Zocalo is seeking a Resident Services Coordinator for our Denver Community Located in Cherry Creek. This position is 12:00 pm - 8:00 pm Monday - Friday, with possible Saturdays if needed.
ZOCALO PURPOSE STATEMENT
BUILDING CONNECTED COMMUNITIES. Zocalo Community Development is a next-generation real estate company, joining social purpose with profitability that creates sustainable projects aligned with key demographic, market, and environmental trends.
ZOCALO VISION
Zocalo will be known nationally as an industry leader, redefining the real estate development field with an equal drive to social impact and financial success. The Zocalo brand will stand for innovation, integrity, and stewardship, evidenced by our dedication to community engagement, leadership in creating sustainable and better communities, and achievement in both profit and community-benefit goals.
Zocalo will harness the power of systems thinking in our strategy and programming, integrating planning, development, construction, and management to create places of enduring economic value, of social connection and exemplary environmental standards.
Zocalo will demonstrate operational excellence, executing complicated, intentional projects on-time and on-budget, delivering on our partners' financial expectations, and attracting a growing network of investor partners who share our purpose and values.
Zocalo will be employee-owned, creating a culture of collaboration and the ability to recruit top, national talent.
POSITION SUMMARY
The Resident Services Coordinator is responsible for supporting the overall resident experience while assisting with leasing, renewals, resident communication, and community engagement. This position plays an important role in creating a positive living experience for residents, supporting occupancy and retention goals, and helping build connected communities through exceptional service and thoughtful resident events.
ESSENTIAL FUNCTIONS AND RESPONSIBILITIES
Conduct all business in accordance with company policies and procedures, Fair Housing, Americans with Disabilities Act, Fair Credit Reporting Act, and all other laws pertaining to apartments.
Leasing and Marketing:
- Must be knowledgeable of all phases of leasing, prospect follow-up, and client relations.
- Greets prospective residents, conducts tours, presents available apartments and community amenities, and shares
Zocalo's passion for building and providing sustainable communities.
- Responds to leasing inquiries by phone, email, and online platforms in a timely and professional manner.
- Assists with prospect follow-up, application processing, and move-in coordination.
- Maintains knowledge of current pricing, availability, specials, market conditions, and community features.
- Supports occupancy goals by assisting with leasing efforts, outreach, resident referrals, and marketing initiatives.
- Actively participates in social media outreach, resident communication, and website or listing updates as requested.
- Maintains a strong understanding of local competition and area amenities to help support leasing efforts.
Renewals and Resident Retention:
- Assists with the lease renewal process, including preparing renewal offers, sending renewal communication, and following up with residents.
- Works with the Community Director and/or Assistant Community Director to support resident retention goals.
- Tracks renewal responses and helps ensure all renewal paperwork is completed accurately and on time.
- Communicates with residents regarding renewal options, lease terms, and community updates.
- Provides exceptional customer service to help create a positive resident experience and reduce resident turnover.
Resident and Vendor Relations:
- Maintains a positive customer service attitude and takes time to assist residents, prospects, vendors, and guests.
- Responds to resident questions, concerns, and requests in a timely and professional manner.
- Accepts service requests from residents and routes them to the maintenance team for prompt processing.
- Conducts service follow-up with residents once work is completed, as needed.
- Assists with resident notices, community updates, and general communication.
- Helps maintain strong resident relationships and takes proactive steps to improve resident satisfaction.
- Physically inspects the community when in the building and on the grounds, picks up litter when needed, and reports any service needs to the maintenance team.
Resident Events and Community Engagement:
- Plans, coordinates, and assists with resident events and community engagement activities.
- Plans approximately 15 resident events each month and is responsible for managing the resident events and/or marketing budget in coordination with the Community Director.
- Organizes social functions at the property and, when appropriate, at local venues.
- Helps create event calendars, resident invitations, signage, and event communication.
- Tracks event attendance, resident feedback, and opportunities to improve future events.
- Supports partnerships with local businesses and vendors to enhance the resident experience.
- Promotes a sense of community and connection among residents.
Administration:
- Maintains accurate resident, prospect, leasing, and renewal records in the property management system.
- Updates required reports or software concerning leasing activity, move-out notices, renewals, resident communication, and events as requested.
- Organizes and files applicable reports, leases, renewal documents, resident communication, and paperwork.
- Assists with move-in and move-out processes, including resident communication and file preparation.
- Supports package management, including assisting with packages left in the mailroom and delivering packages to residents' doors each evening when that service expectation is in place. Also assists with resident keys, access systems, amenities, and general front-office support as needed.
