Resident Service Coordinator - Lincoln Common

When you join Hines, you will embark on a career journey fueled by vision and guided by leaders who set the standards of our industry. Our legacy is rooted in innovation and excellence, earning us a spot on Fast Company’s esteemed annual list of the World’s Most Innovative Companies, as well as recognition as one of U.S. News & World Report’s Best Companies to Work For in 2024. Discover endless opportunities to grow and make your mark at Hines.

We’re creating places people are proud to call home and supporting teams who take pride in delivering hospitality-focused experiences every day all while building lasting, meaningful careers along the way. Backed by Hines, a global real estate investment, development, and property management firm, Hines Living is one of the firm’s highest-conviction growth priorities, expanding rapidly across North America. Come grow with us!

As a Resident Services Coordinator at Lincoln Commons with Hines, you will play an integral role in demonstrating a 5-star resident and guest service experience in every interaction. You will exemplify extraordinary customer service skills as you provide prompt responses and showcase your vast knowledge of local entertainment and restaurant venues. Your possessing of in-depth familiarity of the local businesses will be vital to your success. Reporting to the Community Manager, the Resident Services Coordinator is insightful, helpful, and understands the value of good service. Responsibilities include, but are not limited to:

• Handles and resolves customer complaints. If unable to resolve independently, acts as a liaison with Management team to resolve inquiries/complaints
• Responds within 24 hours to residents’ incoming requests via telephone, email, or postal mail
• Provide a personalized experience, with emphasis on care and convenience for our future and current residents
• Engage with residents, fostering an ongoing, positive relationship while confirming their expectations are being fulfilled
• Respond to resident complaints and concerns in a timely and professional manner, making sure every situation handled ends with gratification
• Identify, communicate, and implement opportunities to improve resident experience and service
• Supports Hines culture and encourages an empowering environment to achieve top prospect survey results and social media reviews
• Assists maintenance team with coordination of preventative maintenance schedules, planning and notifications
• Supervises certain contract obligations
• Carries out other duties as assigned by Community Manager
• Manages all reservations for reservable amenities, including the sky lounge, guest suites, and loading dock
• Responsible for accounting responsibilities including invoice uploading, approving, and all incoming physical mail management
• Responsible for supporting the monthly reporting process including accruals and variance comments as applicable
• Will support the Assistant Property Manager for some commercial management support including vendor contract management and retail leasing support
• Assist in the resident renewal and move-out process

Must currently hold or obtain a real estate leasing agent license for the state of Illinois within 120 days

Minimum Requirements include:

• High school diploma or GED from an accredited institution required

• Must have excellent customer service experience with ability to pass fair housing exam

• Must have at least two years relevant experience

• Two or more years’ experience in receiving and resolving customer service concerns/disputes

• Hospitality experience a plus

• Ability to effectively communicate both written and verbal

• Ability to work independently without direct supervision

• Must have knowledge of operations software used at the property level; Outlook, Internet software, Office 365, including Excel and Word 

• Ability to meet the highest attendance and punctuality requirements

• Ability to visually inspect building, including the garage and roof areas

• Ability to climb up and down stairs for inspections and emergency procedure practice or implementation

• Ability to physically withstand long working hours

• Ability to detect emergency alarms - auditory and/or visual

• Ability to use olfactory, auditory, and visual senses

• Able to work weekends and overtime as job requires

• Compensation: $26/hr - $34/hr 

At Hines, we strive for excellence as a leading global real estate investment manager, driven by our by our belief that real estate is fundamentally about people. Our diverse portfolio spans $93.2 billion¹ of assets across such property types as living, office, retail, mixed-use, logistics and life science projects – all designed to enhance value, connection and inspiration. Our strategic approach integrates local expertise with global knowledge, taking calculated risks aligned with our convictions to exceed expectations and tailor solutions to our clients' needs.

While our projects are renowned for enhancing cities and pioneering sustainable practices, we recognize that the true driving force behind Hines' success is our 5,000 dedicated employees in 30 countries who draw on our 65-year history to build the world forward. This is why we prioritize investing in our people, offering comprehensive training, competitive compensation, robust benefits and generous vacation packages. By centering our focus on the growth and wellbeing of our team, we cultivate an inclusive environment where everyone, including our clients, can thrive.

Hines is proud to be named to Fast Company’s prestigious annual list of the World’s Most Innovative Companies for 2024. ¹Includes both the global Hines organization and RIA AUM as of December 31, 2023.

We are an equal opportunity employer and support workforce diversity.

No calls or emails from third parties at this time please.