What are the responsibilities and job description for the Concierge/Resident Services Associate position at Fernwood Property Management?
The Concierge/Resident Services Associate position is an essential component of the operations team. The position requires greeting residents warmly, managing resident relations, tracking work orders, and ensuring resident satisfaction. Additional duties involve processing lease-related requests, overseeing move-ins, generating resident communications, and maintaining records in Salesforce. Adherence to company policies, maintaining a professional appearance, handling complaints empathetically, and completing required training are essential.
We are hiring a full-time Concierge/Resident Services Associate in the South Loop! The schedule for this is Wednesday - Saturday, 11pm-7am and Sunday 3pm-11pm. The pay rate is $19/hour with full benefits after 90 days of employment.
Responsibilities:
- Essential hospitality standards used at all times: eye contact, smile, speak first, engage in polite conversation, and using the resident's name.
- Know emergency key procedures (Key Track, key box locations, fire/emergency personnel elevator keys, lock-outs, etc.). Maintain permission to enter forms and issue keys accordingly.
- Provides access control to the residences. Keep records of visitors, contractors and vendors coming in and out of the building.
- Monitor surveillance system and notify staff and management of suspicious activities
- Greet residents by name with a cheerful and pleasant voice; interaction in a manner where the resident does not feel rushed
- Own ongoing resident relations including partnering with maintenance to proactively identify building improvements, identifying negative trends in resident survey scores related to maintenance work orders and move-ins and addresses any outstanding resident concerns.
- Tracks progress, completion, and resident satisfaction for work orders and service requests by contacting residents to ensure resident needs have been successfully addressed.
- Proactively work with residents on work orders open longer than 48 hours.
- Process roommate changes, sublet requests, storage and pet leases, and early lease terminations.
- Oversee move-in processes including inspection of apartment, making sure keys work, scheduling move-in appointments, new resident orientation, accept rent payments, issuing keys, and welcoming them to their new home.
- Generate and distribute all resident correspondence and communication. Organize and file all applicable reports, leases, and paperwork.
- Enters all traffic, telephone calls, leases, cancellations, work order etc. activity into Salesforce.
- Follow company policies and procedures; report accidents, injuries, and unsafe work conditions; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets.
- Display consistent professional and positive attitude and actions when communicating with residents and co-workers
- Handle problems or complaints as they come in - listen, apologize with empathy, find a solution and follow through when resolving resident issues
- Complete required training programs, which includes fair housing laws
- Stand, sit, or walk for an extended period. Move, lift, carry, push, pull, and place objects weighing less than or equal to 35 pounds without assistance. Perform other reasonable job duties as requested by supervisors
- Willing to work a flexible schedule and holidays – this role requires working one weekend day. If a holiday falls during your regular schedule, keeping to the schedule accordingly if not using PTO.
- Responsible for the upkeep and presentation of the Residential Concierge desk, ensuring that all supplies are maintained and presentation is professional at all times.
- Assist residents with move-in/move-out procedures, including the scheduling of elevator time
- Be aware of company goals for resident satisfaction and resident retention
- Participate in ongoing resident relations including telephone calls and resident functions
Qualifications:
- High school degree or GED required; Bachelor’s Degree or equivalent work experience preferred
- Minimum two years in a customer service-related role required
- One year in property management or hospitality field preferred
- Must be a proficient user of Microsoft Office (Word, Excel, Outlook) and Internet navigation
- Experience using Salesforce preferred
- Exceptional customer service and follow-through skills required
- Adaptable under pressure and stress of resident concerns and issues
- Outgoing personality – enjoys interaction with customers
- Self-motivated and able to work with limited supervision; excellent organization skills
- Ability to set priorities and handle multiple tasks. Previous experience maintaining organization and ability to prioritize in a busy environment is preferred.
- Strong oral and written communication skills; be comfortable interacting and engaging in conversation
- Maintains composure within an occasionally stressful environment
Benefits and Perks:
- Robust Benefits package including Medical, Vision & Dental Insurance, 401(K).
- 30% Rent Discount for full-time employees.
- Educational Reimbursement
- Opportunities for professional development and career growth.
Please be advised that ALL new hires will be required to successfully complete a criminal background investigation and a medical examination, which includes a drug screening, prior to employment. The receipt of satisfactory responses to reference requests, and the provision of satisfactory proof of an applicant's identity and legal authority to work in the United States are also required.
Salary : $19
