Resident Services Coordinator

Summary:

Provide our residents with excellent customer service by disseminating pertinent information and establishing themselves as the liaison between management office and residents.

Relationships:

1. Reports directly to the Administration Manager.

2. Customers: Residents of Heather Gardens and Employees

Primary Duties and Responsibilities:

1. Provide the residents with information and advice, which requires considerable knowledge of company policies, procedures, and applicable rules, such as covenants and other areas where the public is generally uninformed and where time is of the essence. If research is required, the resident should NOT be handed off to another staff. The Resident Service Coordinator is responsible for getting back to the resident.

2. Coordinate any work that needs to be performed at the resident’s property. Input work order information and communicate with the appropriate maintenance staff to perform the job.

3. Manage the receptionist to ensure everyone calling our office receives the highest level of customer service. Ensure that phone calls are routed to the right place (no blind transfers). Return/respond to any resident inquiries within 24 hours.

4. Cross trains in the basic duties of the Receptionist and backs up the Receptionist.

5. Responsible for the accuracy of our residential database (correct name, address, phone, ss#, etc.) Research the county records and/or call the resident directly to ensure that we have the most up to date information.

6. Handle all Architectural Control applications. Must have detail knowledge of our covenants concerning architectural controls. Attend monthly Architectural Control Committee and Safety meetings. Provide monthly reports on the status of ACC applications.

7. Coordinate any routine property and liability claims to the insurance carrier and follow up on those claims until the claim is closed out.

8. Maintain all the resident files in a neat orderly manner.

9. Print the annual 1099-INT and Year End Statements and disburse to all residents. Ensure all necessary supplies are ordered and we have the proper staffing to stuff and mail out. Field any follow up inquiries from residents.

10. Designated as the first contact for Area Representatives. Work with AR to ensure the TES system is up to date, directory is accurate and communicate any building repairs to maintenance staff. Attend ARO meetings as needed.

11. Keeps General Coordinator and Controller advised of operational problems and effectively comes up with a solution.

12. Handles rental of RV Lot spaces. Ensure all lease contracts are current, billing is accurate, coordinate any move in/move out with the waiting list, and the lot is fully occupied if we have a waiting list.

13. Administer and coordinate the new resident orientation. Keep the binder information up to date and assemble the binders for the meeting. Send out notices to new residents informing them of the next orientation. Back up to Clubhouse Activities Coordinator if he/she is out during the orientation.

14. Write regular articles in Heather ‘n Yon to communicate important information to our residents.

15. Attend the annual Board Walk-Around.

16. Performs other duties as assigned. Miscellaneous tasks include (but not limited to): notary service, signing out building keys, writing thank you notes, clean kitchen, order flowers, and set up room for meetings.

Knowledge, Skills, and Abilities:

1. Proficiency in Microsoft Office: Word, Excel, Outlook, and Power Point.

2. Excellent communications skills, including both verbal and written. Must write clearly and concisely; use good grammar, punctuation, and spelling.

3. Must be comfortable using computer every day.

4. Critical thinking and problem-solving skills.

5. Highly organized with attention to detail.

Education/Experience:

1. High school diploma or equivalent.

2. College degree in Marketing, Business, and/or Communications.

3. 3-5 years’ experience in customer service and some Coordinator experience.

Minimum Qualifications:

1. Must have a valid Colorado driver's license.

2. Must have valid automobile insurance.

3. Must have good driving record.

Physical Requirements:

1. Must be able to lift a minimum of 45 lbs.

2. Must be able to operate a motor vehicle.

3. Must have normal sight and hearing. Corrective lenses and hearing aids are acceptable.