Resident Services Associate – Central Operations - Atlanta, GA

• Contribute to cultivating an excellent resident experience by supporting our current residents and thoughtfully resolving requests, concerns or actions needed throughout their residency.
• Exhibit outstanding customer services skills by taking every opportunity to inquire about the resident’s experience and provide resolutions.
• Adhere to processes and guidelines for reviewing or remedying any disputes and carefully identify concerns that may hinder retention.
• Partner with Community teams and other internal teams to ensure effective communication and reinforce teamwork.

Administrative Duties

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  Serve as the front line of support for incoming resident inquiries through multiple channels.
• Effectively engage with residents over the phone or email to determine the core of their concern or need and identify the best course of action for resolution or support.
• Diligently document resident interactions and actions taken to inform team members and foster transparency and teamwork.
• Provide assistance with accounting functions, record keeping, eviction processing and reporting.
• Assist in the timely generation and delivery of renewal offers and the proper execution of renewal processing, confirm all renewal documentation is completed according to company standards.
• Assist in scheduling and completing appropriate follow-ups as needed to discover wants and needs for the future lease period, discuss any objections, and address concerns.
• Play a vital role in optimizing occupancy and ensuring maximum retention by securing renewal leases, meeting performance goals.
• Assist in executing a structured contact plan incorporating a variety of contact methods for each resident (e.g., e-mails, phone calls, text messages, etc.) to ensure the most effective communication method.
• Process notices-to-vacate in a timely manner and ensure signed document is uploaded to the property management software system.
• Properly generate and execute ad hoc notices or documentation as needed.
• Effectively overcome objections and develop solutions to overturn notices-to-vacate or convert them to transfers, both onsite and other Cortland network communities
• Assist with transfer requests by working closely with the Sales and Leasing teams in addressing the current and future resident’s needs.
• Exhibit great attention to detail by assisting the team in accurately assessing damage charges and processing final account statements.
• Abide by all Fair Housing Act standards.
• All other duties as assigned.

• Bachelor’s degree or equivalent industry experience required.
• 2+ years’ experience in a sales or customer service role
• Experience in the multifamily industry preferred.
• Excellent presentation, written, and verbal communication skills.
• Stellar attention to detail and organization skills
• Strong analytical, critical thinking and problem-solving skills
• Able to multitask and meet deadlines in a timely and organized manner.
• Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications
• This position does not include supervisory responsibilities.

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  The pay range for the position is $21-$31/hour; this position is eligible for an annual 10% bonus
• This position is classified as hourly, non-exempt and is eligible for payment of time-and-one-half the regular rate of pay for hours worked over 40 in a week
• Flexibility to work weekends and/or extended hours as needed

At Cortland, we create, reimagine, and manage apartment communities for residents nationwide. Headquartered in Atlanta, GA, we have communities and regional offices all over the country, as well as overseas. From product design and procurement to general contracting and property management, we do it all – to make sure our communities are the perfect setting for living life to its fullest.

Our success is fueled by our belief in a better life – where hospitality is always a given, each detail is worth a second thought, and every open door is a new opportunity to go beyond expectations. We come to work every day to create possibilities for people – possibilities that translate into superior living spaces and experiences designed to inspire our residents, associates, and investors to live a better life focused on what matters most to them.

Cortland is an equal opportunity employer, and we’re proud to support and celebrate diversity in the workplace. We are committed to equal consideration for all qualified applicants regardless of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, protected veteran status, genetic information, or any other characteristic protected by applicable law. If you have a disability and need an accommodation or assistance with the application process and/or using our website, please email talentresources@cortland.com or call 404.965.3988. Cortland is a drug-free workplace. Cortland participates in e-verify to verify the employment status of all persons hired to work in the United States.