Job Description

Role Summary

Under the direction of the Property Manager or Assistant Property Manager, the Residential Concierge is a guest facing position that will deliver exceptional customer service to any person who walks through our doors. The Residential Concierge is responsible for answering all phone calls with the utmost customer service, whether it be by responding to the callers' questions or transferring the call to the proper team member. Must be able to multitask, track and resolve issues to completion and must exhibit professionalism on a consistent basis. Must demonstrate willingness and ability to shift priorities as needed. Must be an organized, proactive self-starter, able to research and problem solve, while always maintaining excellent judgment and ethics.

Essential Functions

1. Uphold and enforce company policies, procedures, and standards with residents and their guests.
2. Ensure that access to the property is effectively monitored and facilitated while on duty.
3. Interact with residents, including greeting them, and providing assistance when needed.
4. Assist residents with any questions they might have regarding the property or local accommodations.
5. Provide residents with a list of services that can be utilized while living at the property and additional services that they can take advantage of locally. Ensure these services are all up to date.
6. Ensure that all package deliveries are signed for and kept in the hold room until collected by the resident.
7. Notify residents when they receive dry cleaning or packages via email
8. Enter any work orders requested by residents this 1 hour of receipt of a resident work order.
9. Provide critical feedback from residents or guests to management within the same shift via email.
10. Walk the amenity floor every 2 hours to ensure that the spaces are being maintained and completing a log on a daily basis.
11. Monitor the entire Property for security risks, this will include using the camera system and walking the grounds
12. Ensure that the entrance and the lobby are clean at all times of being on duty, light cleaning will be required throughout the shift.
13. Ensure that all light bulbs are replaced in the lobby and elevator area.
14. Ensure that curb appeal is being maintained per company standard. Sweeping and picking up debris on the street will be required on a daily basis.
15. Work alongside management, to assist with the implementation of and supporting resident functions/events
16. Attend staff meetings and complete virtual trainings as required or requested
17. Assist management with passing out notices
18. Ensure common areas are cleaned and organized.
19. Other duties as assigned by Property Management
20. Anything about greeting prospective tenants, helping with leasing inquiries, greeting guests, etc

Competencies

1. Excellent written and verbal communication skills.
2. Industry best customer service skills
3. Experience with Microsoft Office products.
4. Ability to utilize Internet and email
5. Knowledge of basic office equipment such as scanners, multi-line phones, smartphones/cell phones, cameras & tablets
6. Ability to make good judgments and quick decisions both mechanically and based on the property's best interest
7. Excellent time management and problem-solving skills

Supervisory Responsibility

This position has no supervisory responsibility

Work environment

Fast-paced environment subject to multiple interruptions, changes in workload, competing priorities, extended hours, and deadline situations. Exposed to and expected to respectfully interact with a variety of attitudes and personalities including tenants, co-workers, outside vendors and management.

Physical demands

Standing for up to 8 hours. Lifting up to 50 lbs. Walking long distances throughout the property. Bending, stooping, turning, twisting, kneeling, pushing, pulling. There may be frequent exposure to inclement weather, including: extreme cold, heat & humidity

Position type and expected hours of work.

This position is non-exempt and is eligible for overtime. The scheduled hours for each shift will be 8 hours. Some flexibility in hours is allowed.

Travel

Minimal travel is expected for this position.

Required education and experience

• Integrity and ability to work independently
• High school diploma
• Excellent customer service skills

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice

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