Pinnacle Resident Services

JOB DESCRIPTION

Position: Resident Services Representative Status: Non Exempt

POSITION OVERVIEW: The Resident Services (RS) staff position is responsible for delivering the highest level of customer service to the residents and their guests 100% of the time. The RS staff interacts with residents to provide assistance and information in response to inquiries, concerns and requests relating to the amenities and services offered at the Pinnacle. RS staff members shall exemplify a positive, professional, safe and fun work environment. This position is Sat & Sun 7am to 3pm. Occasionally this position will fill in for other staff members when they are out.

SUMMARY OF RESIDENT SERVICES RESPONSIBILITIES:

• Deliver the Pinnacle services to residents and guests per the Amenities/Services Offering Summary
  • Delivery shall be by telephone, electronically or face to face
  • Provide these services in a professional, respectful, timely & positive manner
  • Assure compliance with Pinnacle Policies and Procedures
• The RS staff shall strive to achieve the following standards 100% of the time
  • Present a professionally dressed appearance in accordance with Pinnacle guidelines
  • Present a clean and well groomed appearance
  • Present a positive and non defensive attitude with all residents, guests, vendors and staff
• Assure proper security for the residents, their guests and the facility
  • Monitor the property via security cameras as well as first hand observation
  • Assure that guests and vendors login and escort procedures are adhered to
• Resolve resident and guest problems, issues, inquires and concerns
  • Obtain all relevant information in order to fully understand the situation
  • Seek appropriate assistance as necessary
  • Resolve the situation to the satisfaction of the resident
  • Follow up with the resident, where appropriate, regarding closure or next steps
• Report/log all maintenance requests, including those from residents, staff, and observations
• Conduct daily property walks, as assigned, and report/log all maintenance, landscape, facility and security issues observed
• Update and maintain The Pinnacle operations and resident information and communication system.
  • Assure accurate resident, guest and vendor information
  • Assure accurate scheduling (enter the date, are, event and special requests)
• Handle all emergencies according to the propertys Emergency Response Plan (ERP), Standard Operating Procedures and by calling 911 when appropriate
• RS staff shall be well versed with
  • The Amenities/Services Offerings at the Pinnacle
  • The Pinnacle Policies and Procedures

• Some experience in customer service / administrative field i.e. hotel, property management, and receptionist. High School Diploma or equivalent.