- Supports the Community Director, Assistant Community Director, and maintenance team with daily operations.
Safety:
- Be observant and report any problems that could be a hazard or potentially dangerous for residents, team members, guests, vendors, and the public.
General:
- Performs any additional duties assigned by the Community Director, Assistant Community Director, or Director of Real Estate.
- Training is to be completed within 30-60 days of hire or as requested or required.
- Must maintain a professional image through dress and appearance at all times.
- Must maintain a positive, team-focused attitude and support the overall goals of the community and company.
CORE COMPETENCIES
- Achieve or exceed leasing goals and closing ratio KPI.
- Support renewal and resident retention goals.
- Assist in achieving occupancy and revenue goals.
- Provide exceptional customer service and support survey score goals.
- Plan and execute resident events that support resident engagement and satisfaction.
- Maintain accurate resident, prospect, leasing, renewal, and event records.
- Communicate clearly and professionally with residents, prospects, vendors, and team members.
ADDITIONAL REQUIREMENTS
- Working knowledge of computer software, photocopier, and office equipment.
- Ability to meet deadlines and follow through on assigned tasks.
- Highly organized, able to multi-task, make schedules, document events, and maintain accurate records.
- Team player, even tempered, tactful, and appropriately assertive.
- Informs others of plans, actions, and follows through on commitments.
- Supportive of the company purpose and the goals of the project.
- Must be comfortable interacting with residents and prospects in person, over the phone, and through written communication.
- Reference verification, a criminal background check, and drug test are required. Employment offer is conditional on the favorable results of each.
EDUCATION AND EXPERIENCE
- HS diploma or equivalent.
- Previous experience in property management, leasing, hospitality, customer service, or event planning preferred.
- Must have basic computer knowledge.
- Experience with property management software preferred.
MENTAL & PHYSICAL REQUIREMENTS, WORK ENVIRONMENT
Mental Requirements:
Must be mentally adaptable and able to react favorably in stressful and potentially confrontational situations. Must be able to communicate well and provide clear, consistent communication to residents, prospects, vendors, and team members. Must be able to adapt to varied situations on a daily basis.
Physical Requirements:
Stand and walk or sit alternatively depending on specific needs of the day. Estimate 50% of time is spent on feet, and 50% is spent sitting at desk.
- Have occasional need (1% to 33% of the time) to perform the following physical activities:
- Bend/Stoop/Squat - pick up litter, filing, event setup
- Climb Stairs - show and inspect property
- Push or Pull - open and close doors, cabinets, event materials
- Reach Above Shoulder - retrieve supplies
- Have frequent need (33% to 66% of the time) to perform standing and walking activities related to leasing, resident events, inspecting, and presenting the property.
- Constant need (66% to 100% of the time) to perform the following physical activities:
- Writing/Typing - corporate, interoffice, resident, prospect, and event communications
- Grasping/Turning - telephone, door knob use
- Finger Dexterity - operation of office equipment
- Lifting/Carrying, including paperwork, deliveries, event supplies, files, and miscellaneous items:
- Over 25 lbs. - Rare need, less than 1% of the time
- 20-25 lbs. - Occasional need, 1% to 33% of the time
- Less than 20 lbs. - Frequent need, 33% to 66% of the time
- Under 10 lbs. - Constant need, 66% to 100% of the time
Vision Requirements:
Constant need (66% to 100% of the time) to complete forms, read and review reports, view computer screens, and review a wide variety of correspondence.
Hearing Requirements:
Constant need (66% to 100% of the time) to communicate over telephone and in person with residents, prospects, vendors, and team members.
Speaking Requirements:
Constant need (66% to 100% of the time) to communicate over telephone and in person.
Driving/Traveling Requirements:
Occasional need to utilize personal transportation to inspect the surrounding neighborhood, visit local businesses for resident event partnerships, attend outreach opportunities, or visit the corporate office.
Working Environment:
Indoors 66% to 100% of the time; occasionally outdoors in various weather conditions for tours, inspections, outreach, and resident events.
Reasoning Development:
Must be able to apply principles of logical thinking to define problems, collect information, establish facts, draw valid conclusions, and take appropriate action. Must be able to communicate ideas, updates, and goals to a diverse group of residents, prospects, vendors, and team members.
Pay: $26.00 - $27.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
Education:
Experience:
- Leasing/Hospitality: 2 years (Required)
Ability to Commute:
- Denver, CO 80206 (Required)
Work Location: In person
