Interview with an InterSolutions Employee: Kathy Wylie
Kathy Wylie has been with InterSolutions for 7 years and is a key player in our Concierge division. Learn more about how Kathy helped grow InterSolutions’ Concierge Services, what she likes to do for fun and where she would live if she could live anywhere in the world.
What brought you to InterSolutions seven years ago?
I’ve been with InterSolutions for 7 years. Before I came to InterSolutions, I worked for Archstone, an apartment management company for 21 years. I loved working for Archstone but it got sold. The day I posted my resume online, I was recruited by InterSolutions, and brought in. InterSolutions has been such a great place for me because I still get to see many of my friends from Archstone. Some of them are customers now, and I bump into them at property management events too. It’s just such a great way for me stay in contact with my old friends and take my experience from Archstone and put it into play here.
What is your role with InterSolutions?
I was hired to help build the concierge department, but I have also worked with our leasing consultants. Early on, I built out our concierge training program for. Before the pandemic, I would conduct 5-hour classes almost every week. A great deal of our concierge has been educated through me on their soft skills. Now we use Edge2Learn training modules and other digital training tools, but I’ve also written out training materials to follow. I’ve also started sort of training people through the interview process. It was very easy to coach new employees. We are continually improving the caliber of our employees through training. And we have an eye for hiring the right people.
What makes the InterSolutions Concierge Team stand out?
I think the quality of the team that I work with, from our field managers to our operations manager, to our customer service employees. Everyone is super committed to ensuring that our internal customer is treated just as well as our external customers. We don’t have a lot of turnover in our department, there is a lot of commitment, we all really have a heart for helping other people. Another competitive advantage that makes us stand out is our Concierge Service Center. There is someone there 24/7 to answer any questions someone may have. This way our employees and clients will get real-time assistance from a live person.
What makes our Concierge services so successful?
We continue to look for better ways of delivering our services. And it’s the same team working together that’s growing together. I’m one of the newbies on the team and I’ve been here for 7 years.
Oh wow! So how long has InterSolutions provided concierge services?
The Concierge Division was here before I started but it’s been up and running for over 10 years. The team that I’ve been a part of, we’ve just had one new person. A Field Manager and that’s because we’ve been growing. We’re really good at retaining customers based on the level of service that we offer.
So, you would say that it’s a really fulfilling role?
Yes, it really is. It’s difficult to get into property management without experience just like it’s hard to get into any field without experience. InterSolutions is kind of the sneaky way in, we absolutely help people get their foot on the ladder, and then it’s up to them to work their magic. If they like the field they are on their way to getting full-time employment. I love that we offer our employees two options. I would say that this is another competitive advantage. Everybody has a different reason for joining InterSolutions. Some people want to supplement their income, some people work behind a computer every day and want to work on weekends face to face with customers and some employees are looking to get their foot in the door with property management. One of the reasons our employees love working for us is that we have a lot of work. For example, in the Washington, DC metro, we work with communities from Reston, VA to Baltimore, MD and everywhere in between. We can help people be geographically located to their job. Our employee base refers a lot of great employees to us. We have a lot of word-of-mouth employees. I would say that at least 70% of people that work with us were referred to us by a friend or family member.
Have you picked up any new hobbies during this time?
Yeah, I’ve been doing that diamond paint by numbers thing. I found it online and it looked like a lot of fun. It definitely is really gratifying, and I’ve turned about four people on to it. I’ve made a really pretty deer. I’m looking at it right now and I love it. Then I have a bunch of old junk jewelry that I inherited from my mother-in-law, and I have a bunch of picture frames. I’m going to be putting together picture frames as another hobby.
What is your favorite ice cream flavor?
Mint Chocolate Chip – any brand, but Cold Stone Mint Chocolate Chip is the best.
If you could drink any drink besides water for the rest of your life what would it be?
Coffee with Cream.
If you could live any in the world, where would it be?
This one is interesting. On a river in Montana.
Are you from Montana?
No, I’m actually from the Main Line Philadelphia from Berwyn. My husband and I went to college at the University of Montana. And our two boys went to college there. One of my sons is still going to college there.
Do you have any advice for those looking to work as an apartment concierge?
Just be brilliant at the basics and realize that your presence creates the whole atmosphere for the apartment building. Your energy needs to translate to a very warm and welcoming environment.
If you know anyone looking for work or if you are a hiring manager seeking InterSolutions talent, contact Kathy today at email@example.com or give her a call at 202-499-0027!