Job Description

As our Concierge, you are our brand ambassador as the first person future and current residents see when they come home. As an essential member of our community, you will provide outstanding customer service through personalized services to our residents. Your superior customer service, knowledge of procedures, and performance of essential functions as they relate to the care and convenience of the community will enhance the quality of living experience to our residents. Your commitment to be outstanding, do what matters, take care, stay curious and live the truth distinguishes the living experience provided at a Dweck community.

In a typical day, you will:

• Engage residents and guests with genuine care, warmth, and hospitality.
• Answer phones with enthusiasm and make warm transfers to appropriate person.
• Listen well and take ownership of resolving issues, seeing them through and closing the loop.
• Promote the community by understanding competitive advantages and basic leasing information.
• Support office and service teams with administrative tasks such as insurance entry, audits, notices, and follow-ups.
• Track preferences in CRM memos for surprise and delight or tangible apology moment opportunities.
• Create moments that matter/go above and beyond where the resident is not just satisfied but happy with service.
• Manage building entries to ensure security and to avoid any solicitation.
• Answer questions or research answers and provide responses
• Plan and participate in hosting events to create a sense of community
• Volunteer and give back to the communities that we work and live in
• Ensure curb appeal, across the community, including parking lot, garage, entrances, amenity space and common areas.
• Assist the office with renewal or wellness check-in calls
• Communicate escalations, issues, and upcoming events in shift log and verbally to team members and management.
• Participate in team events and meetings to develop and maintain team relationships.
• Receive incoming packages and inform residents of package delivery
• Audit packages weekly and manage resident pick up of mail or packages
• Ensure certified mail or perishable packages receive immediate attention and follow up.
• Approve, reserve and prepare amenities/guest suites.
• Provide services such as: dry cleaning, restaurant reservations.
• Maintain Visitor Log and provide parking passes.
• Be an area expert and be knowledgeable of local area events, restaurants, theaters, entertainment, banks, grocery stores.
• Be a networking liaison, partnering with local businesses to offer VIP services and special discounts.
• Address service requests and set expectations with residents.
• Make follow up calls to ensure resident service order is completed to their satisfaction.
• Encourage social media reviews with excellent service provided.
• Verify noise concerns and address promptly.
• Maintain an up-to-date list of emergency contacts for the community.
• Know and implement emergency procedure; be aware of all emergency exits and provide direction to residents as emergencies occur.
• Manage all Key Track/Handy Trac, Knox box locations, know the process for locks outs and maintain elevator keys.
• Monitor cameras, report any suspicious activity to security or authorities.
• Track any incidents in Yardi Concierge within 24 hours.
• Complete all assigned learning and sign up for additional learning.

As a Dweckster your commitment to represent and promote Dweck, our culture and core values contributes to make us a best place to work and live at by:

• Approaching work with a positive spirit of cooperation and good will to each other.
• Improving and enhancing the customer experience to our residents, prospects, vendors, and partnerships.
• Actively participating in creating an environment of acceptance and respect to a diverse, equitable and inclusive work environment.
• Identifying and articulating personal motivators and harnessing personal motivation to set and achieve goals for personal and professional development.
• Professionally communicate by verbal and written manner clearly, concisely, and appropriately.
• Working with integrity to deliver quality work based on our standards.
• Effectively managing your workday by using time intentionally and productively.
• Honoring your commitments to be a dependable individual and team player.

Requirements

Part-time Concierges: It is required to attend Dweck's New Hire Orientation which is held on a Tuesday. Orientation is a full paid day, 9am-5pm, at our Headquarters office in DC. By accepting our offer of employment, you are agreeing to attending orientation. This will allow us to meet and get to know each other while you enjoy a fun day learning about our values, culture and company excitement!

We’re looking for:

• High school diploma or GED
• Experience in a living, retail, travel, or hotel environment
• The ability to lift up to 25lbs
• Clear and professional verbal and written communication
• Stellar customer service, organizational, and people care skills
• Computer savvy to use Microsoft Office, Yardi and internet

Enjoy a variety of perks and benefits including:

• Money - Competitive pay and bonuses, Team Member Referral program.
• Wellness - Comprehensive health, dental and vision insurance, life/AD&D, short-term/long-term disability.
• Paid time off - holidays, vacation, sick, and bereavement.
• Retirement - Company matched 401K.
• Perks - Apartment home discount, training programs, team building events.