The Tower Companies · 2 weeks ago
Residential Service Associate
Silver Spring, MD
Full-time
Onsite
Entry Level
2+ years expThe Tower Companies is a family-owned business committed to responsible development and sustainability. They are seeking a dynamic individual to serve as the Resident Service Associate at The Pearl, focusing on providing exceptional customer service and building a community among residents.
CommercialReal EstateResidential
Hiring Manager
Heather Ochoa
Responsibilities
Know the residents and building and exceed resident expectations by anticipating their needs
Monitor resident (and building) service requests to ensure timely completion and do daily follow up calls upon completion to ensure resident satisfaction; identify and report emerging trends
Monitor common areas inside and outside the building by checking for cleanliness and functionality of all equipment (e.g., coffee machine, electronics, fitness equipment); monitor trash & compactor, garages, parking lot, and recycling programs as needed; Submit and track service requests, as needed
Manage resident communications such as preparing community messages, warning and lease violation letters and announcing these messages as well as service interruptions and scheduled maintenance
Collaborate in execution of monthly resident lifestyle events and District-wide events (evening hours required)
Administer resident and visitor parking, fob activations/reservations, amenity reservations (schedule, charges, pre- and post-inspections), and schedule elevator reservations
Receive and process fair housing and accommodation requests and transfer requests; submit for approval and follow through to completion & resident satisfaction
Resolve resident issues and concerns professionally and promptly. Own issues as they arise and ensure follow up for all matters
Ensure follow up needed to ensure residents are adhering to lease agreement, policies and procedures
Respond to on-site emergencies, as needed, within a reasonably short response time
Support the financial performance of the property in accordance with the established budget. Maximize additional income by selling services and accurately charging fees (e.g., amenities, hospitality suites, parking, pets, and printers)
Support, cultivate and maintain a strong high level professional relationship with the Concierges, Sales, Finance and Maintenance Teams – keep concierges well informed, monitor incident reports and follow-up as needed; Monitor vendors’ actions on site and coordinate escorts for occupied apartments
Create an operating environment that assures consistent resident engagement, yields outstanding customer satisfaction ratings and community reviews
Document your calls, emails, tours, follow up and anything else in Yardi and CRM to account for your work each day
Take the initiative and make plans to attend outreach events such as community events and career fairs to interact with people about our incredible offerings
Walk available or targeted apartments to ensure they are rent-ready
Support future residents before and during the move- in process – do a final walk-through of the apartment, schedule elevator reservations, contact resident within 72 hours of move, complete and collect move-in inspection checklists, and coordinate with maintenance as necessary. Be ready on move-in day (keys, checklist, a welcoming smile)
Other duties and responsibilities as assigned by the Property Manager. Perform work outside this position as assigned by the Property Manager to facilitate the efficient operation of The Blairs, not to exceed fifty percent of working time
Qualification
Required
A minimum of 2 or 3 years of full time successful work experience in a customer service role
A commitment to excellence and an elevated service experience as demonstrated through positive words and actions
Strong command of the English language; verbal and in writing
Determined, persistent and consistent follow up actions until issues are resolved
Ability to diffuse difficulty situations by employing customer service strategies and maintaining a positive attitude of service
Outstanding work ethic; reliable, on time, trusted to work independently
Maturity and grace in all situations; discernment to know when to escalate an issue to management
Coachable and teachable with a strong desire to learn and stay current in techniques and industry trends
Team oriented; thoughtful, respectful and considerate of others. Never putting self ahead of the team
Social media and computer savvy; able to pick up on software programs easily
Microsoft Office Suite skills and experience required
Strong organizational skills and natural detail orientation; maintaining consistent documentation of work utilizing systems provided
Capable of effectively managing multiple initiatives simultaneously
Required to work at least one weekend a month in rotation, or as needed and assigned
Candidates under consideration for hire must submit to and pass a background check and drug screening according to Tower's hiring standards and be willing to work in-office
Preferred
College Degree preferred
Multifamily residential experience highly preferred
Benefits
Medical, dental and vision coverage
401(k) plan
Company
The Tower Companies
The Tower Companies is a buildings inspire and enrich the lives of their occupants and create positive social change.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Nora Abramson
Chief Strategy Officer (CSO)
Company data provided by crunchbase