Resident Experience Specialist - Lantower Waverly

Overview:

Do you have a passion for creating an immersive customer experience? Do you want to be a part of a team that recognizes the work you do and the value you bring? If so, Lantower Luxury Living has an opportunity for you!

We are not one to brag but with our team, it's hard not to! Each day the Resident Experience team provides exceptional customer service to ensure our communities are a place our residents are proud to call home.

At Lantower, we are committed to setting you up for success and understand that investing in our associates is an important part of that. That is why we offer a company-paid certification program on top of all our other incredible benefits listed below.

• Career Advancement Opportunities
• Apartment Discount
• Vacation, Sick, and Holiday Pay
• Medical, Dental, and Vision Insurance
• Training and Development
• Paid Maternity and Paternity leave
• Life and Disability Insurance
• 401k plan with company match
• Associate Referral Bonus Program

Responsibilities:

• Greets community visitors and appropriately responds to inquiries in a professional and timely manner.
• Schedules and facilitates move-in orientations for each new resident before the scheduled move-in date.
• Coordinates responses to resident issues at move-in and tracks and follows up to resolve the issue(s) to ensure move-in satisfaction.
• Utilize property management systems to effectively manage resident relations, service requests, and resident communications. Ensures all messages, texts, and emails are checked and responded to within the established response time.
• Partners with Centralized Leasing Team to ensure community renewal and leasing goals are achieved.
• Manages resident issues and complaints with the Community Manager and Resident Experience Manager. Ensures appropriate actions are taken to resolve the issue and follows through and follows up until the issue has been resolved. Documents progress to keep impacted parties informed.
• Assists in coordinating self-guided tours for prospective residents.
• Walks the community on a daily basis to identify and address any deficiencies with the maintenance team until resolved. Ensures that all show units and future move-ins meet Lantower expectations.
• Delivers exceptional customer service to residents and prospective residents to achieve positive resident reviews.
• Organizes and attends scheduled resident events.

Qualifications:

• A minimum of two (2) years of experience in customer service.
• Bilingual preferred
• Ability to positively and proactively handle customer concerns and prioritize multiple tasks in a fast-paced environment.
• Strong organizational, presentation and communication skills, with high professionalism.
• Solid computer literacy, with experience in the Microsoft suite of products (Word, PowerPoint, Excel, Teams), with the ability to learn new software applications quickly.
• Proficient with web communications including publishing, usability, and adhering to social media guidelines.

Lantower Luxury Living is very proud to be recognized as a certified Great Places to Work company.