We are an Off-Campus Housing Complex in the Morgantown area who is seeking a highly motivated individual with excellent customer service and management skills. This position starts as a sub-contracted position with the opportunity for full employment when proficiency has been displayed in the following areas:
o Customer (Resident) Service
Resident satisfaction follow-up related to maintenance requests and other inquiries
Lease Enforcement (unauthorized occupants & pet, noise, other violations)
Escalation of personnel and customer service matters to Ownership or Regional Management
Collections calls/emails and Associated Legal Action
Responds to Billing questions
Communicates credits/adjustments to accounting
o Resident Retention Event Set-Up and Staffing
As directed by Leasing who conducts these events.
o Office Management - Procurement of Supplies & RS Forms
o Move in/outs process
Ensures clarity of move-in and move out report assists our Maintenance Dept. with scheduling.
Enters or delegates the entry of damage charges and communicates relief credit being applied.
Manages document flow for daily work orders as associated with make/ready work.
Maintains tenant profile documentation of damage w/ time/date stamp.
o Resident Surveys
Provides, collects and reviews resident surveys regarding: completion of maintenance work orders, resident services & lease signings / move-ins.
o Communication of Expectations to Transportation Representatives
Communicates transportation suggestions/complaints to Regional Management and conducts follow-ups with resident accordingly.
Attends and participates in corrective action meetings with drivers.
o Liaison to Communicate Maintenance Ongoing/Unresolved Issues
Communicates issues or incomplete/unsatisfactory work to Maintenance Supervisor. Then communicates the outcome, time to expect follow-up visit from maintenance or sets a usage visit from Maintenance Supervisor who will meet w/ tenant.
o Leasing (Does not directly oversee our Leasing Dept., but works in conjunction with)
Refers lease related questions about pricing, availability, incentives and term (dates).
Requests clarification on conflicting lease information or move-in/move-out dates.
Is encouraged to make Regional aware of issues with personnel or hours of availability (inadequate coverage).
Prepares call lists for and communicates strategy updates to Leasing for escalated collections calls.
Escalates unresolved leasing questions / issues to Regional Management.
Please email resumes and cover letters only. No phone calls please.