Resident Services Coordinator - Multifamily

When you join Hines you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence earning us a spot on Fast Companys esteemed annual list of the Worlds Most Innovative Companies as well as recognition as one of U.S. News & World Reports Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

As a Resident Services Coordinator Multifamily with Hines you will play an integral role in demonstrating a 5star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt response and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of indepth familiarity of the local businesses will be vital to your success. Reporting to the Property Manager while working closely with the onsite Marketing Manager and the Hines Community Manager the Resident Services Coordinator Multifamily is insightful helpful and understands the value of good service. Responsibilities include but are not limited to:

• 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 24hours to ensure the inquiry/complaint has been resolved satisfactorily
• Prepares a weekly summary report detailing each resident contact and plan to increase resident satisfaction
• Responsible for greeting prospects guests and visitors as they arrive to our community
• 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
• Plan promote and deliver resident events and activities ensuring residents find value outside the walls of their apartment home
• Develop communications (flyers etc) for marketing purposes of events resident communication and the property
• Identify communicate and implement opportunities to improve resident experience and service
• Completes application approval checklist and move in orientations in concert with leasing team
• Supports leasing team as backup as needed with new leases and renewals
• Tracks submitted applications for required approvals and documentation
• Supports Hines culture and encourages an empowering environment to achieve top prospect survey results and social media reviews
• Handle overflow scheduled tours by phone and email in a digital consultation approach. Provide information regarding the community as well as services offered
• Follows up on active prospects as required including calls emails; provides relevant information such as a quote
• Assists maintenance team with coordination of preventative maintenance schedules planning and notifications
• Supervises certain contract obligations such as concierge services janitorial window washing elevator maintenance security valet etc.
• Carries out other duties as assigned by Community Manager

Minimum Requirements include:

• High School Diploma or GED from an accredited required
• Some college credits desired
• Two or more years relevant experience
• Two or more years experience in receiving and resolving customer service concerns/disputes
• Must have excellent customer service experience with ability to pass fair housing exam
• Hospitality experience a plus

• Ability to effectively communicate both written and verbal

• Ability to work independently without direct supervision

• Must have knowledge of operations software used at the property level; Outlook Internet software Office 365 including Excel and Word

• Ability to meet the highest attendance and punctuality requirements

• Ability to visually inspect building including the garage and roof areas

• Ability to climb up and down stairs for inspections and emergency procedure practice or implementation

• Ability to physically withstand long working hours

• Ability to detect emergency alarms auditory and/or visual

• Ability to use olfactory auditory and visual senses

• Able to work weekends and overtime as job requires

• Compensation: $23/hr $26/hr

At Hines we strive for excellence as a leading global real estate investment manager driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion of assets across such property types as living office retail mixeduse logistics and life science projects all designed to enhance value connection and inspiration. Our strategic approach integrates local expertise with global knowledge taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices we recognize that the true driving force behind Hines success is our 5000 dedicated employees in 30 countries who draw on our 65year history to build the world forward. This is why we prioritize investing in our people offering comprehensive training competitive compensation robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team we cultivate an inclusive environment where everyone including our clients can thrive.

Hines is proud to be named to Fast Companys prestigious annual list of the Worlds Most Innovative Companies for 2024. Includes both the global Hines organization and RIA AUM as of December 31 2023.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.