Maximus is an entrepreneurial multifamily investment, development and management company that is transforming the concept of urban living.
Led by a passionate team that continuously transcends expectations, the company is inspiring innovation in real estate with a collection of distinct, next-generation communities.
For a real estate company, we're anything but traditional – we're bold, we're vibrant and we like to shake things up.
We are the future of real estate.
Position Summary:
The Resident Services Lead provides guidance and support to residents and Resident Services Agents for all resident needs prioritizing customer satisfaction and resident retention. This position offers support both in person and in the Resident Services Hub to all agents and residents.
ESSENTIAL DUTIES:
Supports Resident Services Manager in day-to-day operations, serving in a player/coach role, including scheduling breaks, lunches, and coverage needs.Supports Resident Services Manager by pulling weekly reporting, identifying agent productivity.Supports Manager in onboarding and training Resident Services personnel within 2 weeks of hire.Uses property management platforms (Ring Central & Yardi) to correspond and document all communication with residents, maintaining data integrity and meeting all SLA requirements in every resident communication.In every in-office resident interaction, acts as a partner in resolution, at times working cross departmentally, for all resident inquiries and needs, via phone, email, and text.Maintains personal, Resident Services, and Moving email inboxes daily, using department filing system.In every resident interaction, authentically builds relationship and sense of Community, documenting important findings of resident life so that RS may follow up with accordingly.Acts as the first level of escalation for in-the-moment resident escalations in person and over the phone.Informs residents of community events, programming, and the development plan of Parkmerced.Oversees Resident Services Front Desk, responsible for keeping the area clean, organized, and stocked with necessary supplies; distributes tasks to the agents working the Front Desk.Supports Sales in sharing renewals and referral program at all appropriate interactions with residents.Requests 5-star Yelp and Google reviews in every move-in and all other appropriate resident encounters.Organizes all documents and properly stores information in all required property management software platforms.Completes regular block checks across the property to ensure that standards are met and to check for lease violations.Supports with Resident Services initiatives and needs on property as they come up.Assists in preparation for move-ins when needed, including creating packets, scheduling appointments, setting up Yardi and the Resident Portal, doing pre-walks, and maintaining the move-in tracker.Hosts move-in appointments when needed, and completes all required aftercare.*Other duties may be assigned.
MINIMUM REQUIREMENTS:
Education and Experience:
- Previous experience in a customer support role, 4+ years suggested.
- High School diploma or equivalent.
Knowledge, Skills, and Abilities:
- Excellent customer service skills to be able to interact effectively with a diverse group of people, stay calm under pressure, and provide cheerful assistance to others.
- Demonstrates ability to read, write, and communicate effectively.
- Demonstrates proficiency in word processing, property management applications (preferably Yardi and/or On-Site), and spreadsheet management programs.
- Strong phone and verbal communication skills along with active listening.
- Ability to multi-task, set priorities and manage time effectively.
WORKING CONDITIONS:
Normal office environment. Ability to work outside normal work hours when demands arise.
Travel Between Properties:
Frequent or as needed.
Job Type: Full-time
Pay: $32.00 - $35.00 per hour
Expected hours: No more than 40 per week
Experience:
- Customer support: 2 years (Required)
- Leadership: 2 years (Required)
License/Certification:
- Driver's License (Required)
Shift availability:
Ability to Commute:
- San Francisco, CA 94132 (Required)
Work Location: In person
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