PLEASE READ CAREFULLY AND ONLY APPLY IF READY FOR THIS TYPE OF WORK, TRAVEL IN SAN DIEGO REQUIRED:
APARTMENT INDUSTRY EXPERIENCE IS A MUST
Handle resident concerns or requests that are escalated to the regional level. • Assists prospective residents with information regarding their lease, the community, and the move in process. • Responsible for responding to and managing resident complaints and/or service issues and may coordinate with appropriate staff to address and resolve resident concerns. • Respond to social media postings (Facebook and other social media outlets) • Serves as the Lincoln Military Housing representative for the Resident Advisory Board. • Promotes positive resident relations by connecting with residents and building appropriate rapport to understand needs, expectations, and requirements in order to ensure services rendered have been completed according to LMH standards and meet resident’s satisfaction. • Works in conjunction with district team to ensure service requests are assigned and scheduled appropriately and completed in a timely manner. • Provides proactive communication to the resident regarding the status and time estimation of service requests. • Work with CSR team to guide and provide on the job training and/or classroom training on customer service skills, service recovery and improvements to existing customer service processes. • Ensure any important/critical issues are communicated and escalated to Regional Management staff (RPM,RVP) • Demonstrate outstanding service to identify the source of the resident's issue and work to resolve inquiries in a timely and professional manner. • May perform post-turn unit inspections and complete move-in inventory inspections with new residents. • Follow-up with residents who have requested work-order/services or expressed issues/concerns with the community. • Participates in outreach marketing activities (i.e. market surveys, shop competitors, etc.) on a regular basis to obtain prospective residents. • Performs other general office duties (i.e. phones, filing, special projects and assignments as needed). • Performs various administrative and computer tasks, email communications, input of information/data into various software and information systems (Payscan, Yardi, and other company-related systems). • Composing and distributing of correspondence regarding information that affects our residents and customer service. • May participate in property walks / inspections (grounds, common areas, parking lots, community rooms, makereadies, quality control, etc.) to ensure community is well maintained according to LMH’s quality standards. • Participate in and attend various department or regional meetings, resident or community events, seminars, and other work-related events. • Complies with all OSHA safety regulations, local applicable laws regarding health, safety or environment, Fair Housing and LMH Standard Operating Procedures and Policies.