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Resident Experience Specialist

Property Management | WASHINGTON, DC | Full Time

Job Description

Resident Experience Specialist - Ditto Management
Washington, DC

 

ABOUT THE COMPANY

Ditto Management is a new subsidiary of Ditto Residential ("Ditto"), an 11-year-old, cutting-edge residential real estate development firm based in Washington, DC. We launched our management arm in Fall 2019, and we are looking for A-Players to join our team and build out our operation. 

Our residential multifamily portfolio currently consists of over 140 units across four buildings, three of which are co-living communities. We’re committed to providing exceptional service and a top-of-the-line living experience by our dedicated, hands-on management team.  Our goal is to positively affect our residents’ lives on a daily basis with a brand that represents better living. We are a growing firm of gifted and diverse individuals that is seeking a Resident Experience Specialist to join our team. We will be launching an exciting NEW residential brand in the next 12 months and are looking for team members to join us on the ground level.   

 

POSITION SUMMARY 

Reporting to our Senior Property Manager, your focus is the happiness of our residents. We are looking for a self-motivated, highly organized, customer-focused individual to work with residents from lease execution to the day they leave our portfolio. You will be the face of Ditto Management, emanating our brand through all interactions; playing a crucial role in resident retention and reputation management. 

As a member of our new company and property management team, you will also have the exciting opportunity to shape the Ditto resident experience. You will create processes, build relationships with new partners, and identify resident pain points and implement valuable solutions. 

This person should have excellent communication skills and enjoy talking on the phone/calling/texting with residents, as well as meeting residents at the communities, leading resident activities, and coordinating partnerships and perks. 

This is a full time position and requires some non-traditional hours. We’re looking for a team member who is excited to shape Ditto’s residential experience and eager to grow with the department as our company expands. We will take all backgrounds into consideration for the right fit. 

 

RESPONSIBILITIES 

  • Serve as the first point of contact for all resident inquiries and maintenance requests

  • Provide clear, efficient communication and ensure all complaints are handled promptly and appropriately

  • Maintain multiple avenues of communication with residents: online portal, email, phone and text

  • Work with the Senior Property Manager to manage vendors and execute all maintenance requests, providing residents with ample communication and status updates 

  • Develop and standardize new resident procedures, ensuring a smooth transition for all new residents and providing a clear overview of benefits, programs, and responsibilities 

  • Seek out creative ways to delight residents 

  • Coordinate move-in day logistics and provide on-site new resident orientation, ensuring  all move-in appointments are completed and all apartments inspected and compliant with established standards prior to move-in

  • Develop and standardize move out procedures, including notice and renewal communication and management

  • Conduct resident feedback surveys and/or interviews

  • Draw on first hand experience and interview results to address resident pain points or outdated procedures, working closely with the Senior Property Manager and Marketing teams 

  • Research and implement partnerships and resident perks

  • Manage portfolio wide communication and updates 

  • Plan and coordinate resident events and activities 

  • Maintain an excellent customer service relationship with residents, vendors, co-workers and the community

Each duty must be performed with the focus and accuracy it requires. Reasonable accommodations may be made to enable individuals with disabilities to perform the job’s essential functions. 

 

PERSONAL ATTRIBUTES AND VALUES

This individual must be comfortable working with a small, high-performing team and thrive in a team oriented environment while embracing the broader priorities and culture of the firm. S/he must cultivate and develop strong relationships with residents and vendors. S/he must derive authentic satisfaction from making others happy, with a passion for spending time with and getting to know people from all walks of life. S/he must be able to balance empathy and professionalism, responding to residents in a calm, rational way and setting realistic yet positive expectations across the portfolio.

This individual should have a proven track record of customer service, a high level of integrity, and an openness to new ideas. We are looking for someone with a zeal for life and a desire to make others happy. S/he will recognize the power of the lifestyle brand and tell that story to residents in a captivating manner in order to truly leverage its value. 

 

REQUIREMENTS

  • 1+ years in customer service, client relations, hospitality/restaurant industry, or account management. 

  • Excellent customer service skills. 

  • Highly organized and detail oriented with strong time management skills. 

  • Proactive mindset, with the ability identify issues and a drive to create solutions.

  • Excellent verbal and written communication skills.

  • Ability to lift/move items +30 lbs .

  • AppFolio or Customer Relations Management software experience is a plus! 

 

WHAT WE OFFER

Salary commensurate with experience. This is a Full-Time position with opportunity for commission. Benefits package including health, dental and vision insurance, 401(k), a collegial atmosphere, and a commitment to building a culture of wellness and well being. Ditto is an equal opportunity employer.

 

TO APPLY: 

Submit resume and cover letter. Portfolio’s and personal websites are optional.