Community Relations Representative

Job Description

Serves as the first point of contact for all resident interactions on site. Assists with all inquiries including move-in process, resident requests, customer follow-up, renewal process, move-out process, resident transfers, and evictions.

Responsibilities

• Promotes positive, proactive customer interactions to make their Omega Property Management experience of the highest quality.
• Solves simple to complex resident relations issues in a timely manner.
• Assists residents with the move-in and move-out process as needed.
• Performs resident retention calls according to guidelines currently in place.
• Ensures that all relevant information regarding resident concerns and requests are accurately recorded in Appfolio.
• Provides input regarding how to continually improve and provide more efficient resident relations.
• Facilitates the resident retention process which includes renewal paperwork.
• Handles all resident complaints, identify solutions and communicate to leadership.
• Assists with achieving financial goals through closing on renewals and transfers, participating in leasing. goals and communicating the value of our communities.
• Process resident applications, lease documents and related paperwork as needed.
• Performs community inspections to ensure aesthetics are maintained to company expectations.
• Monitors Google, Apartments.com and Yelp scores daily to improve the customer experience and maintain awareness of community reputation. Follow up with unresolved resident concerns in surveys or reviews as needed.
• Completes and submits final account statements
• Manages the eviction process from beginning to end.
• Participates in performance leasing consultant responsibilities as needed (leasing, tours, etc.)
• Responsible to ensure property documentation including scanning, copying & filing paperwork
• Help with final cleaning of make readies for new tenants
• Responsible to ensure the leasing office & models are clean & presentable
• Variances in responsibilities may exist by community type:

Larger Communities:

• Focus may be on a specific responsibility and then rotated regularly.
• May be required to train new hires.
• Minimum Qualifications / Other Expectations:
• High School Diploma or equivalent work experience
• One year experience in customer service environment preferred
• Superior customer service skills and a desire to help people
• Ability to handle basic accounting principles and concepts
• Excellent written and oral communication and interpersonal skills
• Schedule may require work on weekends, holidays and evenings