Customer Care/Leasing Hybrid Associate

As the Customer Care/Leasing Hybrid Associate, you will play a crucial role at GHP. Your mission will be to create the greatest possible living experience. You will be the “face” of the company and responsible for making an extraordinary long-lasting first impression. You will serve as the first point of contact for all resident interactions onsite and for our prospective residents. It is you who will be the driving force in helping them find the best place to call home. As a successful Hybrid Associate, you will demonstrate a professional and friendly personality, with an uncompromising desire to deliver an exceptional resident experience.

The ideal candidate will have an outgoing and friendly personality, as well as an entrepreneurial mindset.

REPORTS TO: Community Manager

ESSENTIAL JOB DUTIES:

Customer Service:

• Acts as first level of contact for all resident inquiries, service requests and concerns
• Creates a sense of community and an outstanding living experience for residents
• Resolution driven and promotes positive, proactive resident relations
• Mediate residents’ conflicts and provide recommended alternative solutions to management for consideration
• Efficiently handle resident requests and complaints
• Contributes to resident retention efforts through service delivery and participation in resident events and resident outreach
• Assists with all inquiries including move-in process, resident requests, follow-up, administration, renewal process and move-out process
• Provide a memorable leasing experience for prospective residents through completing creative and personalized tours.
• Assist with all prospect inquiries including application process, tour coordination, lease administration, approval process, and move-in process to ensure the new resident has the best move in experience attainable.
• Work closely with the Community Manager and our Service Team to ensure the resident moves into an apartment home that is welcoming and ready for move-in to the company’s highest standards.
• Demonstrate service excellence by being a role model for company values, our employee promise, policies and initiatives.

Sales and Marketing:

• Plan and host community events
• Contributes to the resident renewal process by acting in a sales capacity to present renewal options to resident
• Maintain a working knowledge of all community features and benefits and ensures these are showcased during the sales process with all prospects.
• Demonstrate a sense of urgency when making appointments for future residents to visit the community.
• Continuously reaches out to potential residents with tailored updates - from the ideal floorplan they’ve had in mind to the best restaurant in the neighborhood.
• Create a pipeline of prospects by ensuring all leads are followed up and addressed.
• Adhere to sales and occupancy goals, and service standards, by consistently delivering a strong closing ratio.

Operations:

• Maintain a working knowledge of all lease documentation and resident guide policies and procedures (e.g. Fair Housing guidelines, renter’s insurance policy, lease forms and agreements, etc.).
• Able to communicate leasing qualifications to prospective residents.
• Follow the GHP hospitality standards by insuring the 'model' apartments and target apartments are ready for show (e.g. cleanliness, WOW fridge, green apples).
• Organize resident and property files.
• Input resident and other pertinent information into Yardi accounting system.