Virtual Resident Services Manager - The Residences at Bella Terra Apartments

UDR, Inc. and its affiliated companies are adding a Virtual Resident Services Manager to our team. This position offices out of The Residences at Bella Terra located in Huntington Beach and provides customer service & support via email and text communications to our residents residing at our apartment communities in S. CA. The position's schedule is Tuesday - Saturday, 8:30a - 5:30p.

Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a "Care Hero" and it's your job to save the customer's day?

As a Virtual Resident Services Manager, each day you to build a sense of community and strive to achieve the community's resident retention and customer service goals.

GENERAL SUMMARY OF DUTIES: Serve as frontline, "first responder" to resident requests on behalf of onsite community team. Responsible for the coordination and execution of all administrative and customer service community tasks (managed in a non-customer facing setting), via electronic means such as through phone, text, email and UDR's customer relationship management system (CRM).

The Virtual Resident Services Manager will be accountable for an assigned portfolio to provide superior customer service, and to create positive relationships with community residents and onsite associates. The specific intent is to "virtually" manage the resident relations aspect of the business to ensure communities perform at the highest levels to achieve and/or exceed expectations.

ESSENTIAL FUNCTIONS: Incumbent in position may or may not administer all primary work tasks listed below. Operational factors within the assigned portfolio will play a critical role in the primary work assignments.

Customer Service

Provide the best standard of quality and service through resident relations:

1. Answer resident and guest questions virtually, professionally, and timely via phone, text, email, and the customer relationship management system (CRM) for multiple sites. Implement strategies to improve quality of customer service.
2. Oversee and ensure any resident escalations are resolved and/or escalated to the appropriate department to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
3. Maintain acceptable NPS and customer experience scores and help facilitate the reputation management process.
4. Communicate with site teams as well as centralized teams to ensure prompt assistance to residents, prospects, and applicants.
5. May proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
6. Assist as needed with the move-in and move-out process, transfers, roommate changes, lease renewals, resident referrals, and amenity reservations.

Administrative

Manage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations:

1. Utilize the customer relationship management system (CRM) to effectively manage resident relations, and resident communications by creating and working/assigning cases to appropriate departments.
2. Manage social media accounts as requested. Identify customer service trends and escalate, as necessary.
3. Prepare, communicate, and send resident and community letters and notifications.
4. Issue digital parking permits and assignment(s) electronically to residents.
5. Administer SmartRent, a digital key system. Issue digital keys, electronically to resident, provide access as needed to vendors, prospective residents on community tour, and/or to residents of the community including those that move out.
6. Review and modify rentable item(s) on resident account, which will require addendum to be prepared and signed.
7. Review, monitor, administrate, and sign leases as required or needed.
8. Enforce all community policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures.
9. May help coordinate and communicate community events.
10. Administer Parcel Pending/Luxor, a digital locker system for packages received. Issue digital code to the resident for parcel/package pick up.
11. Field resident questions, concerns, and complaints professionally and forward to appropriate authority.
12. Assist as needed with the SmartRent dashboard: battery alerts, move in/out exceptions, work orders, temp alerts, etc.
13. Engage directly with centralized teams by monitoring inbound requests and acting as a liaison between onsite teams and centralized support.
14. Attend district and/or area leadership meetings.
15. Comply with all Company policies and procedures related to employment.
16. Commit to Living the UDR Values each day in every action when executing the essential functions of the job.
17. Perform other duties as assigned or needed.

Experience, Knowledge and Skills:

• Minimum two years' property management experience in onsite office operations, leasing, administration, and customer service
• Minimum two years' experience in a customer service support role
• Telephone, email, text customer support experience
• Minimum of two years' office administration experience
• Strong attention to detail, with professional writing presentation, especially the rules of syntax, punctuation, and grammar.

Education:

• Bachelor's Degree in Business, related field, or its equivalent, preferred.

Exceptional Benefits:

We offer a comprehensive benefit package, apartment rental discount, company matched 401(k), vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays, discounts to live in our best-in-class communities, tuition reimbursement, company sponsored events, community service days, and our annual President's Club held in Las Vegas, honoring our associates for their exceptional customer service and operational excellence.

Additional Benefits Offered:
* Medical, Dental, Vision Plans
* Lifestyle Flexible Spending Account
* Medical Flexible Spending Account
* Dependent Care Spending Account
* Supplemental Term Life Insurance
* Voluntary Cancer Insurance
* Supplemental Short-Term Disability Insurance / AD&D Insurance
* Voluntary Long Term Care Insurance
* 401(k) Plan with company match
* Rent Discount

Hourly Range:

$25.00/hr. - $27.00/hr., depends on experience

About UDR, Inc.

UDR, Inc., an S&P500 company, is one of the nation's largest owners and managers of residential apartment communities. Become a part of a company that is the industry leader of transformational change and operational innovation!

UDR Inc. is an Equal Employment Opportunity Employer:

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.