FlexOps Resident Specialist

The FlexOps Resident Specialist is a dynamic and customer-focused professional who supports multiple communities across Southern California, ensuring exceptional resident experiences while fostering team collaboration and operational efficiency. This role requires flexibility and travel between properties based on business needs, providing mentorship and guidance to enhance resident engagement and overall community success.

A successful Resident Specialist exhibits a professional and approachable demeanor, proactively resolving resident concerns while reinforcing company culture and service excellence.

Reports to: Property Operations Manager

HOW YOU WILL CONTRIBUTE:

1. Resident Experience, Lease Renewals & Customer Service: * Serve as the primary point of contact for resident inquiries, service requests, and concerns, ensuring prompt resolution and follow-up. * Set a Service Excellence standard and inspire teams to deliver top-tier customer experiences. * Oversee and coordinate seamless resident move-in and move-out processes, ensuring all logistics (keys, parking assignments, move-in packets) are handled efficiently. * Mediate resident conflicts and provide thoughtful, solutions-driven recommendations to management. * Promote a strong sense of community by fostering engagement and addressing resident needs with empathy and professionalism. * Assist with lease renewals and retention efforts at assigned properties, ensuring high renewal rates and resident satisfaction.

2. Sales, Marketing & Community Reputation: * Actively manage the community’s online reputation by responding to Yelp, Google, and ApartmentRatings.com reviews, ensuring a positive brand presence. * Encourage satisfied residents to share their experiences online to enhance the property’s reputation. * Assist with leasing efforts, including showcasing properties, conducting tours, and following up with prospects. * Support lease renewals and resident retention initiatives to maintain high occupancy rates.

3. Operational Support & Compliance: * Work closely with Community Managers and Service Managers to ensure smooth daily operations and clear communication between teams. * Conduct daily meetings with the maintenance team to coordinate move-in/out inspections and unit readiness. * Regularly walk the property to ensure common areas and amenities are well-maintained and operational. * Schedule and follow up with vendors to confirm timely and satisfactory service completion. * Ensure enforcement of parking assignments and community policies.

4. Financial & Administrative Responsibilities: * Assist the Assistant Manager with ledger reviews, resident payment reminders, and notices (e.g., PQ notices). * Process and track resident payments, ensuring accurate record-keeping and timely follow-ups on delinquencies. * Manage and close work orders in the system, conducting resident follow-up calls to confirm service satisfaction. * Process invoices via PayScan and route them to Community Managers for approval. * Maintain up-to-date knowledge of GHP Management policies, Fair Housing regulations, and community guidelines. * Report any unusual or critical incidents involving residents or property conditions to the Community Manager.

5. Team Collaboration & Leadership: * Foster a positive team environment, offering support and mentorship where needed. * Work independently while ensuring alignment with property management and corporate expectations. * Help train and guide team members to enhance service delivery and resident relations. * Ensure resident lounge and refreshment areas are stocked and maintained.

• Customer-Centric Mindset - Passion for delivering exceptional resident experiences in a fast-paced environment.
• Leadership & Mentorship - Ability to inspire and support teams to achieve customer service excellence.
• Problem-Solving & Conflict Resolution - Uses logic and diplomacy to identify solutions and resolve resident concerns effectively.
• Communication Skills - Clearly and professionally conveys information in person, over the phone, and in written communications.
• Organizational & Project Management - Manages multiple priorities efficiently, ensuring timely completion of tasks and responsibilities.
• Technology Proficiency - Comfortable using property management software (Yardi, Knock, etc.) and general office applications.

PROFESSIONAL REQUIREMENTS:

• High school diploma or equivalent required; college degree preferred.
• 2-5 years of experience in customer service, property management, or a related field.
• Knowledge of Fair Housing regulations is preferred.
• Proficiency in property management software (e.g., Yardi, Knock) is a plus.
• Strong problem-solving skills and ability to work independently.

PHYSICAL REQUIREMENTS:

• Regular and physical attendance is required.
• Frequently move, traverse, and ascend/descend stairs within apartment homes and community
• areas.
• Regularly bend, stoop, reach, and lift up to 25 lbs.
• Prolonged periods of standing or sitting.
• Frequently operate office equipment such as computers, printers, and telephones.
• Work in both indoor and outdoor conditions as needed.
• Must be able to travel to sister properties across Southern California.
• Ability to pass a background check and drug screening.

COGNITIVE OR MENTAL REQUIREMENTS:

• Reading;
• Writing;
• Strong math skills;
• Ability to communicate clearly;
• Ability to deal with complex issues;
• Attention to detail; and
• Ability to prepare financial and related reports., * Must have unrestricted work authorization to work in the United States; and
• Must be willing to submit to a background investigation.