Front Desk Agent

ROLE OVERVIEW

Role: Resident Experience Associate

Reporting to: Deputy Community Manager

Property: Cortland Cassiobury

# Of Units: 367

Amenities: Lounges, Dining, Co-working Spaces, Gym, Courtyard, and Media Room

COMPANY OVERVIEW

At Cortland, you map the story of your success. We don’t adhere to the status quo, we love outside industry perspective, and we thrive on exploring possibilities and reimagining solutions. As an innovative leader in US Build-to-Rent (BTR), our high performance continues to drive exponential growth – and we invite you to join us on our journey toward excellence. With tools and guidance to sharpen your skills, you can forge your own career path, love what you do, and let it show. With developments across the UK in cities like Watford, Manchester, and Birmingham, we are dedicated to delivering better living on every level. We are looking for above and beyond team members to help create the new gold standard for renting in the UK – one with the highest level of service where the resident always comes first.

ROLE RESPONSIBILITIES

As Resident Experience Associate (REA), you will help the Deputy Community Manager oversee the operation of a multimillion-pound, build-to-rent development. You will be the face of our brand and responsible for creating a community within the building by providing an unparalleled level of customer service. Your responsibilities include resident engagement, building rapport, ensuring compliance, maintaining site presence, coordinating resident events, and more. This diverse role requires organization, agility, and a passion for interaction.

• The Problem Solver
  • Always ready to find solutions, regardless of the challenge
  • Multitask effectively, handling applications, complaints, and repairs
  • Work well under pressure with a dynamic approach to problem solving
  • Proactively listen and respond to requests
• The Rule Enforcer
  • Balance customer service with enforcing rules for safety and compliance
  • Handle difficult tasks with empathy and confidence
  • Understand building legislation and procedures
  • Conduct regular onsite testing and ensure compliance records are maintained
• The Tour Guide
  • Discover residents' needs and showcase community amenities and apartments
  • Highlight unique features and benefits of the development
  • Anticipate and address residents' concerns to add value

The Impact You Can Make

• Ensure residents are satisfied and unlikely to leave
• Maintain excellent communication with residents, vendors, and associates
• Thrive in a fast-paced environment, contributing to the community's success
• Be trusted by the Community Manager to handle responsibilities outside of traditional hours
• Motivate others and provide solutions to problems

Building Blocks of Success

• Strong customer relations skills and enthusiasm
• Health and safety awareness
• Effective communication skills
• Resourcefulness and problem-solving ability
• Organization and multitasking skills
• Impeccable record-keeping and reporting
• Tech-savviness and computer literacy

The Cortland Difference

We create, reimagine, and manage apartment communities for residents in the US and UK, focusing on resident-centric, hospitality-driven service. Our success is driven by our commitment to better living and exceptional experiences. Cortland is an equal opportunity employer, proud to support diversity in the workplace.