Property Technology Coordinator

UDR, Inc. is now hiring a Property Technology Coordinator to join our team at our corporate office in Highlands Ranch.

GENERAL SUMMARY OF DUTIES: Manage and coordinate the various aspects of property related technology deployments (managed in a non-customer facing setting), via electronic means such as through phone, text, email and UDR's customer relationship management system (CRM).

The Property Technology Coordinator will be accountable for an assigned portfolio to provide superior customer service to residents while providing project coordination and support for technology deployments on property.

SUPERVISION RECEIVED: Reports directly to Manager - Property Technology

SUPERVISION EXERCISED: N/A

ESSENTIAL FUNCTIONS: Incumbent in position may or may not administer all primary work tasks listed below. Operational factors within assigned portfolio will play a critical role in the primary work assignments.

Customer Service

Provide the best standard of quality and service through resident relations:

1. Provide timely "Permission to Enter" notifications to residents at properties that are installing technology in units.

2. Answer virtual resident and guest questions professionally and timely via text, email, and within the customer relationship management system (CRM), for multiple sites during the project duration.

3. Handle and communicate with site teams, corporate and vendor project teams, resident escalations ensuring issues and concerns are resolved and/or addressed immediately.

4. Upon project completion, position will hand over customer relations and "lessons learned" to onsite staff.

5. Identify and implement strategies to improve quality of customer service and provide feedback to IT project team.

6. Maintain or improve acceptable Net Promoter Score (NPS) scores and help facilitate reputation management by providing friendly, consistent, and efficient customer service to residents.

Manage and complete a variety of tasks which range from simple to complex; all of which are associated with driving and supporting community operations:

1. Serve as the primary point of contact for residents when deploying technology at properties.

2. Communicate expectations, provide follow up on task lists, and track metrics for all items in the Project Coordination pipeline.

3. Focus efforts to administer technology implementation and compliance to the IT standards by establishing metrics, procedures, and other tracking methods.

4. Administer SmartRent, a digital key system. Issue digital keys, electronically to appropriate project team members onsite during a project.

5. Partner with and provide administrative support to all project leaders within the organization relative to property technology deployments, completing all projects in a timely and efficient manner, keeping quality and consistency in mind.

6. Facilitate all IT related projects in pipeline with standardized templates, consistent reporting, checklists for implementation and information gathering and coordination as needed.

7. Perform all other duties as assigned.

PERFORMANCE REQUIREMENTS:

• Knowledge of organizational policies and procedures, construction management, and office management techniques. Ability to apply policies and procedures to solve everyday company issues.
• Understanding of overall property management. Ability to exercise initiative, problem solving and decision-making skills. Ability to establish priorities and coordinate work activities and to lead, train and mentor temporary staff.
• Comprehensive knowledge of project coordination and operations processes. Ability to develop and prepare project plans. Knowledge of the principles of project management. Ability to read, analyze, and interpret technical, strategic, and tactical reports.
• Must have the ability to manage workload, to develop efficient and effective processes that impact the entire organization, and to communicate with managers and staff at all levels of the organization. Must have a strong work ethic, integrity, and good business acumen. Ability to manage multiple projects, set priorities, exercise sound judgment, and clearly communicate goals and objectives.
• Successful demonstration of exceptional communication skills both written and verbal with an outgoing personality. Demonstrated knowledge and familiarity with community and rental property operations. Ability to work in conjunction with residents, Company managers, and associates, with high degree of polish and professionalism.
• General knowledge of computer systems and applications. Proficiency with Microsoft Applications and use of the Internet. Ability to create, compose and edit written materials.

TYPICAL PHYSICAL DEMANDS: Some bending, stooping, and stretching. Occasionally lifting items weighing up to 30 lbs. Requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate appropriate reports. Regular and consistent attendance on the job is an essential function.

TYPICAL WORKING CONDITIONS: Position is considered remote. Time commitment and schedule may vary based on the portfolio. Weekend work may be required.

EDUCATION AND EXPERIENCE:

1. Bachelor's Degree in Business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in residential properties or related business operations is required.

2. Minimum two to five years' property management experience in onsite office operations, leasing, administration, customer service.

3. Minimum two years' experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.

4. Strong attention to detail, with professional writing presentation, especially the rules of syntax, punctuation, and grammar.

5. Project management experience is a plus.

6. Proficiency with Microsoft and customer relationship management (CRM) applications.

7. Highly organized and demonstrated project management expertise. Ability to exercise initiative, problem solving, and decision-making skills. Ability to establish priorities and coordinate work activities.

Benefits Offered:

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Critical Illness Plan
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match

Hourly Range:
* $30.77/hr. - $35.57/hr., depends on experience

Bonus Potential:
* Eligible for 10% annual bonus potential, based on personal and company performance

Anticipated Close Date: November 12, 2024

UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.