Office Coordinator

Reports to: Residential Leasing Manager

FLSA Classification: Non-Exempt

The Office Coordinator role is vital to the health and success of the Residential Division of Young America Realty.  The success of this position is measured by the level of service and professionalism provided to customers, the level of support provided to co-workers, and the care taken of the front office.

Responsibilities:

·       Greets all current and prospective residents with a smile and excitement to aid in the leasing process.

·       Provides current and prospective residents with the best possible customer service to retain residents and lease properties by utilizing continuous improvement methodologies to make our processes more efficient.

·       Provides accurate information to residents and prospects in a courteous manner, completes all reasonable requests or requirements, and proactively resolves resident issues.

·       Handles incoming phone calls, emails, and online chats.

·       Audits resident accounts for accuracy.

·       Helps verify information for existing residents in AppFolio.

·       Works with the Property Manager to develop the needed information for the Leasing Specialist to send renewal offers.

·       Maintains documentation for key check-out, scanned paperwork, etc.

·       Sends communications and notifications to residents when needed.

·       Processes rental applications and works with the applicants, landlords, employers. etc. to obtain the needed information to process the rental applications; communicates with the applicants about the status of their rental application and communicates if the application is approved or denied.

·       Helps prospective residents find an available unit based on their needs and provides qualified leads to the Leasing Agents.

·       Communicates with prospects who have completed a Guest Card in AppFolio to find a rental unit for them based on their requested move-in date, requested monthly rent, requested amenities, etc.; communicates with prospects in a timely and consistent manner based on established Customer Relationship Manager (CRM) processes until a showing is scheduled and/or the lead is assigned to a Leasing Agent.

• Completes a Guest Card in AppFolio for prospects who call us and assigns this lead to a Leasing Agent.

• Schedules showings for the Leasing Agents.

• Helps manage the lead tracking spreadsheet.

• Looks for ways to improve processes and better leverage the AppFolio property management system to be more efficient and effective.

• Helps update the company website, Apartments.com, and premium leads in AppFolio based on the most recent vacancy report.

• Performs market research on residential rental specials, rental pricing, consumer demographics, and other relevant information.

• Acts as support staff to all other employees in the division.

• Occasionally assists with outside-of-office tasks at properties.

• Complies with all Fair Housing regulations and requirements.

Qualifications:

• A record of providing excellent customer service.

• Lead prospecting and closing skills.

• Marketing and social media knowledge.

• Obtain product knowledge.

• Ability to resolve complaints.

Requirements:

• Possess a high level of written and verbal skills in the English language.

• High school diploma, GED, or equivalent required.

• Have or obtain Illinois Leasing License (facilitated by the company) within 120 days of being employed.

• Proficiency with MS Office and phone systems.

• Ability to sit or stand for periods of time, climb stairs, and walk around properties.

• State of Illinois Driver’s License, Vehicle Insurance, and a well-maintained vehicle.

Schedule:

·       Typical work schedule will be Monday - Friday 8:30 AM to 5:00 PM with an occasional Saturday shift when needed. Lunch breaks are coordinated with the Residential Division staff so that the office is not left unattended at any time during regular business hours.

·       During high volume months, you may be required to work longer or varying hours. You may also, at times, be required to work irregular hours to satisfy the needs of customers.

This list is not exhaustive of all duties and responsibilities that may arise during your work period.  This position requires flexibility in roles dependent on the needs of the company.