Furnished Guest Service Coordinator

UDR, Inc. is now hiring a Furnished Guest Service Coordinator to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES: Responsible for supporting the UDR short term furnished rentals program and corporate housing rentals program. Accountable for communication between corporate office team, on-site associates, corporate clients, and guests to ensure best resident experience possible. Strong focus on increasing communication with corporate clients and on-site associates as it relates to all tasks associated with setting up a fully furnished home. Assist with streamlining efficiency and implementing innovative solutions. Provide exemplary customer service.

SUPERVISION RECEIVED: Reports directly to the Manager- Furnished Housing

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS:

1. Assist with all various activities related to UDR's short-term furnished rentals program and corporate housing rentals program.
2. Support strategic relationships with third party vendors for furniture, housewares, and telecom (cable internet). Complete orders/draft contracts for furniture, housewares, and telecom for each new short term furnished lease. Schedule delivery dates/times for telecom installations and furniture delivery. Facilitate elevator/loading dock reservations for furniture delivery when necessary. Create online profiles for new telecom accounts.
3. Responsible as the main point of contact and all communication as it relates to the furniture orders and telecom orders for the short term furnished program. Respond to all furniture questions/issues, telecom questions/issues between internal team members and corporate housing teams, corporate clients, Residents (Guests) and the on-site associates. Maintain all communication between internal teams, corporate client/Resident or guest and the on-site team regarding delivery/installation dates for upcoming scheduled activity, provide status updates on reported issues and communicate any related information regarding the furniture and telecom orders as needed.
4. Generate all lease documents for furnished non-corporate leases and furnished corporate leases. Send lease to authorized signer for electronic signature authorization in advance of scheduled move in date.
5. Manage and maintain master short-term furnished tracker spreadsheet. Responsible for entering all new furnished lease information to master tracker weekly. Ensure data continuity between master tracker spreadsheet and OneSite property management system by auditing master tracker to property management software and making necessary adjustments as needed.
6. Implement and maintain tracking system for each reported furniture and telecom issue(s) as a means of tracking commonly reported problems. Analyze issues reported data and make determinations based on findings of ways we can implement process improvements.
7. Responsible for ensuring each new furnished unit setup is complete prior to the scheduled move in by constant communication and follow up with on-site associates. Must confirm furniture delivery and telecom installation is successful on each new furniture unit by working with the onsite teams to walk all furnished units prior to move in.
8. Schedule maintenance requests in the property management software and as needed. Maintain communication between corporate client/Resident and the on-site teams regarding completion status and any related information to the service request.
9. Responsible for proactively communicating arrival instructions (pre-move-in) to all corporate clients and non-corporate future residents. Create and maintain a template for the arrival instructions that is specific to each property ensuring accuracy of the information and customized for each new lease and send before the scheduled move in.
10. Document properly in OneSite property management software for every lease. Update and maintain activity log in OneSite as it relates to any communication to/from applicants, current renters, and previous residents, with attention to detail in documentation.
11. Responsible for data entry of all furniture vendor information and telecom provider information inclusive of recurring monthly fees and one-time fees to master short term furnished tracker spreadsheet ensuring each lease has all required vendor information.
12. Schedule telecom disconnection dates for each short term furnished move out. After move out occurs, telecom must be disconnected within same week.
13. Manage and track all telecom equipment. Ensure highest rate of retuned equipment.
14. Provide exemplary customer service to vendors, corporate partners, prospective renters, residents, and the on-site teams that manage UDR apartment properties.
15. Work closely with internal cross-functional UDR departments to establish and streamline processes for utilities and cable/internet/local phone.
16. Execute short term furnished rental housing program tasks and corporate housing program tasks that contribute to the actualization of UDR properties budgeted/targeted occupancy and rent growth goals.
17. Work as a liaison between the property stakeholders, corporate stakeholders (sales, marketing, pricing, telecom, corporate services, accounting, legal), and short term furnished/ corporate housing residents.
18. Act as backup to short term furnished team associates as needed.
19. Assist with program structure and scope for short term furnished rentals and corporate housing rentals. Identify strategic opportunities for department growth and innovation.
20. Assist with administrative tasks associated with corporate leasing operations, including collecting rent accordance with rent due dates, utility payments and fees, delinquency reporting, bank deposits, reconciliation of resident accounts, and other clerical tasks assigned to payment collections.
21. Responsible for all corporate client payment communication, including amount, address, and timeline to send rental payments. Send ledgers upon request.
22. Responsible to scan check payments using check scanner. Post and administer rent payments to property database.
23. Posting payments to account ledger in the property management database.
24. Responsible for outbound collection efforts daily on all occupied corporate client's accounts if rent payments are not received by the due date.
25. Resolve corporate client billing issues/concerns in a timely manner applying exemplary customer service. Responsible for verifying billing addresses for all corporate leases.
26. Assist with auditing corporate account ledgers for accurate balance, charges, and fees during tenancy.
27. Actively pursue all corporate accounts with outstanding balances after move-out to increase collection efforts.
28. Assist with corporate housing insurance compliance in OneSite. Provide outreach to companies and secure updated policy provider names, policy numbers, and liability dollar amounts as policy end dates expire.
29. Collect payment for non-corporate leases prior to furniture delivery.
30. Facilitate access for vendors to buildings and units using Smart Rent upon request, for furniture delivery, pick up, and telecom installations.
31. Complete build sheets, inspections, and additional arrival forms as required by corporate clients for both furnished and unfurnished leases.
32. Perform other duties as assigned or as necessary.

