Junior Resident Services Associate

Junior Resident Services Associate

As a Junior Resident Services Associate, you will be an integral member of the team that provides an exceptional customer experience for our Residents. You will warmly and professionally manage move-ins/outs, resident retention initiatives, collections on delinquent accounts, resident communications and escalated maintenance service requests. The position is at the International property in Kansas City, MO! This is a full-time, benefits eligible role.

Overall Responsibility:

Accountable for providing best in class customer service in an upbeat and professional manner to our residents to maximize resident satisfaction.

• Maximizes resident satisfaction by delivering prompt and courteous service by phone, email, chat, and in person that consistently exceeds industry standards.
• Whole building communications, announcements, alerts, and emergency work progress.
• Oversee move-in processes including inspection of apartment, making sure keys work, scheduling move-in appointments, new resident orientation, accept rent payments, issuing keys, and welcoming them to their new home.
• Make a great first impression upon move in by contacting future residents to go over what is needed for move in, answer any questions they may have, schedule freight elevators, where they should meet you to pick up keys on move in day, and have everything prepared for a smooth move on move in day.
• Manage Keys and program fobs.
• Respond to residents who post bad reviews by investigating previous work orders and past communications.
• Oversee all move-out processes including communicating with maintenance regarding pre move out inspections, collecting keys, move out in system, and pay particular attention to residents who have not moved-out on a timely basis to ensure rent is assessed and that there is no disruption to any new resident move-in.
• Proactively work with residents on work orders open longer than 48 hours.
• Generate and distribute all resident correspondence and communication. Organize and file all applicable reports, leases, and paperwork.
• Enters all traffic, telephone calls, leases, cancellations, work order etc. activity into Salesforce.

Demonstrate initiative, personal awareness, professionalism, integrity, and confidentiality in all areas of job performance. Project a professional image and demeanor.

• Answer incoming telephone calls with company issued headset using company telephone greeting standards, and handle accordingly (prospect calls, resident issues, service requests, etc.)
• Understand, apply, and comply with all company policies and procedures and all applicable federal, state, and local laws.
• Performs other related duties and assignments as required.

Required Skills/Experience and Education:

• Exceptional customer service and follow-through skills. Leasing/Customer Service experience preferred.
• A driver's license and vehicle are required for this role.
• Multi-family property management experience is a plus.
• Outgoing personality – enjoys interaction with residents.
• Strong computer skills including Microsoft Office proficiency. Experience with Salesforce preferred.
• Organizational skills to include effective prioritization, monitoring multiple simultaneous projects.
• Ability to retain composure within an occasionally stressful environment.
• Strong organizational skills. Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
• Ability to interact with management, peers, residents, visitors, and prospects in a professional and pleasant manner.
• Strong communication skills, both oral and written.
• Ability to walk and stand for more than 2 hours per day.

Certificates and Licenses (based on region):

• Chicago: Leasing License preferred. If not obtained prior to hire, Real Estate Leasing Agents License exam will be provided and must be taken within 120 days of start, and you must pass within 4 attempts.

Measures of Success:

• Average Resident Survey score of 4 or above (reviewed monthly)
• Scorecard quality assurance delivered monthly

Benefits and Perks:

• Robust Benefits package including Medical, Vision & Dental Insurance, 401(K).
• 30% Rent Discount for full-time employees.
• Educational Reimbursement.
• Opportunities for professional development and career growth.

Please be advised that all new hires will be required to successfully complete a criminal background investigation prior to employment. The receipt of satisfactory responses to reference requests, and the provision of satisfactory proof of an applicant's identity and legal authority to work in the United States are also required.

About Mac: We believe that the quality of one's life is directly related to the quality of one's home. Since 2002, we have been creating rental homes and investing in neighborhoods for our residents in Chicago, Kansas City, and St. Louis. Our vision is to enable better lives through better homes- for our residents, our communities, and our colleagues.