Responsibilities:
- Assume supervisory responsibilities in the absence of the Community Manager.
- Attend managers meeting whenever the Community Manager is unable to attend.
- Special projects assigned by the Community Manager.
- Lease apartments to qualified prospects using product knowledge, closing techniques, professionalism, and poise while building rapport with the customer.
- Respond promptly, with a positive, helpful, and courteous attitude, to all walk-in and telephone prospects. Enter all walk-in and phone traffic into database daily. Respond to internet leads
- Call the answering service as necessary for messages and follow up on all messages.
- Visually inspect entire property (office, models, compactor, vacants, and amenity areas) daily for cleanliness. Pick up trash and run trash compactor when necessary, and if called for, carry cleaning supplies and/or vacuum up or down stairs to apartment homes, and clean apartment to bring it up to prospect ready standards.
- Escort prospects to an apartment home and to all amenity areas, using stairs as necessary. Also drive a golf cart or other motor vehicle with prospects as passengers and operate keys in door locks and key closet.
- Follow up with all prospects by phone and in writing pursuant to PAA’s procedures.
- Accurately type all paperwork needed and enter lease agreement and any other forms into database before submitting lease files for verification.
- Verify applications and process files quickly through phone calls,
- correspondence and computer software. Submit to manager for approval prior to move-in
- Complete verification process in a timely manner. Notify applicant verbally and in writing within 24 hours if application is denied.
- Process all paperwork and set up file for move-in.
- Schedule move-ins to minimize rent loss.
- Maintain a minimum of 20% conversion ratio of total traffic.
- Follow-up within 24 hours by phone and within 48 hours in writing with a personal note to all prospects.
- Shop the competition.
- Review monthly financial reports and supporting data with Community Manager.
- Make suggestions that will maximize revenue and cash flow.
- Collect and bank stamp all rent checks daily and enter into database.
- Maintain a deposit log.
- Make deposits daily at specified bank office. Operate night drop box when necessary.
- Notify manager of any delinquent rent and prepare and deliver late rent letters to those residents.
- Prepare and deliver demand letters no later than the ninth of each month and inform manager. Prepare late rent reminders per your market qualifications as specified in the lease.
- File all dispossessory for delinquent rent through the office of the County Clerk on the tenth of the month or through designated eviction service.
- Notify resident in writing and by phone of a returned check. If payment is not
- received within 24 hours, post demand on resident’s door and file dispossessory with County Clerk or eviction service. Keep managers informed on status of dispossessory.
- Monitor cash receipts book.
- Collect money from laundry room following coin collection procedures, be sure two associates collect and count cash. Deposit money the same day it is collected.
- Open mail and date stamp invoices daily.
- Match invoices with delivery ticket and put in payables’ file and enter all invoices into database.
- Submit Invoice List and invoices to manager for approval.
- Bill residents for any miscellaneous charges such as utility charges. Follow-up on collection.
- Verify vendor statements and billing discrepancies.
- Visually inspect apartments for move-ins, move-outs, special resident requests, and turnkey inspections and follow through with any concerns.
- File all maintenance requests in apartment files.
- Consistently follow key control system, including, but not limited to, nightly back up of the system.
- Schedule and inspect apartments for turnkey service.
- Receive and acknowledge resident notices and prepare files. Collect any early termination fees.
- Write up all maintenance requests upon receipt.
- Participate in grounds walk once per quarter.
- Review monthly general inspection report with manager and participate in improvement efforts.
- Stays current on relevant market issues and competitive information.
- Other projects and duties as requested.
Customer Service Responsibilities:
- A complete clean and neat uniform must be worn when working on any PAA Property including weekends, if applicable. Personal appearance must be always clean and neat, according to PAA policy.
- Communicate with residents and prospects in a manner consistent with PAA's standards.
- Read and/or listen to resident requests/complaints.
- Receive resident complaints in a calm, open, and professional manner.
- Solve problems quickly, usually within 24 hours, or contact supervisor for immediate assistance.