Resident Experience Officer - 222 Broadway, New York, NY

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Overview Rose Associates is a recognized market leader in multifamily and mixed-use real estate. Based in New York City, we own, develop and operate leading properties in urban markets from Philadelphia to Boston and across all residential asset classes, including market, regulated, workforce and affordable housing. Our dynamic services platform spans development, construction, property and asset management, leasing, marketing and accounting/financial operations. We partner with private owners and institutional investors globally to develop and operate some of the most iconic assets in our markets. We rely on technology and the deep expertise of our team to consistently outperform the market in the operation of more than 30,000 units across some 250 properties in the most challenging housing markets in the country. For the past three years, Rose has been the top-rated manager for resident satisfaction in the United States on the Kingsley Surveys platform (peer group of firms with 10-30,000 units being surveyed).

Established in 1925, Rose Associates possesses a century of real estate expertise and an impeccable reputation for excellence and integrity. Today a woman-owned business led by CEO Amy Rose, we are committed to a corporate culture of belonging and inclusion that is widely admired in the industry. As we expand across the Northeast, Rose is providing opportunity for our team members to grow their careers in an environment of respect and support. Join us on the forefront of innovation and growth – Rose Associates is where excitement meets opportunity! As a Resident Experience Officer, you will be responsible for providing superior customer service to all perspective residents, current residents and property staff utilizing in-depth knowledge of the property and its functions. You will act as the physical counterpart to our digital app, assisting residents and promoting a quality, living experience across the board. Each day will be unique, requiring an ability to prioritize, multitask, think creatively, take initiative, and communicate effectively.

We are looking for an eager and driven individual, willing to take on the responsibility of shaping the residential experience and community at our property. The Resident Experience Officer role is for someone who is passionate about making a change and being at the forefront of an industry shift.

Essential Job Functions

Deliver 5-star service and support to every resident

• Resident onboarding support
• Plan/ Execute resident events
• Book and manage resident services
• End-to-end communication and support with residents (Mobile doorman, email, in-person)
• Amenity walks
• Handle resident issues, including but not limited to neighbor disputes, maintenance repair orders and resident requests.
• Track resident engagement and participation for events utilizing surveys and social media.

Resident Experience Officer additional responsibilities

• Work with on-site team as the liaison between the residents and the on-site team
• Identify areas for improvement and offer suggestions to improve efficiency and productivity
• Provide support to property team as needed (amenity memberships) Knowledge, Skills, Abilities
• Proficient in Microsoft office, Canva, property management platforms (Yardi) and database management programs to complete required reports
• Previous experience in community building and customer service
• Previous experience in the multi-family rental industry and/or desire to learn the industry
• Ability to multitask and think outside the box
• Ability to make connections with local neighborhood vendors.
• Must be present on-site and be able to move throughout the building to address community-related matters, including exceptional communication skills to meet with tenants, staff, vendors and visitors.
• Ability to ascend and descend stairs and be comfortable with exposure to varying environmental climates and circumstances.
• Position may be required to perform duties outside their normal responsibilities as needed.

Qualifications

• Must be able to push, pull, lift, carry, or maneuver weights of up to ten (10) pounds independently and twenty-five (25) pounds with assistance.
• Must be able to work a flexible work schedule, which includes nights, weekends and/or holidays.
• Rare or occasional travel may be required to attend business meetings, training classes, or other situations necessary for the accomplishment of some or all the daily responsibilities of this position.
• Proficiency in navigating computers and community management software, including Microsoft Office, iLuvLeasing, On-Site, Elise AI, RentCafe and Yardi.
• Work authorization (required)

In addition to base compensation, significant incentive pay and full benefits packages are available.

Annual salary range - $90,000 - $100,000