UDR Careers

Role Description UDR is now hiring a Virtual Resident Services Manager to join our team. Serve as frontline, “first responder” to resident requests on behalf of onsite community team. Responsible for the coordination and execution of all administrative and customer service community tasks (managed in a non-customer facing setting), via electronic means such as through phone, text, email and UDR’s customer relationship management system (CRM). The Virtual Resident Services Manager will be accountable for an assigned portfolio to provide superior customer service, and to create positive relationships with community residents and onsite associates. The specific intent is to “virtually” manage the resident relations aspect of the business to ensure communities perform at the highest levels to achieve and/or exceed expectations. Supervision Received - May report directly to the Senior Virtual Resident Services Manager, Regional/District Manager, General Manager and/or Community Director. Supervision Exercised - N/A Essential Functions - Customer Service - Answer resident and guest questions virtually, professionally, and timely via phone, text, email, and the customer relationship management system (CRM) for multiple sites. Implement strategies to improve quality of customer service. - Oversee and ensure any resident escalations are resolved and/or escalated to the appropriate department to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved. - Maintain acceptable NPS and customer experience scores and help facilitate the reputation management process. - Communicate with site teams as well as centralized teams to ensure prompt assistance to residents, prospects, and applicants. - May proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals. - Assist as needed with the move-in and move-out process, transfers, roommate changes, lease renewals, resident referrals, and amenity reservations. - Administrative - Utilize the customer relationship management system (CRM) to effectively manage resident relations, and resident communications by creating and working/assigning cases to appropriate departments. - Manage social media accounts as requested. Identify customer service trends and escalate, as necessary. - Prepare, communicate, and send resident and community letters and notifications. - Issue digital parking permits and assignment(s) electronically to residents. - Administer SmartRent, a digital key system. Issue digital keys, electronically to resident, provide access as needed to vendors, prospective residents on community tour, and/or to residents of the community including those that move out. - Review and modify rentable item(s) on resident account, which will require addendum to be prepared and signed. - Review, monitor, administrate, and sign leases as required or needed. - Enforce all community policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures. - May help coordinate and communicate community events. - Administer Parcel Pending/Luxor, a digital locker system for packages received. Issue digital code to the resident for parcel/package pick up. - Field resident questions, concerns, and complaints professionally and forward to appropriate authority. - Assist as needed with the Smartrent dashboard: battery alerts, move in/out exceptions, work orders, temp alerts, etc. - Engage directly with centralized teams by monitoring inbound requests and acting as a liaison between onsite teams and centralized support. - Attend district and/or area leadership meetings. - Comply with all Company policies and procedures related to employment. - Commit to Living the UDR Values each day in every action when executing the essential functions of the job. - Perform other duties as assigned or needed. Qualifications - Bachelor’s degree in business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required. - Minimum two to five years’ property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred. - Minimum two years’ experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred. - Strong attention to detail, with professional writing presentation, especially the rules of syntax, punctuation, and grammar. - Must have and maintain a valid driver’s license unless otherwise noted. Benefits - Medical, Dental, Vision Plans - Medical Flexible Spending Account - Dependent Care Spending Account - Lifestyle Spending Account - Supplemental Term Life Insurance - Critical Illness Plan - Supplemental Short-Term Disability Insurance / AD&D Insurance - Voluntary Long Term Care Insurance - 401(k) Plan with company match Hourly Range - $28.85/hr. – $31.25/hr., depends on experience

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description UDR, Inc. and its affiliated companies are adding a Virtual Community Service Administrator to our team. This position provides administrative support to the maintenance management teams at six apartment communities located in Bellevue, WA. This is a remote position (required to live within 1 hour of Bellevue, WA) and the schedule is Monday - Friday, 8a - 5p. - Responsible for scheduling repairs with contractors, tracking, and providing final inspection of the work provided by contractors or vendors. - Schedule the service team for timely apartment turnovers, painting, floors, carpets, and general cleaning. - Provide inspection of vacant apartments to ensure they are ready for occupancy. Report and schedule maintenance for any issues discovered and report results of turnovers to management. - Provide support for or complete the pre-move-out inspections on a timely basis. - Schedule or assist the service team scheduling of service tickets. May follow up on resident satisfaction following the service event. - Provide overall quality control for both vendor-related and service team related community cleaning, safety, landscaping, and any other community projects. - Act as the liaison for contact and coordination of vendors as needed. - Responsible for ordering through Ops Technology for supplies following Company procedures. - Provide community inspection of every floor or building, exterior and amenity spaces. - Assist in the bidding process for services and documentation as needed. - Provide superior customer service to internal and external customers representing the community in a professional, concerned, and friendly manner to foster a positive experience for all residents. - Organize and maintain filing system, file and retrieve documents, records, and reports. Ensure protection and security of files and records. - Greet vendors or contractors and accompany them to appropriate work area or to the appropriate service team lead or manager. - Perform other duties as assigned or as necessary. - Support the District Service Manager with entering and tracking small and large claims. Qualifications - High School Diploma, or equivalent, is required with an Associate or Bachelor’s degree preferred. - Minimum of three years’ property management experience from the administrative or service side of the business. - Customer Service, Administrative, Quality Control or inspection experience is a strong plus. Requirements - Exceptional Benefits: - Comprehensive benefit package - Apartment rental discount - Company matched 401(k) - Vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) - Company observed holidays - Discounts to live in our best-in-class communities - Tuition reimbursement - Company sponsored events - Community service days - Annual President's Club held in Las Vegas, honoring our associates for their exceptional customer service and operational excellence - Additional Benefits Offered: - Medical, Dental, Vision Plans - Lifestyle Flexible Spending Account - Medical Flexible Spending Account - Dependent Care Spending Account - Supplemental Term Life Insurance - Voluntary Cancer Insurance - Supplemental Short-Term Disability Insurance / AD&D Insurance - Voluntary Long Term Care Insurance - 401(k) Plan with company match - Rent Discount - Hourly Range: $32/hr. – $35/hr., depends on experience Company Description UDR, Inc., an S&P500 company, is one of the nation's largest owners and managers of residential apartment communities. Become a part of a company that is the industry leader of transformational change and operational innovation! UDR, Inc. is an Equal Employment Opportunity Employer, proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type.