Customer Service Representative - (REF4542Q)

Multifamily Property Management

• 
  Property Name: Huntington Apartments
• 138 Smallwood Village Center, St Charles, MD 20602, USA
• Full-Time
• Unit Count: 204

The Customer Service Representative is the community's resident relations specialist and is responsible for interacting with residents on behalf of FPI to assist with their needs and concerns, develop and maintain resident retention and lease renewal programs, and provide office support to the Community Director. The Customer Service Representative is responsible for conducting all job duties in accordance with Fair Housing Laws and Company policy, and supports the overall objective of meeting the expectations of the Client, based on the respective financial operating budget and management agreement.

Pay: $19 - $21 / Hour

DUTIES AND RESPONSIBILITIES

Job analyses will be reviewed periodically as duties and responsibilities change with business necessity. Essential and marginal (non-essential) job functions are subject to modification. Nothing in this job analysis restricts management's right to assign or reassign duties and responsibilities for this job.

Resident Needs and Complaints

• Assist Community Director with resident needs and complaints.
• Answer the telephone with a smile.
• Establish and maintain the best possible occupancy through resident retention.
• Strive for good resident/management relations, to retain desirable residents.
• Call all residents within 7 days of move in to make sure they are happy in their new home.
• Call all residents within 30 days of move in to check if they continue to enjoy their home.
• Call all residents 60 days prior to the expiration of their lease to check if they continue to enjoy their home.
• Call all residents with 48 hours of a service request to make sure the work was completed to their satisfaction.
• Ensure the safety, comfort and privacy of all property residents.
• Assist residents with the reporting and recording of maintenance needs.
• Enter all maintenance needs into the accounting system.
• Submit all recommended increases and promotional programs to the Portfolio Manager by the 10th of each month.
• Respond to all email inquiries.
• Check community email hourly, including e-mail in spam filter

Develop a Resident Retention Program

• Monthly Newsletter
• Resident Activities
• Move in Welcome
• Concierge Services

Develop a Lease Renewal Program

• Lease Renewal Functions
• Lease Renewal Increase Recommendations
• Lease Renewal Promotional Programs

Other

• Consistently and fairly enforce community rules and regulations, FPI Standard Operating Procedures.
• Comply with all Fair Housing Laws and FPI policies and procedures.
• Promote a professional image by adhering to FPI Management's Dress Code Policy.
• Conduct displayed must be of a professional manner when communicating with employees, residents, prospective residents, clients, vendors, and guests while representing FPI Management.
• Responsible for meeting all training requirements for the position (Grace Hill, Safety Meetings, etc.).
• Perform any and all functions as directed by the supervisor, including special project assistance.

Minimum Requirements:

• Minimum 1 year of experience in a similar role, preferably within Residential Property Management. Experience in hospitality, retail, sales or customer service will also be considered.
• High School diploma or equivalency certificate required.
• May Require a Valid Driver's License, as well as: a good driving record, current motor vehicle insurance which meets State requirements, and an operable vehicle that meets FPI's Driving Standards and Personal Vehicle Use policy.
• Must be proficient in speaking, reading, and writing in English.

Skills Required:

• Strong Computer Skills
• MS Office
• Google Apps
• Property Management-Related Software
• Email
• Internet
• Social Media

ESSENTIAL ATTRIBUTES

• Embracing and exemplifying our HEART core values and incorporating them into every task performed and every interaction with clients, supervisors, team members, colleagues, residents, vendors, etc.
• Positive influencing, interpersonal, and communication skills are essential.

Why look at FPI for your next career step? We are one of the largest third-party 100% fee-managed Property Management companies in the nation, an industry leader in both the Conventional and Affordable Housing spaces, managing over 850 communities (~150,000 units) across the country, and employing ~3,500 team members. We offer comprehensive compensation and benefits packages (employee-only employer-paid plan available), ongoing training, and plenty of opportunities to grow your career. Come join Team FPI!

EEO/EVerify Statements

FPI Management is an Equal Opportunity Employer. All qualified applicants are encouraged to apply. FPI Management participates in the E-Verify program.