Customer Experience Supervisor, Multifamily

The Company

Founded in 1925, Rudin Management Company is a multigenerational, family-owned company that develops, owns, and manages a portfolio of sustainable, diversified, best in class real estate assets and investments that create value for the communities where they exist.

Led by the third and fourth generations of the Rudin family, Rudin Management Company controls one of the largest privately owned real estate portfolios in New York City overseeing daily operations of 33 properties, including 16 commercial office buildings totaling 10.5 million square feet and 17 multifamily properties containing 4.7 million square feet. The company maintains a long-term approach to developing, managing, and maintaining timeless developments within the city of New York and is committed to reinvesting in and enhancing its properties.

Rudin Management Company prides itself on a high level of customer service to its tenants and residents, a corporate culture respectful and supportive of its employees, a commitment to Diversity, Equity, Inclusion and Access, and its sterling reputation as a corporate citizen within the City. The Rudin family has a long tradition of service and philanthropy in New York City.

For more information on Rudin Management and its portfolio, visit www.rudin.com.

The Position

Rudin Management Company seeks to hire a highly motivated, dynamic individual to join the company as a Customer Experience Supervisor. The Customer Experience Supervisor is primarily responsible for communicating with residents, addressing needs and concerns that arise, and ensuring that overall resident satisfaction is positive. The ideal candidate has 3-5 years’ experience in customer service and operations in Manhattan high-rise multifamily assets. This role reports directly to the General Manager and will support both the front and back of the house customer needs.

Responsibilities:

Customer Experience

• Delivers uncompromising customer service that builds and maintains customer excitement and loyalty

• Provides exceptional customer service to team members, residents, and customers through communication, listening, and honoring commitments

• Conducts warm calls to introduce the move-in and renewal process to all residents, provides continuous follow-up calls and written communication until each resident renews or vacates, owning the entire lifecycle of the customer

• Effectively explains lease provisions and the community policies. Demonstrates a thorough understanding of customer service expectations through the life cycle of the resident

• Responds, investigates, and solves resident concerns and complaints as they arise

• Routinely engages in proactive resident communications such as move-in and mid-lease check-ins

• Available and present in common area and lobby settings to address immediate concerns

• Schedules resident engagement events

Sales and Marketing

• Monitors, reviews, and addresses customer feedback via online reputation sources and internal resident surveys

• Solicits and obtains resident reviews from Google, Yelp, and other OLR sources

• Supports leasing of units and engages directly in leasing activities

• Monitors and responds to prospect, resident, and work order surveys

• Conducts tours and responds to inquires

• Communicates status of make readies to leasing team and ensures quality control

• Enhances sales and marketing efforts by inspecting move-ins, supporting online brand and marketing, and interacting with prospective residents

Administrative Services

• Ensures that company policies and procedures are being adhered to correctly and consistently by on-site staff

• Ensures timely completion of forms and reports

• Reports on deposit accounting in coordination with Leasing, Facilities, and Accounting

• Communicates damages to residents

• Assists with various legal document processing and communication of such to residents

• Keeps accurate records of prospective and current residents, ensuring compliance and organization for the office and facilities teams

• Walks the communities with a keen eye for detail, making note of areas in need of attention and communicating with our office and service team to ensure we are presenting a sparkling product to our current and prospective residents

Supervisory

• Training staff in areas of customer service and company policies; ensure the policies are being adhered to

• Assisting with the development and implementation of service policies, and implementation of these to staff and customers

• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff

Requirements:

• Associate’s or Bachelor’s degree

• Knowledge of Microsoft Office Word, Excel and Outlook and Property Management software (e.g. Yardi or MRI)

• Detail-oriented with organizational and analytical/problem-solving skills

• Outstanding communication skills, both written and verbal

• Strong people skills

• Excellent phone etiquette

• Ability to operate various types of office equipment, i.e., computers printers, copy machines, telephone systems, facsimile machines

• Familiarity with Fair Housing and Equal Employment guidelines and applicable local and federal laws

Total Compensation:

• The base salary range* for this position is $90,000.00 to $100,000.00 per year

• This position is eligible for a discretionary bonus

• We also offer excellent Benefits and Perks to our employees, including: Full company-paid health and dental, 401k, pension, housing and parking discounts, and wellness programs

All offered benefits are subject to the terms/conditions of the benefits plans.

*Salary may vary based on work experience, market conditions, and qualifications/training.

Rudin is an equal-opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, leave of absence, compensation, benefits and training. Rudin makes hiring decisions based solely on qualifications, merit, and business needs at the time.