PERFORMANCE REQUIREMENTS:

• Knowledge of organizational policies and procedures. Ability to apply policies and procedures to solve everyday issues. Knowledge of basic office practices and procedures.
• Meticulous organizational skills required. Must be nimble and learn quickly. A self-starter and team player, with excellent follow through. Must display a keen ability to balance the needs of internal and external customers. Bring an entrepreneurial, 'can-do' attitude to the table daily. Superb attention to detail with strong analytical skills. Flexible, with the ability to respond quickly to changes in the industry.
• Data-minded individual who will be a resourceful Company and Brand advocate, with polished interpersonal skills. People-oriented; capable of relating to and communicating with diverse personalities.
• Ability to exercise initiative, problem-solving, and decision-making skills. Capable of establishing priorities and coordinating work activities. Good reasoning skills and sound judgment, with the capacity to perform repetitive tasks with accuracy. A multitasker, who performs best in a deadline-sensitive environment.
• Knowledge of principles and methods for selling and promoting apartment properties. Must know and follow the Fair Housing laws. Capable of flexibility in office space including mobile office tools such as: a laptop computer, a tablet, and a mobile phone.
• Must demonstrate excellent reading comprehension and written composition skills. Proven exceptional communication skills, both written and verbal. Ability to work in an autonomous, self-directed environment. Competent and skilled working in conjunction with Company managers, vendors, prospective renters, residents, and associates.
• Demonstrated proficiency in the use of the internet and internet searches. Must be skilled in word processing, drafting correspondence, and memoranda. Attention to details, and proficiency with MS Office software applications required such as Microsoft Office, Word, and Excel.

TYPICAL PHYSICAL DEMANDS: Requires prolonged sitting, some bending, stooping, and stretching. Occasionally lifting items weighing up to 30 pounds. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Extensive internet research and excel documentation requires the ability to sit for long periods of time. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Normal office environment. Occasional evening or weekend work. Occasional travel in the United States to UDR properties.

EDUCATION AND EXPERIENCE:

1. Bachelor's Degree or equivalent combination of education and experience required.
2. Minimum of two years' experience working in the customer service field.
3. Minimum of two to four years' bookkeeping, A/R and/or collections experience, preferably in multifamily industry or corporate housing industry.
4. Property management experience is a plus.
5. Must have and maintain a valid driver's license unless otherwise noted.

Benefits Offered:

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Hourly Range:
* $24.03/hr. - $26.44/hr., depends on experience

Performance Spiffs:
* Eligible for monthly performance spiffs, based on various metric-related factors, adding to total compensation potential

Anticipated Close Date: March 18, 2025

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.

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