Serve as frontline, "first responder" to resident requests on behalf of onsite community team. Responsible for the coordination and execution of all administrative and customer service community tasks (managed in a non-customer facing setting), via electronic means such as through phone, text, email and UDR's customer relationship management system (CRM). The Virtual Resident Services Manager will be accountable for an assigned portfolio to provide superior customer service, and to create positi... more details
UDR is now hiring a Virtual Resident Services Manager to join our team.
GENERAL SUMMARY OF DUTIES: Serve as frontline, “first responder” to resident requests on behalf of onsite community team. Responsible for the coordination and execution of all administrative and customer service community tasks (managed in a non-customer facing setting), via electronic means such as through phone, text, email and UDR’s customer relationship management system (CRM).
The Virtual Resident Services Manager will be accountable for an assigned portfolio to provide superior customer service, and to create positive relationships with community residents and onsite associates. The specific intent is to “virtually” manage the resident relations aspect of the business to ensure communities perform at the highest levels to achieve and/or exceed expectations.
SUPERVISION RECEIVED: May report directly to the Senior Virtual Resident Services Manager, Regional/District Manager, General Manager and/or Community Director
SUPERVISION EXERCISED: N/A
ESSENTIAL FUNCTIONS: Incumbent in position may or may not administer all primary work tasks listed below. Operational factors within the assigned portfolio will play a critical role in the primary work assignments.
Customer Service
Provide the best standard of quality and service through resident relations:
1. Answer resident and guest questions virtually, professionally, and timely via phone, text, email, and the customer relationship management system (CRM) for multiple sites. Implement strategies to improve quality of customer service.
2. Oversee and ensure any resident escalations are resolved and/or escalated to the appropriate department to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
3. Maintain acceptable NPS and customer experience scores and help facilitate the reputation management process.
4. Communicate with site teams as well as centralized teams to ensure prompt assistance to residents, prospects, and applicants.
5. May proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
6. Assist as needed with the move-in and move-out process, transfers, roommate changes, lease renewals, resident referrals, and amenity reservations.
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:
1. Utilize the customer relationship management system (CRM) to effectively manage resident relations, and resident communications by creating and working/assigning cases to appropriate departments.
2. Manage social media accounts as requested. Identify customer service trends and escalate, as necessary.
3. Prepare, communicate, and send resident and community letters and notifications.
4. Issue digital parking permits and assignment(s) electronically to residents.
5. Administer SmartRent, a digital key system. Issue digital keys, electronically to resident, provide access as needed to vendors, prospective residents on community tour, and/or to residents of the community including those that move out.
6. Review and modify rentable item(s) on resident account, which will require addendum to be prepared and signed.
7. Review, monitor, administrate, and sign leases as required or needed.
8. Enforce all community 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.
9. May help coordinate and communicate community events.
10. Administer Parcel Pending/Luxor, a digital locker system for packages received. Issue digital code to the resident for parcel/package pick up.
11. Field resident questions, concerns, and complaints professionally and forward to appropriate authority.
12. Assist as needed with the Smartrent dashboard: battery alerts, move in/out exceptions, work orders, temp alerts, etc.
13. Engage directly with centralized teams by monitoring inbound requests and acting as a liaison between onsite teams and centralized support.
14. Attend district and/or area leadership meetings.
15. Comply with all Company policies and procedures related to employment.
16. Commit to Living the UDR Values each day in every action when executing the essential functions of the job.
17. Perform other duties as assigned or needed.
PERFORMANCE REQUIREMENTS: Knowledge of organizational policies and procedures. Knowledge and understanding of business concepts and research principles, processes, and techniques. Knowledge of the principles of strategic business decision-making. Ability to apply policies and procedures to solve everyday business issues.
Understanding of overall property management. Must know and follow the Fair Housing laws. Knowledge of principles and methods for promoting property. Ability to exercise initiative, problem solving and decision-making skills. Demonstrated understanding of social media campaigns.
Position requires the individual to be a self-motivated, high performer who thrives in an independent work environment. Ability to exercise good judgement within established work guidelines. Successful demonstration of exceptional communication skills both written and verbal with an outgoing personality. Demonstrated knowledge and familiarity with community and rental property operations. Ability to work in conjunction with residents, Company managers, and associates, with high degree of polish and professionalism.
General knowledge of computer systems and applications. Proficiency with Microsoft Applications and use of the Internet. Ability to create, compose and edit written materials.
TYPICAL PHYSICAL DEMANDS: Requires mobility sufficient to travel. Some bending, stooping, and stretching. Occasionally lifting items weighing up to 30 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Regular and consistent attendance on the job is an essential function.
TYPICAL WORKING CONDITIONS: Position may be in a normal office environment or remote based on the needs of the Company. Travel may be required. Time commitment and schedule may vary based on the portfolio. Weekend work will be required.
EDUCATION AND EXPERIENCE:
1. Bachelor’s degree in business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.
2. Minimum two to five years’ property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred.
3. Minimum two years’ experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
4. Strong attention to detail, with professional writing presentation, especially the rules of syntax, punctuation, and grammar.
5. Must have and maintain a valid driver’s license unless otherwise noted.
UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.
