Summary
Create the greatest possible living experience by serving as the first point of contact for all resident interactions onsite. Demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.
Essential Duties and Responsibilities include the following but are not limited to:
- Act as first level of contact for all prospect, resident, and vendor inquiries, service requests, and concerns.
- Create a sense of community and an outstanding living experience for residents.
- Promote positive, proactive resident relations.
- Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration.
- Efficiently handle resident requests and complaints.
- In order to maintain the highest level of service, Community Care Specialist must maintain survey results exceeding the Reputation.com national average and be sure to respond to all survey inquiries within one business day.
- Contribute to new and existing resident retention efforts through service delivery and participation in resident events and resident outreach as needed.
- Assist with all inquiries including applications, move-in process, resident requests, follow-up, administration, renewal process, and move-out process.
- Assist the leasing team with leasing tours and answering sales calls
- Demonstrate service excellence through the demonstration of our employee promise company values, policies, and initiatives.
- Plan and host community events
- Utilize social media outlets (YELP, Google, Facebook etc.) to engage residents as assigned.
- Contribute to the resident renewal process by acting in a sales capacity to present renewal options to residents.
- Contribute to the cleanliness and curb appeal maintenance of the property by inspecting the property common area and resident amenities daily and reporting to the maintenance team any areas that need to be cleaned.
- Conduct patio and balcony compliance inspections to ensure they meet community
- Prepare notices for residents in accordance with lease and Fair Housing requirements as instructed by the General Manager.
- Generate maintenance work orders and follow up with the maintenance team for status and completion.
- Effectively communicate with residents on the status of maintenance work orders placed.
- Log all resident activity in property management software.
- Maintain thorough knowledge of specifications and community policies.
- Participate in rent delinquency prevention efforts by reaching out to late residents and ensuring they post payment to their account as soon as possible.
- Other duties as assigned
Competencies
- Ability to provide professional customer service to all levels of contacts in a professional manner, i.e., by phone, email, and text message communication.
- Ability to determine the needs of prospects or resident clients through effective listening and inquiry skills.
- Ability to multi-task and shift priorities quickly in a fast-paced customer service focused environment.
- Tenacious, results oriented solution provider.
- Strong organization and follow-up skills with a high level of commitment to detail.
- Ability to work in a team atmosphere and work independently.
- Proven background in producing accurate and timely work.
Skills and Experience
- 1-3 years’ experience in a customer support role and successful relationships.
- Educational diploma or degree preferred.
- Familiarity with customer service principles and practices.
- Experience with Yardi and Rent Café CRM systems, a plus.
- Highly proficient technical skills, specifically MS Office. Data base experience helpful.
- Strong administrative skills.
- Speak English fluently; an additional language is a bonus but not essential (Spanish).
Physical Requirements and Working Conditions
- Works in an office environment.
- Frequently sits, stands, and walks.
- Frequently speaks, reads, writes, and uses a computer keyboard and telephone.
- Occasionally bends, stoops, kneels, and reaches.
- Occasional lifting, carrying, pushing, and pulling of materials and objects up to 50 pounds or heavier, with assistance and/or the use of proper equipment.
Requirements
- Driving is required.
- Must have reliable transportation, a valid driver’s license, a clean driving record, and evidence of auto insurance.
- Scheduling flexibility is required as shifts may require varied and/or weekend hours.
Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
EQUAL OPPORTUNITY EMPLOYER
Westhome is an equal opportunity employer to all, regardless of age, ancestry, color, disability, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.
Job Type: Full-time
Pay: $20.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Paid sick time
- Paid time off
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Weekends as needed
Ability to Commute:
- Los Angeles, CA (Required)
Ability to Relocate:
- Los Angeles, CA: Relocate before starting work (Required)
Work Location: In person