Resident Service Manager
UDR, Inc.
177 reviews
Tampa, FL 33617
$21 - $24 an hour - Full-time
UDR, Inc.
177 reviews
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Job details
Salary
$21 - $24 an hour
Job Type
Full-time
Benefits
Pulled from the full job description
401(k)
401(k) matching
Dental insurance
Employee discount
Health insurance
Paid time off
Show 1 more benefit
Full Job Description UDR, Inc. and its affiliated companies are adding a Resident Service Manager 2 to our team in Tampa, FL. This position offices out of Summit West and provides customer service & support via email and text communications to our residents residing at five properties totaling 3,018 homes.
Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?
As a Resident Services Manager 2 , each day you to build a sense of community and strive to achieve the community’s resident retention and customer service goals.
Essential Functions:
Customer Service
Provide the best standard of quality and service through resident relations:
• Respond to all resident and guest emails and texts professionally and timely, answering questions and resolving issues/complaints. Implement strategies to improve quality of customer service.
• Lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
• Conduct move-in orientation sessions virtually as needed for new residents and assist with annual renewal conversations with existing residents if needed.
• Oversee the Customer Survey Program by ensuring that that there is immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation. Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests.
• Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
Administrative
Manage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations:
• Prepare, communicate, and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
• Review, monitor, administrate and sign leases as required and needed.
• Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• Smart Rent Management and Package and Parcel Management.
• Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed.
• Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
• Ensure support provided to each property creates a productive, motivated, informed, inspired, engaged and goal-oriented environment.
• Comply with all Company policies and procedures related to employment.
• Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
• Perform other duties as assigned or needed.
Experience, Knowledge and Skills:
• Minimum 2 years’ experience in a customer service support role
• Telephone, email, text customer support experience
• Minimum of 2 years’ office administration experience
Job Type: Full-time
Pay: $21.00 - $24.00 per hour
Benefits:
• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Paid time off
• Vision insurance
Schedule:
• 8 hour shift
Supplemental pay types:
• Bonus pay
Work Location: One location
Hiring Insights Hiring 1 candidate for this role
Job activity Employer reviewed job 5 days ago
Posted 4 days ago