JOB SUMMARY The Resident Services Coordinator should endeavor to provide excellent customer service to clients, residents, prospective residents, guests, and vendors. Resident Services Coordinators are the face of the property and promote a sense of community. Resident Services Coordinators are also responsible for being the main point of contact for residents expressing concerns, renewals, lease violations, resident events, surveys, and following up on work orders.

DUTIES AND RESPONSIBILITIES Conducts all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.

Resident Relations: Represents Company in a professional manner as the point of contact for our residents. Interact with residents in a professional and courteous manner. Responsible for maintaining a high degree of customer service and competency level in all resident interactions, over the phone, email, through formal written communication, or in person. Assess the needs of residents and provide them with the appropriate community resources. Plan and coordinate recreational social activities/events in coordination with the onsite team as needed.

Administrative: Answers phone and gives general information or re-directs to appropriate party. Answers inbound calls from residents and assists regarding questions about portal setup, renewals, and general concerns/issues. Conducts outbound calls to current residents to answer general questions or concerns. Accepts resident payments made in person at physical office location. Prepares renewal correspondence with residents and communicates renewal negotiations to regional manager. Obtain appropriate releases to interact with others on behalf of the resident. Maintain appropriate confidentiality. Monitor Notices to Vacate and contact residents who are moving due to being unhappy or an unknown reason. Proactively walk the community to ensure residents are in compliance with community policies, relating to patios and balconies. If residents are not in compliance, issue notices to the resident in violation.

Customer Service: Work with residents to resolve conflicts with neighbors. Promote a strong sense of community. Help connect residents to one another. Help develop and maintain a strong and healthy identity for the property. Establish and maintain partnerships with relevant organizations and individuals, with an emphasis on providing onsite services to residents and the community. Develop a resource directory of these partnerships. Prepare and maintain log of resident issues and solution outcomes. Assist residents with resolution of lease violations under the direct supervision of the community manager. Forward complaints and documentation to the community manager for awareness and resolution. Acquire a broad knowledge of the community and the surrounding area. Monitor resident surveys in Resman and follow up on all surveys.

Team Support: Be an active member of the onsite team, working collaboratively with the community manager and other onsite staff to meet property needs and resolve resident problems. Manages service work orders in Resman and communicates with the maintenance team to ensure work orders are completed in a timely fashion. Performs any additional duties assigned by manager or property supervisor.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES Customer Service — Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction. Clerical — Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology. Active Listening — Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times. Service Orientation — Actively looking for ways to help people. Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. Time Management — Managing one's own time. Coordination — Adjusting actions in relation to others' actions. Speaking — Talking to others to convey information effectively. Writing — Communicating effectively in writing as appropriate for the needs of the audience. This role generally requires 40+ hours per week, with flexible work week that may include holidays or weekends.

EDUCATION/TRAINING High School diploma or equivalent required Proficiency with Microsoft Office (Excel, Word, and Outlook) Minimum of 1-year experience in a Customer Service or Administrative type role preferred

PHYSICAL REQUIREMENTS Stand and walk or sit alternatively depending on specific needs of the day. Estimate 50% of time is spent on feet and 50% sitting at desk. Occasional need (1% to 33% of the time) to perform the following physical activities: Bend/Stoop/Squat – Pick up litter, filing Climb Stairs – Inspect and show property Push or Pull – Inspect and show property, open and close doors Reach Above Shoulder – Inspect property, store/retrieve supplies

Frequent need (33% to 66% of the time) to perform standing and walking activities related to inspecting and presenting property. Constant need (66% to 100% of time) to perform the following physical activities: Writing/Typing – Corporate, inter-office, resident communications Grasping/Turning – Telephone, doorknob use Finger Dexterity – Operation of office equipment

Lifting/Carrying (paperwork, deliveries, files, miscellaneous): Over 25 lbs. – Rare need (less than 1% of the time) 20 lbs. – 25 lbs. – Occasional need (1% to 33% of the time) Less than 20 lbs. – Frequent need (33% to 66% of the time) Under 10 lbs. – Constant need (66% to 100% of the time)

VISION REQUIREMENTS Constant need (66% to 100% of the time) to complete forms, read and review reports, wide variety of correspondence, view computer screen. Frequent need to see small detail and view computer screens. Frequent need (33% to 66% of the time) to see things clearly beyond arm's reach (inspecting property, neighborhood surveys).

HEARING REQUIREMENTS Constant need (66% to 100% of the time) to communicate over telephone and in person with vendors, corporate office staff, and residents.

SPEAKING REQUIREMENTS Constant need (66% to 100% of the time) to communicate over telephone and in person.

REQUIRED BEHAVIORAL COMPETENCIES Must be able to work in a fast-paced and customer service-oriented environment. Performs duties under pressure and meets deadlines in a timely manner. Works as part of a team, as well as completes assignments independently. Takes instructions from supervisors. Exercises problem-solving skills. Interacts with co-workers, supervisors, guests and the public in a professional and pleasant manner.

DRIVING/TRAVELING REQUIREMENTS Minimal need (10% of the time) to utilize personal transportation to purchase supplies for resident events, shop comps, and other property related business Must have valid driver's license and automobile insurance.

WORKING ENVIRONMENT Indoors (66% to 100% of the time); frequently outdoors, all conditions (33% to 66% of the time). Occasional exposure to caustics, solvents, oils, fumes, flammables, pesticides, etc. (less than 10%).

REASONING DEVELOPMENT Must be able to apply principles of logical thinking to define problems, collect pertinent data, establish facts, draw valid conclusions and initiate appropriate course of action. Must effectively convey ideas, images and goals to a diverse group of personalities.

SAFETY RESPONSIBILITIES Must learn and comply with all company safety rules. Must use appropriate safety equipment at all times. Must immediately report all unsafe conditions to supervisors. Must be familiar with all safety features of equipment, machinery, or materials encompassed by job duties ; and must check with supervisor if there is a question as to the safe procedure to be used for any job function.

ADDITIONAL REQUIREMENTS Employees must fulfill the performance standards of this position and comply with policies, rules and procedures of the company, including those set out in the Employee Handbook, or otherwise communicated (verbally or in writing) to employees. This job description is intended to describe the general nature and work responsibilities of the position. This job description and the duties of this position are subject to change, modification and addition as deemed necessary by the company. Employees are required to comply with supervisory instructions and perform other job duties, responsibilities and assignments requested by supervisors, managers or other company officials. This job description does not constitute an employment contract between the company and any employee. The job responsibilities of this position may include cross-training in other functions or positions to ensure satisfactory operation of the department or work area.