Bilingual Resident Relations Specialist en NP Dodge Management Company

Division Summary: NP Dodge Management company specializes in the management of multifamily and commercial real estate, representing over 4,500 multi-family homes and 2.5 million sq. ft. of medical, office, retail and storage facilities across Nebraska and Iowa. With a legacy reaching back to 1855 — NP Dodge is known for our professionalism and time-tested management strategies that combine old-fashioned customer service with the latest technology.

Job Summary:  Bilingual Resident Relations Specialist will play a vital role in creating a positive leasing and living experience for residents by serving as the primary point of contact for resident communication and customer service.  The role focuses on fostering strong resident relations, ensuring timely and effective communication supporting the overall satisfaction and retention of new and existing residents.   The ideal candidate will have a talent for building meaningful connections, understanding lease administration, and matching individuals with the right housing options or internal support services. Bilingual fluency is essential to serve our diverse community effectively.

Essential Functions:

1. Acts as the primary on-site point of contact for Spanish-speaking residents and prospects, providing bilingual support throughout the application, lease administration, move-in/out, rent collection, and lease enforcement process. 
2. Assists residents with understanding of rental agreement terms and conditions, community policies, work order protocol, and addresses general inquiries and concerns to ensure clear and effective communication.
3. Translates and/or reviews community documents, notices, and signage to ensure clear communication for Spanish-speaking residents.  
4. Manages a high volume of phone calls and office traffic with a high standard of customer service to walk-ins/prospective residents, current residents and vendors/contractors; maintains accurate records of prospect/resident interactions in software and keeps Property Manager informed on outstanding or recurring issues.  
5. Assists in conflict resolution and works closely with the Property Manager as needed to ensure timely resolutions to resident concerns.  
6. Provides professional and engaging property and apartment tours that are tailored to the needs/requests of the prospective resident(s).
7. Completes the lease application, verification processes, and move-in orientation in compliance with company processes and procedures.
8. Handles rent payments, deposits and fee calculations in accordance with company processes and procedures.
9. Assists Property Manager in maintaining an efficient new move-in schedule and inspection of move-out/vacancies that minimizes rent loss.
10. Performs lease renewals and monitors lease expirations.
11. Assists with training of other leasing agents.
12. Manages the corporate apartment and clubhouse rental processes (if applicable).
13. Support leasing and management team with a variety of administrative duties to include, data entry, file maintenance, communication follow-up, key and garage log management, distribution of newsletters/flyers, report preparation and distribution, and execution of daily office opening/closing procedures.
14. Assists Property Manager in coordinating resident events, community engagement activities, advertising, and marketing campaigns. 
15. Conducts all business in accordance with company policies and procedures, Fair Housing Laws, Fair Credit Reporting Act, and all other laws pertaining to residential property management. 
16. Demonstrates Company Core Values.
17. Reasonable and reliable attendance and timeliness when reporting to work and completing work.
18. Interacts well with others.
19. Other duties as assigned.

Education/Experience/Qualifications:

• High School diploma, or equivalent.
• 1 year of prior experience in customer service, sales, and/or property management.
• Bilingual in Spanish.

Required Skills / Abilities:

• Excellent communication and interpersonal skills.
• Strong customer service and de-escalation skills.
• Ability to complete Fair housing training within 30 days of employment; aptitude to explain and implement related policies, procedures, and lease administration with co-workers and residents/prospective residents.
• Ability to prioritize tasks, stay organized, manage multiple projects simultaneously, and meet deadlines in a fast-paced environment.
• Proficiency with Microsoft Office – Outlook, Excel, Word, and PowerPoint.

Special Demands/Physical Requirements: 

• Requires the ability to withstand physical activity and navigate the property to include; walking, lifting, sitting, bending, twisting, climbing, reaching, flexibility, mobility and standing for extended periods of time.
• Maintaining a valid driver's license and reliable transportation for travel between properties is required.
• Ability to regularly work in weather conditions (heat, rain, snow, ice, etc.).

EEO Statement: NP Dodge Company is an equal opportunity employer and provides equal employment and advancement opportunities to all people without regard to race, color, religion, sex, national origin, age, marital status, political beliefs, disability, or history if disability (except where physical or mental abilities are a bona fide occupational qualification) and to promote the full realization of this policy.