GK is recognized by the Los Angeles Business Journal as one of theMost Influential Family-Owned Businesses in Los AngelesGoldrich Kest (GK) is a diversified real estate development and management group of companies and partnerships.
Its focus is to expand its portfolio of proven and well-located properties including multi-family, industrial, retail, commercial, for-sale and congregate care through acquisition and development while providing stable cash flow to its partners and outside investors.Job SummaryUnder the supervision of General Community Manager, the Resident Relations Manager will ensure all daily operations follow all company policies and procedures and with Equal Employment Opportunity, Fair Housing and Human Rights statutes.
In addition, the Resident Relations manager responsibilities include accounts receivable functions (collections and controlling delinquency), administering and follow up of Service Request and addressing all site control issues with Community Manager and administrative functions.Essential FunctionsThis job description should not be interpreted as all inclusive.
It is intended to identify the essential functions and requirements of this position.
The incumbent may be requested to perform job-related responsibilities and tasks other than those stated in this job description.Consistently inspect community and assess condition, including market window, units, common areas, leasing office and grounds.
Inspect for any potential liabilities and immediately report.Develop and maintain Resident relations through the courtesy of on-site personnel, promptness of maintenance calls, and knowledge of community policies.Responsible for building and maintaining effective relationships with residents, as well as coordinating programs that maximize customer service.
Make the resident living experience, particularly the first and last impressions, of the highest quality.Coordinate activities and implement programs to retain residents; promote resident retention.Partner and work closely with residents, community organizations, and law enforcement agencies to achieve optimum operating results.Assist with the needs assessments and surveys conducted by the community weekly and annually.Actively reach out to the community to involve them in recreational and community programs, to include drug awareness, educational initiatives, etc.Assist with the coordination and supervision of on-site Special Resident events.In conjunction with working with Community Manager, take residents’ complaints and requests, follow-up and resolve and notify residents of action taken within 24 hours.Answer incoming calls in professional manner with care and etiquette.
Calmly assist irate callers and provide a positive customer service experience.Ensure timely and proper completion of potential and current resident files, incident reports, work orders, etc.Assist Community Manager to reinforce company objectives and encourage team participation in company-provided training such as fair housing, safety, non-discrimination and harassment prevention; adhere to all fair housing laws.Effectively handle all leasing, administrative and clerical responsibilities.
Open incoming mail and distribute accordingly.Promote a positive, growth-oriented environment for team members.Assist leasing department with renewal process, rent postings, bank deposits, rent collections and delinquencies, etc.; assists other departments as directed by supervisor.
Participates in special projects as requested by the Property Manager and/or regional staff.Maintain professional appearance as defined by the Employee HandbookOther ResponsibilitiesResponsible for performance of safety and risk management functions of the community, including submitting incident reports in a timely manner and reasonable accommodations in accordance with GK policy.Performs other duties as assigned.Materials and EquipmentThis role routinely uses standard office equipment such as laptop computers, smart phones, photocopiers, filing cabinets and other presentation materials.Knowledge, Skills and AbilitiesAbility to apply policies and procedures to solve everyday issues.Knowledge of Fair Housing and Tenant Landlord laws.Ability to work with people of diverse social, economic, ethnic backgrounds, and remain sensitive to issues facing veterans, homeless, disabled, elderly, family, and other diverse populations.Proven professional verbal and written communication skills in exchanging information with residents, corporate, and site team members.Possess professional, friendly telephone and greeting skills.
Must be self-motivated and a positive team member with effective communication and customer relation skills, internal and external.Knowledge of basic office practices and procedures.
Ability to establish priorities and coordinate work activities.
Ability to exercise initiative and problem-solving skills.Knowledge of computer systems and applications.
Demonstrate high-level proficiency in the use of Microsoft Office Programs, Internet and e-mail.
Must have prior property management software knowledge.Minimum Qualifications RequiredHigh School Diploma or equivalent (GED) required; some college coursework or bachelor’s degree highly preferred.4+ years in an Administrative, Resident Relations or related Customer Service role.2+ years of property management or real estate background.
Basic bookkeeping and general mathematical principles preferred.Proficiency in both verbal and written communication skills.CertificationsN/APhysical RequirementsThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
While performing the duties of this job, the employee is regularly required to talk or hear.
The employee frequently is required to stand, walk, use hands to finger, handle or feel, and reach with hands and arms.Working ConditionsWork is usually performed in a normal office environment where there are little or no physical discomforts associated with changes in weather or discomforts associated with noise, dust, dirt, and the like, but may be performed periodically in disaster services areas and camp settings.