When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.
ResponsibilitiesAs 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 response 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 Property Manager, while working closely with the on-site Marketing Manager, and the Hines Community Manager, the Resident Services Coordinator - Multifamily 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/complaintsResponds within 24 hours to residents’ requests via telephone, email, or postal mailFollows up with Residents within 24-hours to ensure the inquiry/complaint has been resolved satisfactorilyPrepares a weekly summary report detailing each resident contact and plan to increase resident satisfactionResponsible for greeting prospects, guests, and visitors as they arrive to our communityProvide a personalized experience, with emphasis on care and convenience for our future and current residentsEngage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilledRespond to resident complaints and concerns in a timely and professional manner, making sure every situation handled ends with gratificationAct 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 homeDevelop communications (flyers, etc) for marketing purposes of events, resident communication, and the propertyIdentify, communicate, and implement opportunities to improve resident experience and serviceCompletes application approval checklist and move in orientations in concert with leasing teamSupports leasing team as backup as needed with new leases and renewalsTracks submitted applications for required approvals and documentationSupports Hines culture and encourages an empowering environment to achieve top prospect survey results and social media reviewsHandle overflow scheduled tours by phone and email in a digital consultation approach. Provide information regarding the community, as well as services offeredFollows up on active prospects as required, including calls, emails; provides relevant information such as a quoteAssists maintenance team with coordination of preventative maintenance schedules, planning and notificationsSupervises certain contract obligations such as concierge services, 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 requiredSome college credits desiredTwo or more years' relevant experienceTwo or more years' experience in receiving and resolving customer service concerns/disputesMust have excellent customer service experience with ability to pass fair housing examHospitality experience a plusAbility 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
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
Able to work weekends and overtime as job requires
ClosingAt Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.
While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.
Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.
We are an equal opportunity employer and support workforce diversity.
No calls or emails from third parties at this time please.
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