The Resident Experience Coordinator (REC) is a member of the Property Management department and provides direct support for residents and the market office. The REC is involved in handling resident inquiries, ensuring residents have a smooth transition into a Progress home, and providing outstanding customer service to residents. From move-in through the entire resident journey, the REC is committed to providing the best possible resident experience.
Essential Functions:
Represents the company with professionalism, serving as the primary point of contact in the physical field office.
Oversees case queue assignments, ensuring all resident inquiries and concerns are assigned, tracked, and resolved in a timely manner.
Handles resident phone calls and emails, providing accurate information or directing them to the appropriate department for further assistance.
Addresses and resolves minor resident concerns or disputes.
Confirms lease has been signed and all move-in funds have been collected prior to the move-in date.
Confirms new resident orientation appointments and ensures home is ready for move-in, including tracking any vacant work orders.
Performs new resident orientation call for assigned move-ins.
Orients new resident to their home and provides key information such as rental payment options, service request submissions, and contact information.
Sets expectation with new residents on their responsibilities as a Progress Residential resident, as well as the Company’s responsibility to them.
Completes the New Move-in Checklist and all corresponding duties.
Reviews the move-in inspection with the resident, including sending to the resident and following up on the resident attestation.
Completes move-in follow-up calls.
Manages office supply inventory and acts as the point of contact for any office maintenance issues.
Assists residents with in-person payments at physical office location.
Posts various notices at homes, as needed.
Conducts occupancy and utility checks, as needed.
Carry out other duties as assigned that are in the best interests of the customers and the company.
Qualifications:
High School Diploma or GED required
Minimum of year experience in either the single family or multi-family rental industry
Additional customer service experience a plus
Previous use of Salesforce and Yardi Voyager a plus
Must have a valid Driver’s License
Excellent oral and written communication skills
Computer literacy, competency in MS Office suite, and ability to comfortably navigate new technology a must
Strong organizational skills with the ability to manage multiple tasks, prioritize effectively, and follow-up with residents to ensure customer needs are met
Detail-oriented and able to manage multiple projects all at once
What you can expect from us:
Progress Residential offers all the financial and non-financial incentives you would expect from an innovative real estate investment and management firm:
In addition to outstanding training, we host quarterly summits and town hall meetings to encourage growth, knowledge sharing and a good time. After all, it’s about progress, not perfection.
We offer competitive compensation, including a performance-based bonus.
Our generous benefits package includes comprehensive healthcare coverage for you and your family, parental leave, paid time off, k match, paid holidays and much more.
Resident Experience Coordinator • Indianapolis, Indiana, US
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