Organization, task, and time management skills

• Ability to work independently with minimal supervision and collaboratively as part of a team.

• Computer literacy and skills with business office applications (e.g., Microsoft Outlook, Excel, Word, PowerPoint)

Physical and Environmental Requirements

• 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.

• While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.

• This position requires the ability to occasionally lift office products and supplies, up to 20 pounds.

• This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Disclaimer

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Job Tags

Similar Jobs