Resident Service Specialist (Residential)

US-CA-San Francisco
Job ID
2000
Function
Customer Experience
Paramount

Overview

Related Companies is the most prominent privately owned real estate firm in the United States. Formed over 40 years ago, Related is a fully integrated, highly diversified industry leader with experience in virtually every aspect of development, acquisitions, management, finance, marketing and sales.

 

Headquartered in New York City, Related has offices and major developments in Boston, Chicago, Los Angeles, San Francisco, South Florida, Washington, D.C., Abu Dhabi, London, and Shanghai and boasts a team of over 3,500 professionals. The Company’s portfolio of over $50 billion in real estate assets owned or under development is made up of best-in-class mixed-use, residential, retail, office and affordable properties in premier high-barrier-to-entry markets. Related has developed preeminent mixed-use projects such as Time Warner Center in New York and CityPlace in West Palm Beach and is currently developing the 28-acre Hudson Yards project on Manhattan’s West Side. Related also manages approximately $3 billion of equity capital on behalf of sovereign wealth funds, public pension plans, multi-managers, endowments, and family offices. Related was recently named to Fast Company Magazine’s list of the 50 Most Innovative Companies in the World.

 

Related also owns Equinox® Fitness Clubs and SoulCycle further expanding the company's capabilities into the health and fitness arena and enhancing the value of its properties through an exclusive, branded amenity and lifestyle offering. Related is a partner in CORE, a boutique residential brokerage. For more information about Related Companies please visit www.related.com.

Responsibilities

Construction Ambassador is responsible, under the direction of the District Manager, to deliver the Brand Promise, “Expect More At Home”  and for the administration of the site in compliance with all company policies and procedures and all applicable Equal Employment Opportunity, Fair Housing and Human Rights statutes. Construction Ambassador is directly responsible for the following

 

 

Resident Relations 

 

  • Makes introductory calls to all future residents prior to move-in and initiates face-to-face meeting with new residents within 48 hours after move-in to assure quality control and confirm satisfaction with service that was provided.
  • Delivers move-in welcome gifts prior to resident possession of apartment.
  • Provides comprehensive move-in orientations that includes the introduction to all Related Brand services, the apartment amenities, the building and the neighborhood.
  • Coordinates move-ins with the leasing staff to assure a coordinated and smooth transition.
  • With the help of the Resident Manager, facilitates the handling of problems that residents may experience with their apartments. Keeps the Leasing Manager and District Manager apprised of any situations. 
  • Assists in the development and implementation of resident relation activities and events to enhance the residents’ appreciation of the building as a home. 
  • Provides administrative support with the resident web site, extermination access and letters, monthly mailings and other special projects as assigned by supervisory staff.
  • Pulls and distributes resident user names and passwords for resident web site when requested by a resident.
  • Reads and answers resident emails generated through the resident web site.
  • Participates in monthly “triad luncheon” meeting with the Resident Manager and the Leasing Agent.
  • Facilitates lobby tabling events as needed.
  • Distributes, collects and responds to twice yearly resident survey and survey of every new move-in (30 days after move-in). Follow up with the resident and record discussion summary on the resident web site.
  • Informs the supervisor of any resident concerns or occurrences in the building that are not standard.
  • In partnership with the building team members, serves as a liaison to the residents to foster good landlord/resident relationships.
  • Following the TWISP guidelines, handles all resident complaints expeditiously, diplomatically and professionally. Follows up on all issues within four hours. 
  • Reviews service request records and communicates with the Resident Manager on the service request status in order to respond to resident inquiries.
  • Pro-actively follows-up with residents on all service requests to ensure resident satisfaction.
  • If applicable, interacts with the health club staff and services and acts as a liaison to members.
  • Schedules one evening per week to be available to meet and greet residents in the lobby area.
  • Assists the concierge staff, during breaks or heavy traffic intervals, to facilitate the workflow and to provide “face time” with the residents.
  • Upon move-out, notifies utility company to have electrical services placed in the name of the management company to effectively and timely turn unit for next occupancy.
  • Confirms vacant units upon receipt of Con Edison bills, codes and approves the bills, then forwards to the respective Accounts Payable representative.

 

 

General Office Administration

 

