Job description
Overview:
Hines is a global real estate investment, development and property manager. The firm was founded by Gerald D. Hines in 1957 and now operates in 28 countries. We manage a $92.3B¹ portfolio of high-performing assets across residential, logistics, retail, office and mixed-use strategies. Our local teams serve 634 properties totaling over 225 million square feet globally. We are committed to a net zero carbon target by 2040 without buying offsets. To learn more about Hines, visit www.hines.com and follow @Hines on social media. ¹Includes both the global Hines organization as well as RIA AUM as of June 30, 2022.
Visit www.willowick.com or www.hines.com for more information.
We are an equal opportunity employer and support workforce diversity.
No calls or emails from third parties at this time please.
When you join Willowick, you will work alongside innovative leaders who set the standards responsible for our reputation as an industry leader today, and you’ll be a part of shaping our future in the years to come.
Responsibilities:
As a Resident Services Coordinator - Part Time with Hines, you will support the community manager by handling and resolving customer complaints and inquires. Responsibilities include, but are not limited to:
Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints- Responds within 24 hours to residents’ requests via telephone, email, or postal mail
- Follows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorily
- Prepares a weekly summary report detailing each resident contact and plan to increase resident satisfaction
- Responsible for greeting prospects, guests, and visitors as they arrive to our community
- Provide a personalized experience, with emphasis on care and convenience for our future and current residents
- Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
- Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled ends with gratification
- Act as the communication center providing residents community happenings daily, weekly, or monthly via the computer portal and postings
- Plan, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home
- Identify, communicate, and implement opportunities to improve resident experience and service
- Completes application approval checklist in concert with leasing team
- Tracks submitted applications for required approvals and documentation
- Supports Willowick culture and encourages an empowering environment to achieve top prospect survey results and social media reviews
- Handle overflow scheduled tours by phone and email in a digital consultation approach. Provide information regarding the community, as well as services offered
- Follows up on active prospects as required, including calls, emails; provides relevant information such as a quote
- Assists maintenance team with coordination of preventative maintenance schedules, planning and notifications
- Supervises certain contract obligations such as janitorial, window washing, elevator maintenance, security, valet, etc.
- Carries out other duties as assigned by Community Manager
Minimum Requirements include:
High School Diploma or GED from an accredited required; some college credits desired- Two or more years' experience in receiving and resolving customer service concerns/disputes
- Two or more years' relevant experience
- Experience with file audits, customer service, and resident engagement a must
- Must have excellent customer service experience with ability to pass fair housing exam
- Hospitality experience a plus
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Ability to effectively communicate both written and verbal
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Ability to work independently without direct supervision
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Must have knowledge of operations software used at the property level; Outlook, Internet software, Office 365, including Excel and Word
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Ability to meet the highest attendance and punctuality requirements
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Ability to visually inspect building, including the garage and roof areas
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Ability to climb up and down stairs for inspections and emergency procedure practice or implementation
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Ability to physically withstand long working hours
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Ability to detect emergency alarms - auditory and/or visual
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Current driver's license and auto insurance
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Able to work weekends and overtime as job requires
Willowick Residential, a Hines company, seeks to elevate the multifamily industry to levels that surpass the expectations of our partners and residents. Since 2011, Hines has expanded its multifamily division to include over 50 developments and more than 17,000 units in 29 cities across the United States.
Hines is a global real estate investment, development and property manager. The firm was founded by Gerald D. Hines in 1957 and now operates in 28 countries. We manage a $92.3B¹ portfolio of high-performing assets across residential, logistics, retail, office and mixed-use strategies. Our local teams serve 634 properties totaling over 225 million square feet globally. We are committed to a net zero carbon target by 2040 without buying offsets. To learn more about Hines, visit www.hines.com and follow @Hines on social media. ¹Includes both the global Hines organization as well as RIA AUM as of June 30, 2022.
Visit www.willowick.com or www.hines.com for more information.
We are an equal opportunity employer and support workforce diversity.
No calls or emails from third parties at this time please.
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