Resident Services Coordinator - Pinnacle

Position: Resident Services Representative Status: Non Exempt

Reports to: Assistant General Manager

POSITION OVERVIEW: The Resident Services Coordinator (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.

Shift Availability:

• Saturday & Sunday 7am to 3pm
• Wednesday & Thursday 3pm to 11pm.

Hourly Wage - $20.00 - $22.00

What We Offer

• 401(k) Matching
• Paid Time Off & Paid Training
• Sabbatical Leave
• Referral Program
• Employee Discounts & Assistance Programs

Job Posting Ends on 4/11/25 or until position is filled

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
  • Update the Daily Handover Report with all pertinent information
• 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
  • The Pinnacle Policies and Procedures

Knowledge/Skills and Experience