  • Maintains accurate, efficient files for all site administration, including: lease files, operational procedure files, work-order files, etc. - all according to the RMC and regional office directive. 
  • Opens all vendor correspondence and distributes to Resident Manager and Leasing staff as appropriate. Codes and approves all other invoices and forwards these to the Region 9 Accounting Group within a proper timeframe to ensure timely processing.
  • Prepares and processes appropriate written communications, i.e., memos, letters, insurance incident reports, etc.
  • Reviews the logbook at the front desk for any incidents, violations or other notations. Follows RMC and regional procedures to prepare incident reports and lease violations.  Creates and sends violation letters to residents.
  • Performs appropriate follow-ups for occupancy changes or unauthorized pets. Conducts regular reviews of the roster and guest list for changes in occupancy, key drop control, and move-in/out schedules. 
  • Collects and posts all resident rent payments (checks or money order only) on a timely basis. Accurate records of all deposits must be maintained with a copy of the deposit slip, a copy of the overnight air bill and the bank deposit summary sheet.
  • Contacts residents to provide notification of AMEX decline of rent payment and to re-establish AMEX payment authorization.
  • Communicates with Affordable Housing Group regarding the addition of household members to a designated affordable unit; maintains AHG informed of all upcoming vacancies for affordable units, e., notices to vacate, pending evictions, skips, etc.
  • Confirms timely completion of all affordable resident annual recertifications and renewals. Signatures must be obtained prior to the first day of the month in which the recertification is effective.
  • Completes Final Billing Checklist for all move-outs with information at RSS” disposal; forwards Final Billing Checklist to the Accounts Group representative for the respective site, who will finalize the checklist and complete the Final Billing.
  • Coordinates with the respective Accounts Group representative on status of all legal actions. Notifies the representative when all payments have been processed and when to authorize the commencement of legal action.
  • Updates the status of all legal actions through the resident activity tab.
  • Generates and distributes late notices on the sixth calendar day of the month. Prior to distribution, places a courtesy call to each delinquent resident allowing them a final opportunity to make payment.
  • Signs and adheres to RMC’s software licensing procedures. Properly secures all software discs and manuals for the site.
  • Maintains proper and required postings of Federal and State labor laws, and Fair Housing statutes.
  • Maintains accurate petty cash accounting system and keeps adequate funds on hand.
  • Tracks and pursues any unauthorized pets or violations with authorized pets; and all other lease violations and recommends legal action to the District Manager when necessary.
  • Updates the resident roster database and ensures that the concierge desk has a copy available. Forwards changes of occupancy for existing households to the Region 9 Accounting Group and Affordable Housing Group, as appropriate.
  • Maintains Fair Housing Binder for reasonable accommodations and coordinates the documentation of such requests ensuring resident forms are completed, third party verifications are obtained, possibilities are researched and resident is notified timely of decisions made. Ensures that no request is denied without the approval of the Senior Vice President and Fair Housing Officer.
  • Special projects as assigned.

 

Specific Site Administration

 

  • Prepares and tracks status of annual window guard notices.
  • Establishes American Express account services when requested by resident after move-in.
  • Maintains an appropriate supply of Resident Reference Guides and move-in gifts.
  • Maintains an appropriate supply of baby gifts for residents.
  • Maintains an up-to-date and accurate card key system and makes changes as needed.
  • Maintains tracking mechanisms developed for follow-up of service requests.
  • Sends renewals for memberships of health club and processes all new or renewed members timely. (For sites that do not have a third party health club manager)
  • Ensures lockout of non-renewing members.
  • Keeps the database up-to-date of all member’s fees and taxes to be submitted quarterly to the regional office. (For sites that do not have a third party health club manager) 
  • Maintains all rentable amenities utilizing the rentable items functionality in Real Page; periodic audits of bike and storage rooms to ensure rentable items are billed appropriately.
  • Maintains Business Center (if applicable to site) and Party Rooms; keeping calendar and reservations, notifying building staff, executing rental agreements, notifications regarding charges for damages to resident and Accounts Receivable group.
  • Forwards copies of agreements made with residents (bike room, storage room, party room, etc.) along with the corresponding checks for fees incurred to Accounts Group to ensure proper charges and receipt of funds.
  • Administers resident sign-up, tracking and maintenance of any other site-specific amenities.
  • Maintains records of all site-specific programs such as cycle painting in cooperation with the Superintendent where appropriate, utilizing the on-site computer program.
  • Maintains service request records and communicates with the Resident Manager on service request status in order to respond to resident inquiries regarding same.
  • Facilitates the roll-out of new services and initiatives in the building such as RDNS and Facilities.
  • Annual rent registration update including preparation of the building summary form and the individual apartment registration forms. Reviews and confirms accuracy of preparation prior to submission to DHCR.

Qualifications

KNOWLEDGE AND SKILLS:

 

  • Exceptional interpersonal and problem resolution skills
  • Strong administrative and organizational skills
  • Excellent written and verbal communication skills
  • Excellent telephone presentation skills
  • High energy level
  • Positive attitude
  • College degree preferred
  • Residential real estate experience helpful
  • Ability to prioritize and handle multiple tasks
  • Ability and commitment to learn new material quickly and upgrade skills
  • Must be able to work independently and as part of a team of professionals
  • Working knowledge of Microsoft Office
  • Must obtain Notary License

 

 

WORKING CONDITIONS:

 

  • Position is located onsite
  • Position is subject to mandatory overtime; must be flexible and willing to work all shifts/hours/days.
  • Establishes and maintains regular daily office hours, as directed by regional office.

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