Resident Coordinator

Morgan Properties Job Description
Job Title: Resident Services Coordinator (500 units)
FLSA Status: Non-Exempt
Reports To: Property Manager
Prepared Date: June 2004
Prepared By: Human Resource
Updated: March 2006
Department: Property Office

Summary:
Responsible to assist in the general operation of the property and all related administrative work involved in the coordinating of resident services. Must have a working knowledge of all leasing and management policies, accounting, maintenance and resident retention policies and programs.
Essential Duties and Responsibilities include the following. Other duties may be assigned:

• Responsible for resident files which include but not limited to: renewals and resident retention programs, resident follow up including letters, requests, concerns, lease changes.
• Performs all activities related to in-house transfers, adding and removing roommates and lease renewals.
• Plan and organize resident events.
• Complete weekly property inspections with specific focus on resident balconies/patios and amenities.
• Respond to Resident Feedbacks within 24 hours through the Resident Feedback system in mprop.net.
• Back up to and assist the Property Manager and Assistant Property Manager on the flow of all paperwork and verifications.
• Assist in Marketing.
• Inspect apartments as needed.
• Assist with filing and maintain the filing system.
• Provide direct input in setting the agenda for weekly and monthly staff meetings.
• Record all resident correspondences in Yardi.
• Prepare renewal letters for delivery to residents. Maintain records.
• Assist the Property Manager and Assistant Property Manager with any requested work to be done on the property.
• Be flexible with hours and days worked.
• Be flexible to help or transfer to another property if necessary.

Supervisory Responsibilities:
This position does not have any supervisory responsibilities.

Competencies:
To perform the job successfully, an individual should demonstrate the following competencies:

• Analytical - Collects and researches data.
• Design - Generates creative solutions; Demonstrates attention to detail.
• Problem Solving - Identifies and resolves problems in a timely manner; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.
• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Able to read and interpret written information.
• Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives.
• Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Rallies others to fulfill the Vision and Mission of Morgan Properties.
• Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others.
• Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.
• Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.
• Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
• Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment; Builds a diverse workforce as per employee handbook page 6-8.
• Ethics - Treats people with respect; Works with integrity and ethically; Upholds organizational values.
• Organizational Support - Follows policies and procedures set out in the SSOP manual. Completes administrative tasks correctly and on time; Supports organization's goals and values.
• Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles.
• Planning/Organizing - Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks.
• Quality - Looks for ways to improve and promote quality; Applies feedback to improve performance. Monitors own work to ensure quality.
• Quantity - Meets productivity standards.
• Safety and Security - Observes safety and security procedures both for residents and employees; Determines appropriate action beyond guidelines; Reports potentially unsafe conditions; Uses equipment and materials properly as set out in the Employee handbook page 30-31.
• Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
• Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments.
• Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:
Bachelor's degree (B. A.) from four-year College or university; or three to five years related experience and/or training; or equivalent combination of education and experience. Sales and/or Customer Service training required.

Language Skills:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports, correspondence and speak effectively before groups of customers or employees of organization.

Mathematical Skills:
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages.

Reasoning Ability:
Ability to solve practical problems by considering courses of action within the framework of existing policies, principles and standards. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form and deal with issues or problems by identifying relevant information and develop solutions through analysis and planning.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Spreadsheet software and Word Processing software and Property Management Software.

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to reach with hands and arms. The employee is usually required to stand; usually walk; sit; use hands and fingers to handle, or feel and usually talk or hear. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision and distance vision.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.

Employee Acknowledgement:
I, _____________ do hereby understand my responsibilities as set forth in the above mentioned job description for ________________ and do hereby agree to perform these duties to the best of my ability.
I further understand that my responsibilities in this position are subject to change at any given time during my employment with Morgan Properties, and I am willing to accept any new responsibilities given to me at that time.
I also understand that my failure to comply with or perform any of the above mentioned items on the job description could result in immediate dismissal from this position and could be grounds for termination from the Company.
Agrees and accepts this _____ day of ______________.
Employee Name _______________________________
Employee Signature _______________________________
Morgan Properties Representative Date