Resident Service Associate

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Job description

$1,000 Sign-On Bonus*

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Resident Service Associate

ABOUT YOUR CAREER PATH:

Fairfield Residential properties are known for our visible and available on-site staff that keep our residents loving where they live. A fantastic first step to joining the Property Management team is a position as our Resident Service Associate.

Our residents deserve the best, and your role as a customer service rockstar is to help make sure they experience incredible service from first touring the property, to signing their lease, to moving in and being welcomed to the community. Your positive, solution-focused energy and communication is the key to closing the sale.

Working closely with our Leasing Consultants and Property Manager, you will build connections with prospective tenants and help convert them into happy residents. Assisting with multiple phases of their journey, you will interact with them both virtually as well as in person, building a reputation as a go-to support team member and resident advocate.

There is great growth potential in this role for your career, with successful candidates moving on to become Leasing Consultants and other contributors on the Property Management team. This position reports to the onsite Property Manager.

THIS POSITION MAY BE RIGHT FOR YOU IF:

• YOU ARE A COMPASSIONATE PROBLEM SOLVER with an insatiable drive to help customers resolve issues.
• YOU ARE DEEPLY SATISFIED by the feeling of joy you get when helping someone find their new home.
• YOU ARE A CLOSER with superior sales and customer service skills.
• YOU ARE TECH SAVVY especially with the Microsoft Office suite and Yardi (or similar) software.
• YOU ARE A PROFESSIONAL and embody that in your appearance and demeanor.

WHAT YOU CAN EXPECT TO DO IN THIS ROLE:

LEASING SUPPORT

• Manage some aspects of the leasing process, including, but not limited to, qualifying prospects, leasing apartments, preparing lease paperwork and completing move-in paperwork.
• Conduct Skype tours by appointment as scheduled.
• Verify application information, including income, when needed.
• Forward applications to Property Manager for final approval.
• Ensure compliance of renter's insurance policy.
• Create Magisto videos by request.
• Prepare resident move-in packets upon approval of application.
• Review and explain information to residents (i.e., gate cards, gate codes, lease, community policies and move-in inventory).
• Send and collect move-in condition forms from residents.

CUSTOMER SERVICE

• Respond to phone and emails, creating and following up with maintenance requests, and handling and/or escalating resident complaints.
• Assist in rent collections for delinquent rent.
• Contact residents to solicit and close resident renewals to include necessary renewal paperwork.
• Conduct post move in welcome calls, mid lease calls and service follow up calls.
• Maintain courteous communications and follow-up correspondence with residents, applicants, prospects and representatives of other companies.

PROPERTY UPKEEP

• Check breezeways/hallways, laundry rooms, mailbox areas, common areas, and trash areas to ensure cleanliness and conformity to Fairfield property condition standards.
• Report property deficiencies to Property Manager or Service Manager.
• Complete daily opening and closing of models, vacant show units and other amenities.
• Inspect apartments prior to move-in, ensuring that they are in move-in condition.
• Coordinate with the maintenance team to touch up or prepare units.

MARKETING

• Complete all marketing/advertising activities at the direction of the property manager.
• Complete weekly LRO market survey and monthly Yardi market survey.
• Assists with resident retention through renewal program and community events.

COMPLIANCE

• Participate in company required training by established deadline.
• Comply with all Fairfield standards, applicable health and safety rules and regulation, as well as applicable local, state and federal laws.

WHAT YOU'LL NEED ON DAY ONE:

• As this is a customer-service focused role, you will need a minimum of one year experience in a customer service, sales or retail position. As is the nature in any property management career path, having the ability to manage challenging customers and/or situations is a must. Your conflict resolution and problem-solving skills are essential.
• We are a tech-forward company, so you must display a comfort and quick learning curve with computers, software (especially MS Office Suite), and teleconferencing tools.
• You will also need to have a flexible schedule that includes regular availability on weekends, evenings and holidays.

BIG PLUSES:

• Previous leasing experience.
• Experience using Yardi or other related property management accounting software.
• Intermediate knowledge of Microsoft Outlook, Word and Excel.
• Strong typing skills.
• Understanding of applicable federal, state and local fair housing laws.

*The sign on bonus, less usual deductions, will be paid following the completion of 90 days of employment.