Resident Services Coordinator - Wolf Point West

Overview

We’re creating places people are proud to call home and supporting teams who take pride in delivering hospitality-focused experiences every day all while building lasting, meaningful careers along the way. Backed by Hines, a global real estate investment, development, and property management firm, Hines Living is one of the firm’s highest-conviction growth priorities, expanding rapidly across North America. Come grow with us!

Responsibilities

We’re creating places people are proud to call home and supporting teams who take pride in delivering hospitality-focused experiences every day all while building lasting, meaningful careers along the way. Backed by Hines, a global real estate investment, development, and property management firm, Hines Living is one of the firm’s highest-conviction growth priorities, expanding rapidly across North America. Come grow with us!

As a Resident Services Coordinator - Multifamily with Hines, you will play an integral role in demonstrating a 5-star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt responses and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of in-depth familiarity of the local businesses will be vital to your success. Reporting to the Community Manager, the Resident Services Coordinator 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 24-hours 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 postingsPlan, promote and deliver resident events and activities ensuring resident’s find value outside the walls of their apartment home
• Identify, communicate, and implement opportunities to improve resident experience and service
• Completes application approval checklist in concert with leasing team
• 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 janitorial, window washing, elevator maintenance, security, valet, etc. 
• Carries out other duties as assigned by Community Manager

Qualifications

Minimum Requirements include:

• High school diploma or GED from an accredited institution required
• Some college credits desired
• Must currently hold or obtain a real estate leasing agent license for the state of Illinois within 120 days.
• 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 
• This position is fully on-site and requires working from the assigned property five days per week.
• 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
• Transfer properties and work overtime when needed as business deems appropriate 
• Ability to work a flexible schedule, that may include overtime, weekends and holidays, in response to business needs
• Compensation: $23/hr - $26/hr

Closing

At Hines, we believe the built world is ultimately about people. As one of the world’s largest privately held real assets firms, we bring nearly seven decades of investment, development, and management experience to work that shapes cities and communities around the world.

Our people make that possible. Across 29 countries, more than 4,600 colleagues bring different perspectives and expertise to Hines, with opportunities to take on meaningful responsibility, learn from leaders across the business, and build a career with room to evolve. We support that journey through professional development, competitive rewards, comprehensive benefits, and a culture grounded in trust and high standards.

Hines is proud to be named to Fast Company’s annual list of the World’s Most Innovative Companies for 2024.

We are an equal opportunity employer and support workforce diversity.

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