Resident Experience Specialist BTR (Administrative)
At BH Management Services, we are committed to creating value. We acquire, improve, and manage apartment communities, and our success in this endeavor is evidenced by our growth from a start-up firm in 1993 to one of the largest multi-family management companies in the nation. BH understands that great customer service is what keeps residents satisfied and that great service comes from engaged, happy and well-trained team members. In 2018 and 2017, BH was ranked as one of FORTUNE magazine and Great Place to Work's "Best Workplaces for Women." BH was also ranked in 2018 and 2020 as one of the "Best Workplaces for Millennials.” In addition, in 2019, BH was named to the 100 “Best Workplaces for Diversity.” We continue to recognize that we are only as strong as each individual employee, and we value our employees by providing a strong benefit package:
- 3 Weeks of Paid Time Off
- Medical/ Dental/ Vision
- 401(k) + company match
- Birthday Paid Day Off
- BH Gives Back (Paid Volunteer Time Off)
- 12 Paid Holidays
- BH Paid Leave
- Sabbatical
- Education Reimbursement
- Employee Assistance Program
Position Summary:
The Resident Experience Specialist – Build to Rent is responsible for all leasing activities in accordance with company policies and Fair Housing guidelines; resolving resident issues timely; providing prompt and professional service to internal and external customers; handling various office duties including, but not limited to, assisting with event and leasing marketing campaigns, providing assistance as needed regarding housing materials. The Resident Experience Specialist – BTR is a hybrid position and will be working at multiple sites and assisting with running between three and six communities simultaneously. Exhibits strong commitment to the service needs of the internal and external customers. Represents the company in a professional and courteous manner.
Essential Job Functions:
- Responsible for ensuring the daily marketing, administrative, and financial operation of the property under the direction of the Community Manager – Build to Rent. General office administrative duties including answering phones, emails, written correspondence, managing incoming mail for the property, and delivering notices if applicable.
- Conduct sparkle touch-ups to ensure homes are in pristine condition and occasionally assist with picking up the grounds as needed or directed by your supervisor.
- Provides effective customer service to all prospective tenants, current residents, and property staff by utilizing in-depth knowledge of the community/communities and its functions.
- Maintains a strong understanding of the community and local market competitor's specials and floor plans. Has comprehensive working knowledge of all aspects of leasing homes and documents in accordance with Company standards and Fair Housing guidelines. Stays up to date with all promotion/leasing incentives.
- Ensure timely and accurate logging of all prospect information and notifications into our Property Management software. Assists with the lease application process for approval or denial with the Centralized Screening Specialist (CSS) and prepares new lease contracts/move-in requirements.
- Uses industry-specific technology to promptly communicate any concerns. Reviews daily exceptions report to ensure all move-in exceptions are cleared each day and move in dates are adjusted as needed.
- Understands, utilizes, and promotes all third-party online leasing programs appropriately – such as self-guided and virtual tours.
- Assist with completing Move Out Vacant Inspection Checklist (MOVIC) accurately and within the specified deadline per Company standards, if applicable.
- Assist with daily community inspections to ensure community policies are being followed and addressing, if applicable.
- Other duties as assigned
Minimum Qualifications/Skills:
- High School Diploma/GED
- Ability to travel a minimum of 60%
- Strong written and verbal communication skills
- Intermediate computer knowledge/office equipment skills
- Previous experience in a customer-facing/customer service role
- Strong understanding of Fair Housing guidelines, Policy/Procedures, and leasing documents
- Where required by law, must have state leasing license or ability to obtain the required license(s) within the timeframe required by law
Work Schedule: 9am-6pm, Monday-Friday, including weekends or as needed to meet business needs.
The ability and means to travel locally, overnight, in specific regions or states via automobile and airplane may required.
Physical Requirements/Environment: The physical requirements described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Full range of motion with upper and lower body. Continual movement including, but not limited to: standing, walking, bending, stooping, crawling, and climbing stairs.
- Operations of a motor vehicle onsite, if applicable.
- Exposure to all weather conditions.
- Lifting at least 20 pounds.
All BH employees are expected to always conduct themselves in a professional manner, perform the tasks delegated by supervisors, and observe and support the company's policies and procedures.
This is not necessarily an exhaustive list of all responsibilities, skills, duties, requirements, efforts or working conditions associated with the job. This job description does not provide an all-encompassing list of duties, there may be a need to perform other duties as assigned. While this job description is intended to be an accurate reflection of the current job, management reserves the right to revise the job, work schedule, and/or to require that other or different tasks be performed when circumstances change (e.g., emergencies, changes in personnel, workloads, rush jobs, or technological developments). Employees in this position must be able to perform the essential functions of the job with or without reasonable accommodation. Requirements may be subject to possible modification to reasonably accommodate individuals with a disability. BH Management Services reserves the right to add or change responsibilities at any time in order to meet business and organizational needs.
BH/B.HOM is an Equal Employment Opportunity Employer. We foster the diverse voices of our community by advocating for inclusivity, celebrating our differences, and continually evolving our practice to make BH/B.HOM a better place to work and live.
