Tenant Services Specialist

Description

Purpose: (General description and summary)

The Tenant Services Specialist is responsible for providing exceptional customer service to the residents of New Narrative properties while ensuring a smooth and welcoming living environment. This role involves a range of administrative, operational, and interpersonal duties designed to assist residents and support the daily operations of the property. The Tenant Services Specialist serves as the primary point of contact for resident inquiries, concerns, and requests, ensuring the satisfaction and well-being of all residents.

Accountabilities: (Responsibilities of the job)

Customer Service:

• Greet and assist residents, visitors, and vendors in a friendly, professional, and courteous manner.
• Address resident inquiries, complaints, or requests, and resolve issues efficiently and effectively.
• Respond to phone calls, emails, and in-person requests for information regarding the property, amenities, or resident services.
• Maintain a positive, service-oriented atmosphere in the community.
  
  

Maintenance Coordination:

• Coordinate maintenance requests and work orders between residents and maintenance teams, ensuring timely responses and resolutions.
• Ensure that all common areas are clean, well-maintained, and safe.
• Conduct periodic inspections of the property and common areas.
• Monitor the property for any security or safety concerns, including reporting suspicious activities or potential hazards.
• Ensure residents are aware of emergency procedures and safety protocols.
  
  

Community and Resident Engagement:

• Foster positive relationships with residents through regular communication and proactive service.
• Assist residents with move-in/move-out procedures, lease renewals, and maintenance requests in collaboration with Assistant Portfolio Managers.
• Distribute resident notices, announcements, and community updates.
• Plan and organize resident events, activities, and community outreach programs to foster a sense of community.
• Assist in enforcing community rules and regulations, ensuring residents comply with property guidelines.
• Stay up-to-date on property management policies, resident rights, and local regulations.
  
  

Administrative Support:

• Accurately document tenant case management activities including linkage and coordination to resources.
• Assist with rent collections, lease signings, and general administrative tasks as needed.
  
  

Education/Experience

• High School Diploma or equivalent (Some college coursework preferred).
• Previous experience in customer service, property management, or hospitality is a plus.
• Bilingual; reading, writing and speaking, in English and Spanish or other foreign language preferred.
• Basic knowledge of property management software preferred
• People with lived experience / Peer support experience highly encouraged to apply.
  
  

Core Competencies:

• Communication Skills: strong verbal and written skills with tenants, vendors, stakeholders, etc. Ability to actively listen to tenant concerns and provide solutions.
• Organizational and Administrative Skills: ability to multi-task with attention to detail even while under pressure; strong organizational skills for time management. Proficient in Microsoft Office Suite (Word, Excel, Outlook). Ability to handle sensitive or confidential information with discretion
• Emotional Intelligence and Cultural Competence: sensitivity to diverse tenant populations, including cultural and socioeconomic differences; emotional intelligence to navigate complex interpersonal dynamics; strong interpersonal skills
• Customer Services Excellence: friendly and approachable demeanor, ability to handle tenant inquiries and concerns with patience, empathy and professionalism; ability to work in a complex and changing organization and interface effectively within the team and interdepartmental relationships.
• Knowledge of Property Management Practices: ability to read and interpret complex documents such as regulatory agreements and provide technical assistance on complex compliance issues in a simple straight forward manner. Familiarity with lease agreements, property management policies, and tenant rights.
  
  

Physical Requirements:

• Ability to walk and stand for extended periods.
• Ability to lift and move objects up to 25 lbs.
• Occasional work in outdoor environments, including walking around the property and inspecting common areas.