Resident Service Associate (Floating)

Community:

Number of Units:

Resident Service Associate (Floating)

OUR COMPANY:

At Fairfield, we are proud to be a leader in the multifamily housing industry. We are passionate about creating exceptional and luxurious apartment living. Among the most experienced multifamily companies, Fairfield has developed and acquired over 1000 communities since 1985. We are an award-winning company that proudly employs over 1,400 associates who are dedicated to serving our customers at our apartment communities located in over 30 markets nationwide.

Being a part of Fairfield means more than a rewarding career with personal growth. It's a partnership for the long term, working alongside colleagues in an open-dialogue environment that encourages growth and the sharing of ideas. We know that our associates are a key ingredient to our success, and we're proud to reflect that in our culture.

ABOUT YOUR CAREER PATH:

Fairfield properties are known for our visible and available on-site staff that keep our residents loving where they live. A fantastic first step to joining the Property Management team is a position as our Resident Service Associate.

Our residents deserve the best, and your role in customer service is to help make sure they experience incredible service from first touring the property, to signing their lease, to moving in and being welcomed to the community. Your positive, solution-focused energy and communication is the key to closing the sale.

Working closely with our Leasing Associates and Community Manager, you will build connections with prospective tenants and help convert them into happy residents. Assisting with multiple phases of their journey, you will interact with them both virtually as well as in person, building a reputation as a go-to support team member and resident advocate.

There is great growth potential in this role for your career, with successful candidates moving on to become Leasing Associates and other contributors on the Property Management team. This position reports to the onsite Community Manager.

WHAT YOU CAN EXPECT TO DO IN THIS ROLE:

LEASING SUPPORT

• Manage some aspects of the leasing process, including, but not limited to, qualifying prospects, leasing apartments, preparing lease paperwork and completing move-in paperwork.

• Conduct Skype tours by appointment as scheduled.

• Verify application information, including income, when needed.

• Forward applications to Community Manager for final approval.

• Ensure compliance of renter's insurance policy.

• Create Magisto videos by request.

• Prepare resident move-in packets upon approval of application.

• Review and explain information to residents (i.e., gate cards, gate codes, lease, community policies and move-in inventory).

• Send and collect move-in condition forms from residents.

CUSTOMER SERVICE

• Respond to phone and emails, creating and following up with maintenance requests, and handling and/or escalating resident complaints.

• Assist in rent collections for delinquent rent.

• Contact residents to solicit and close resident renewals to include necessary renewal paperwork.

• Conduct post move in welcome calls, mid lease calls and service follow up calls.

• Maintain courteous communications and follow-up correspondence with residents, applicants, prospects and representatives of other companies.

PROPERTY UPKEEP

• Check breezeways/hallways, laundry rooms, mailbox areas, common areas, and trash areas to ensure cleanliness and conformity to Fairfield property condition standards.

• Report property deficiencies to Community Manager or Maintenance Supervisor.

• Complete daily opening and closing of models, vacant show units and other amenities.

• Inspect apartments prior to move-in, ensuring that they are in move-in condition.

• Coordinate with the maintenance team to touch up or prepare units.

MARKETING

• Complete all marketing/advertising activities at the direction of the Community Manager.

• Complete weekly LRO market survey and monthly Yardi market survey.

• Assists with resident retention through renewal program and community events.

COMPLIANCE

• Participate in company required training by established deadline.

• Comply with all Fairfield standards, applicable health and safety rules and regulation, as well as applicable local, state and federal laws.

WHAT YOU'LL NEED ON DAY ONE:

• Minimum of one year experience in a customer service, sales or retail position.

• Previous leasing/customer service experience preferred.

• Experience using Yardi or other related property management accounting software preferred.

• Experience using Microsoft Outlook, Word, and Excel.

• Ability to read, write, understand, and communicate in English.

• Intermediate knowledge of Microsoft Outlook, Word and Excel.

• Strong typing skills.

• Superior customer service skills including the ability to manage difficult customers and/or situations.

• Understanding of applicable federal, state and local fair housing laws.

• Professional verbal and written communication skills.

• Strong attention to detail, organizational, time-management and problem-solving skills.

• Detail oriented; ability to manage conflicting priorities and to adjust priorities on a daily basis.

• Ability to work a flexible schedule to include weekends, evenings, and some holidays.

• High school diploma or equivalent required.

Estimated Rate of Pay:

This position is non-exempt; the range above reflects hourly rates.

The pay range displayed for this position is determined by skills and experience required, location and job complexity*. Potential job offers may vary based on the skills, education, and experience an individual candidate holds. This range reflects base rate only, and does not include allowances, perks, commissions or bonuses applicable to this position (if any). In addition to base salary, Fairfield offers all full time associates the following, upon meeting eligibility requirements:

• Paid time off, paid holidays and sick days, paid time off for volunteering activities (optional)
• Matched 401(k)
• Medical, dental & vision insurance
• Flexible spending account
• Life insurance

* Pay range is a calculation based on a midpoint price. Fairfield complies with all wage and hour laws, including minimum wage and salary exempt requirements.

Job duties for this position include: work safely and cooperatively with others, including supervisors; adhere to performance standards despite stressful conditions; communicate effectively and respectfully to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations. The material duties of this position involve access to our residents' homes, both when they are present and when they are not. The material duties of this position also involve access to the confidential information of our residents, including their financial information. Criminal history may have a direct, adverse, and negative relationship with this job duty. Pursuant to the Los Angeles and San Diego County Fair Chance Ordinances, the California Fair Chance Act, and any other applicable law, we will consider for employment qualified applicants with arrest and conviction records.