Customer Service Administrator Jobs in Washington

UDR, Inc. and its affiliated companies are seeking a Community Service Administrator to join our team at Canterbury, our apartment community (#544 homes) located in Germantown, MD.

GENERAL SUMMARY OF DUTIES:  Provide administrative support and maintenance feedback to the service management team.  Responsible for ordering supplies, purchase orders, service invoices, reports, and move-in/move-out inspections.  Assists with scheduling the service team for service tickets, turns, and preventative maintenance.  Inspects the work performed by vendors and ensures that it meets UDR standards. Oversees quality control with inspections of the community and vacant apartments.

SUPERVISION RECEIVED:  Reports to the Community Director, Senior Community Director, General Manager or Lead Service Manager

SUPERVISION EXERCISED:  N/A 

ESSENTIAL FUNCTIONS:     

1. Responsible for scheduling repairs with contractors, tracking, and providing final inspection of the work provided by contractors or vendors.
2. Schedule the service team for timely apartment turnovers, painting, floors, carpets and general cleaning.
3. Provide inspection of vacant apartments to ensure they are ready for occupancy. Report and schedule maintenance for any issues discovered and report results of turnovers to management.
4. Provide support for or complete the pre-move-out inspections on a timely basis.
5. Schedule or assist the service team scheduling of service tickets.  May follow up on resident satisfaction following the service event.
6. Provide overall quality control for both vendor-related and service team related community cleaning, safety, landscaping, and any other community projects.
7. Act as the liaison for contact and coordination of vendors as needed.
8. Conduct community safety meetings.
9. Responsible for ordering through Ops Technology for supplies following Company procedures. 
10. Provide community inspection of every floor or building, exterior and amenity spaces.
11. Assist in the bidding process for services and documentation as needed.
12. Provide superior customer service to internal and external customers representing the community in a professional, concerned, and friendly manner to foster a positive experience for all residents.
13. Organize and maintain filing system, file and retrieve documents, records, and reports.  Ensure protection and security of files and records.
14. Greet vendors or contractors and accompany them to appropriate work area or to the appropriate service team lead or manager.
15. Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:   Knowledge of general office practices, organizational policies, and procedures.  Knowledge of organizational and community policies and procedures.  Ability to apply policies and procedures to solve everyday issues. 

Ability to exercise initiative, problem-solving and decision-making skills.  Ability to define problems, collect data, establish facts, and draw valid conclusions.  Must have excellent organizational skills. 

Ability to maintain a high level of accuracy in preparing and entering information, and attention to detail.  Must know and follow the Fair Housing laws.  Ability to perform a variety of documentation requiring some exercise of independent judgment.  Ability to meet and deal effectively with management, residents, associates, and vendors.

Must demonstrate excellent interpersonal skills.  Ability to proactively recognize and implement superior customer service to internal and external customers.  Ability to exercise initiative, problem-solving and decision-making skills.  Ability to work in a fast paced environment and handle multiple projects simultaneously to meet deadlines.  Ability and willingness to lead, take charge, and offer opinions and direction.
 
Ability to effectively present information and respond to questions or resolve resident, vendor and contractor issues.  Ability to work in conjunction with Company managers and associates.  Must have effective verbal and listening communication skills.  The ability to communicate information and ideas in verbally and in writing so others will understand.

Excellent verbal and written communication skills.  Ability to respond professionally to common inquiries or complaints from customers.  Ability to effectively present information to management both verbally and in detailed reports.  Must have effective verbal and listening communication skills.  Ability to write reports and process online documents. 

Knowledge of computer systems and applications.  Must have experience with computer skills including the spreadsheet, word processing programs, internet, smart phones, and e-mail at a highly proficient level.  Ability to enter service ticket information into the system.
                                                        
TYPICAL PHYSICAL DEMANDS:  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. Extensive data input and required ability to sit for long periods of time. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS:  Normal office environment.  Incumbents must be able to physically access all exterior and interior parts of the community and amenities.  Periodic exposure to outside elements where temperature, weather, odors, and/or landscape may be unpleasant and/or hazardous.  Frequent or regular exposure to outside elements, weather, and unpleasant odors.  Requires evening hours and weekend work.

EDUCATION AND EXPERIENCE:

1. High School Diploma, or equivalent, is required with an Associate or Bachelor’s degree preferred. 
2. Minimum of three years’ property management experience from the administrative or service side of the business. 
3. Customer Service, Administrative, Quality Control or inspection experience is a strong plus.
4. 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.