Job Description
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We have an exciting opportunity for a Resident Services Associate - Bilingual role in a Chicago-based Real Estate agency. The organization is dedicated to achieving its vision of fostering extraordinary communities and enabling better lives through better homes by developing, managing, and renting out exceptional apartments. The associate will be responsible for providing best-in-class customer service to residents in a cheerful and professional manner in order to maximize resident satisfaction.
Job Requirements:
- Excellent customer service and follow-up abilities.
- Experience in leasing or customer service is preferred.
- Experience managing multi-family properties is a plus.
- Friendly personality who enjoys interacting with residents.
- Strong computer skills, including proficiency in Microsoft Office. Salesforce experience is preferred.
- Effective prioritization and monitoring of multiple simultaneous projects skills.
- Ability to maintain composure in a sometimes stressful environment.
- Excellent organizational skills.
- Ability to prioritize, pay attention to details, multitask, and meet deadlines.
- Ability to interact professionally and pleasant with management, peers, residents, visitors, and prospects.
- Strong oral and written communication skills.
- Capable of walking and standing for more than two hours per day.
- Preference for a Leasing License (Exam will be offered if not obtained beforehand; it must be taken within 120 days of the start date and passed in 4 tries).
Responsibilities
Job Responsibilities:
- Follow up on and address customer service issues posted in WeChat groups.
- Maximizes resident satisfaction by consistently exceeding industry standards in providing prompt and courteous service by phone, email, chat, WeChat, and in person.
- Resolution of disputes. Investigate and resolve complaints from residents.
- Communication throughout the building, including announcements, alerts, and emergency work progress.
- Serve notices to residents who fail to conform to lease terms.
- Supervise the move-in process, which includes checking the apartment, making sure the keys work, setting up move-in times, giving new residents orientation, accepting rent payments, giving out keys, and extending a warm welcome.
- Biweekly inspections of real estate.
- Keys and fobs can be managed and programmed.
- Investigate previous work orders and communications to respond to negative reviews.
- Ensure that all move-out procedures are followed, including communicating with maintenance about pre-move-out inspections, gathering keys, and the move-out in the system.
- Maintain ongoing resident relations, which includes collaborating with maintenance to identify emerging building improvements, negative trends in resident survey scores related to maintenance work orders and move-ins, and addressing any outstanding resident concerns.
- Monitors the status of work orders and service requests, as well as resident satisfaction, to make sure that residents' needs have been satisfactorily met.
- Proactively collaborate with residents on work orders.
- Process requests for sublets, storage, and pet leases, early lease terminations, and changes in roommates.
- Create and distribute all correspondence and communication for residents. Sort and file all relevant reports, leases, and paperwork.
- Creates a Salesforce account and logs all traffic, phone calls, lease cancellations, work orders, etc. activity.
- Show initiative, self-awareness, professionalism, integrity, and discretion in all aspects of your work.
- Maintain a professional demeanor and image.
- Answer incoming phone calls with a company-issued headset while adhering to phone greeting standards, and handle calls accordingly.
- Understanding, applying, and adhering to all company policies and procedures, as well as all applicable federal, state, and local laws.
- As needed, performs other related duties and assignments.
Referrals
If you know anyone who may be suitable for the above role, feel free to get in contact with the Mandarin Recruitment team. We will ensure a healthy referral bonus.
About Us
Mandarin Recruitment is a service that helps Global businesses & organisations find and source high-quality Mandarin-speaking professionals. We have unparalleled and exclusive channels to the Chinese speaking market, allowing us to be the leading organisation for specialist Mandarin recruitment.
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