Resident Services Coordinator

Full Time
Oakland, CA
Posted
Job description
Overview

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 with Willowick, you will support the community manager by handling and resolving customer complaints and inquires. You will follow up with residents to ensure the inquiry/complaint has been resolved. Responsibilities include, but are not limited to:
  • Coordinate receiving and delivery of all resident packages and other deliverables being sent to residents.
  • Create and implement solutions to package management issues.
  • 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.
  • Responsible for greeting prospects, guests and visitors as they arrive to our community. Act as doorman when needed.
  • 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.
  • Assist with planning, promote and attend 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.
  • Supports Willowick culture and encourages an empowering environment to achieve top prospect survey results and social media reviews.
  • Provide information regarding the community, as well as services offered.
  • Assists maintenance team with coordination of preventative maintenance schedules, planning and notifications.
  • May be asked to supervise certain contract obligations such as janitorial, window washing, elevator maintenance, security, valet, etc.
  • Carries out other duties as assigned by Community Manager.


Qualifications

Minimum Requirements include:

  • High School Diploma or equivalent from an accredited institution, some college preferred.
  • Two or more years' experience in receiving and resolving customer service concerns/disputes.
  • Ability to effectively communicate both written and verbal.
  • Experience customer service and resident engagement a must.
  • Ability to work independently without direct supervision.
  • Knowledge of operations software used at the property level; Outlook, Internet software, Office 365, including Excel and Word.
  • Current driver's license and auto insurance.
  • Able to work weekends and overtime as job requires.
  • Hospitality experience a plus.
  • Ability to carry and life packages 25 pounds.
  • Compensation: $45,200 - $56,500.

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 privately owned global real estate investment firm founded in 1957 with a presence in 285 cities in 28 countries. Hines oversees investment assets under management totaling approximately $90.3 billion¹. In addition, Hines provides third-party property-level services to 373 properties totaling 114.2 million square feet. Historically, Hines has developed, redeveloped or acquired approximately 1,530 properties, totaling over 511 million square feet. The firm currently has more than 198 developments underway around the world. With extensive experience in investments across the risk spectrum and all property types, and a foundational commitment to ESG, Hines is one of the largest and most-respected real estate organizations in the world. Visit www.hines.com for more information. ¹Includes both the global Hines organization as well as RIA AUM as of December 31, 2021.

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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