Resident Services Coordinator

Description

Job Description – Resident Services Coordinator 

Job Summary: 

Redstone, a Burlington, VT-based real estate development and property management firm, is seeking a Resident Services Coordinator to help support and enhance customer service and the resident experience. This position is ideal for a resourceful, adaptable individual who thrives in a fast-paced environment and can seamlessly shift focus to meet the team's evolving needs each day. Candidates should demonstrate strong organizational skills, keen attention to detail, and the ability to think strategically and understand broader objectives. We are looking for an enthusiastic and self-motivated individual to join our team! 

Reports to: Senior Resident Services Manager 

Supervises: None 

Wage Status: Non-Exempt; 40 hours/week  

Pay Range: $22-24/hour

Job Responsibilities: 

Specific responsibilities will include (but not be limited to) the following: 

• Provide front-line customer service by answering office phones, responding to emails, assisting walk-in residents, and handling resident services and leasing inquiries.
• Manage voicemail triage and ensure prospect and resident inquiries are addressed promptly or directed to the appropriate team member.
• Keep residential communities informed of building-wide inspections, planned maintenance work, and other important community updates.
• Develop, maintain, and distribute resident-facing resources, including FAQs, newsletters, welcome packets, and move-in condition reports.
• Assist and support the Senior Resident Services Manager with resident outreach and support efforts.
• Provide administrative and operational support to the Leasing team as needed.
• Maintain and regularly audit residential callbox directories to ensure accuracy.
• Process resident requests related to pets/service animals, parking, storage, and key issuance.
• Coordinate key and parking pass distribution to residents.
• Follow up with residents to assess satisfaction with completed maintenance services and identify opportunities for improvement.
• Assist with community events, resident engagement initiatives, and special projects.
• Exercise sound judgment and maintain a thorough understanding of company policies, procedures, and property operations.
• Exhibit adaptability, sound judgment, and quick thinking to respond to the needs of prospective and current residents.
• Deliver exceptional customer service while fostering a welcoming, responsive, and community-focused living environment.   

Essential Qualities for Success:

At Redstone, we operate as one team with a shared commitment to excellence and our core service values: Safety, Courtesy, Efficiency, and Pride of Place.  Our ideal candidate will demonstrate:

• Strong customer service orientation and communication skills.
• Flexibility and adaptability in a dynamic work environment.
• Self-motivation and accountability.
• Self-management of multiple projects at one time, with frequent interruptions.
• Composure in stressful situations.
• Exemplary computer skills, especially in the Microsoft suite.  Yardi Voyager experience is a plus.

Additional Requirements:

• Attendance is an imperative job function – both during normal work hours and when unexpected demands arise. 
• Employees must fulfill the performance standards of this position and comply with policies, rules, and procedures of the company, including those set out in the Employee Handbook or otherwise communicated (verbally or in writing) to employees. 
• Other duties may be assigned as they arise. 
• Must pass a criminal background check. 

Benefits:
Redstone offers a competitive benefits package including: 

• Medical, vision, and dental insurance plan 
• 401K match 
• 3 weeks paid vacation to start and can earn up to 5 weeks
• Paid sick leave
• Paternity and maternity leave
• Twelve paid holidays and a paid day off on your birthday