Resident Services Coordinator

A.J. Dwoskin & Associates; Herndon (VA); On-site; USD 42,000 - 60,000; Full time

Job summary

AJ Dwoskin & Associates seeks a detail-oriented Resident Services Coordinator to support leasing operations and reporting. You will assist the Property Manager, Business Manager, and Leasing Associates to ensure timely leasing and renewal execution, accurate documentation, and thorough resident communications.

The role involves audits, filing, move-in/document processing, and coordination of market surveys and resident activities while maintaining confidentiality and safety compliance.

Qualifications

• High school diploma is required.
• 1–2 years of residential leasing or management experience is preferred.
• 1+ year of sales or customer service experience is preferred.

Responsibilities

• Review all new application files to ensure all processing steps are completed and communicated to the applicant by the leasing consultants.
• Review and pre-approve all new lease and move-in documents and renewal leases prior to the PM’s review and approval; may generate new leases and renewals.
• Report deficient paperwork performance to the Property Manager to ensure associate training or improvement.
• Manage monthly lease expirations and verify residency prior to generating renewals per audit standards.
• Conduct weekly/monthly file audits to ensure compliance.
• Complete administrative and lease-related data entries and maintain resident lease files.
• Print and distribute 5-day, NSF notices, prepaid and small balance letters, delinquency notices, and billing letters.
• Assist Property Manager with weekly/quarterly market surveys.
• Manage resident move-out process, including notices and final dispositions.

Skills

Customer service

Yardi Voyager

Microsoft Office

Interpersonal skills

Independent work

Technical communication

English proficiency

Office equipment

Organizational skills

Time management

Conflict de-escalation

Driver's license

Safety compliance

Confidentiality

Fair Housing training

Tools

Yardi Voyager

Job description

The Resident Services Coordinator pays exceptional attention to detail and thrives on ensuring that the customer documents and reporting are accurate and efficient. The RSC supports the Property Manager, Business Manager and Leasing Associates in ensuring that the property’s leasing and renewal processes are conducted according to policy and delivered on time to both prospective and new residents. This includes meeting the deadlines for renewal letters, new lease and move-in documents as well as ensuring that the leasing administrative tasks are complete. On occasion, the RSC may be asked to assist with leasing apartment homes or assisting the PM or BM with resident accounting activities.

Resident Services Coordinator Responsibilities and Objectives

The RSC will approach their responsibilities as an internal auditor, customer service representative, and associate training. The RSC will inform the PM of their findings on a regular basis. If there is a need for performance improvement conversations or training, the RSC will inform the PM and is not intended to conduct personnel specific meetings.

• Review all new application files to ensure that all processing steps are completed and communicated to the applicant by the leasing consultants.
• Review and pre-approve all new lease and move-in documents and renewal leases prior to the PM’s review and approval. There will be times that the RSC will generate new leases and renewal leases.
• Report deficient paperwork performance to the Property Manager to ensure that the associate is aware of additional training or improvement.
• Manage monthly lease expirations and complete verifications of residency prior to generating renewals per audit compliance standards.
• Conduct weekly/monthly file audits to ensure compliance.
• Complete administrative and lease related data entries.
• Maintain current and historic resident lease files by updating transactions and communications within the software.
• Print and ensure distribution of 5day, NSF notices, prepaid and small balance letters, delinquency notices, and billing letters generated by the Business or Property Manager.
• Assist Property Manager in the completion of weekly and quarterly market surveys.
• Manage the resident move out process inclusive of acknowledgement letters and final dispositions aka SODAs.
• Respond quickly to residents' concerns.
• Prepare and send weekly reports to manager for ownership or to owner in Property Manager absence.
• Support leasing activity as needed with prospect inquiries, tours and follow-up.
• Assist leasing consultants with scheduling leases to be signed and executed via Rent Café.
• Manage office supply and marketing inventory.
• Assist in the planning and preparation of prospect and resident activities.
• Perform other related duties as assigned.

Qualifications

• High school diploma is required.
• A minimum of one year of previous sales or customer service experience is preferred.
• One to two years of previous residential leasing or management experience is preferred.

Skills And Requirements

• Excellent customer service and interpersonal skills with the ability to relate to others.
• Prior experience in Yardi Voyager or another equivalent system is preferred.
• Basic level knowledge with Microsoft Office Suite including Outlook, Word, PowerPoint, and Excel.
• Excellent interpersonal skills to communicate with all levels of management effectively and sensitively.
• Ability to work independently and prioritize effectively in a fast-paced environment with a strong sense of urgency.
• Ability to relay technical concerns with adequate detail, quickly and accurately.
• Capability to read, write, comprehend, and converse in English.
• Ability to use general office equipment, such as telephone, fax machine, printer, copier, and key track system.
• Strong organizational and time management skills.
• Ability to cope with and defuse situations involving angry or difficult people.
• Must maintain a valid driver’s license, clean driving record, and current auto insurance is required.
• Must comply with all safety requirements.
• Sensitivity to confidential matters is required.
• Required to complete and successfully pass the AJ Dwoskin Fair Housing, Diversity, and Inclusion Training within the first 30 days of employment.

Scheduling

• Required to maintain a regular schedule which may require working overtime, weekends, and non-traditional holidays.
• May be required to aid during staffing deficiencies on-site.

Physical Requirements

• Ability to lift, push and pull up to 25 pounds.
• Ability to walk around the property several times daily, up to 10 miles a day.
• Ability to walk on uneven surfaces.
• Ability to climb several flights of stairs several times daily.
• Hearing and visual ability to observe and detect signs of emergency are required.
• Must be able to sit, stand, reach, bend, and stoop for extended periods of time.
• Ability to use standard maintenance equipment.
• Talking and expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers accurately, loudly, or quickly.
• Perceiving the nature of sounds at normal speaking levels with or without correction. Ability to receive detailed information through oral communication, and to make the discriminations sound.
• Visual requirements including color, depth perception, and field vision.
• Ability to compare, copy, coordinate, synthesize, negotiate, communicate, and instruct.
• Ability to tolerate stressful situations.
• Ability to work under minimal to moderate supervision.

The job duties for this position may not be limited to only those outlined in this job description and management reserves the right to make modifications and changes to these duties at any time to meet the needs of the business.

Diversity

Diversity creates a healthier atmosphere: AJ Dwoskin is an Equal Employment Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic.