Virtual Resident Services Manager

Overview

Virtual manager handling resident service requests and administrative tasks remotely.

Key Responsibilities

• smartrent
• digital keys
• crm management
• lease administration
• resident escalations
• community events

Tasks

-Maintain acceptable NPS and customer experience scores and help facilitate the reputation management process. -Prepare, communicate, and send resident and community letters and notifications. -Assist as needed with the Smartrent dashboard: battery alerts, move in/out exceptions, work orders, temp alerts, etc. -Assist as needed with the move-in and move-out process, transfers, roommate changes, lease renewals, resident referrals, and amenity reservations. -May proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals. -May help coordinate and communicate community events. -Administer SmartRent, a digital key system. Issue digital keys, electronically to resident, provide access as needed to vendors, prospective residents on community tour, and/or to residents of the community including those that move out. -Issue digital parking permits and assignment(s) electronically to residents. -Oversee and ensure any resident escalations are resolved and/or escalated to the appropriate department to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved. -Answer resident and guest questions virtually, professionally, and timely via phone, text, email, and the customer relationship management system (CRM) for multiple sites. Implement strategies to improve quality of customer service. -Communicate with site teams as well as centralized teams to ensure prompt assistance to residents, prospects, and applicants. -Enforce all community policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements, company policies and/or procedures. -Utilize the customer relationship management system (CRM) to effectively manage resident relations, and resident communications by creating and working/assigning cases to appropriate departments. -Review, monitor, administrate, and sign leases as required or needed. -Manage social media accounts as requested. Identify customer service trends and escalate, as necessary. -Administer Parcel Pending/Luxor, a digital locker system for packages received. Issue digital code to the resident for parcel/package pick up. -Field resident questions, concerns, and complaints professionally and forward to appropriate authority. -Comply with all Company policies and procedures related to employment. -Review and modify rentable item(s) on resident account, which will require addendum to be prepared and signed. -Engage directly with centralized teams by monitoring inbound requests and acting as a liaison between onsite teams and centralized support. -Attend district and/or area leadership meetings.

Requirements

• customer service
• property management
• driver's license
• detail oriented
• bachelor's
• marketing

What You Bring

-Minimum two years’ experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred. -Minimum two to five years’ property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred. -Must have and maintain a valid driver’s license unless otherwise noted. -Strong attention to detail, with professional writing presentation, especially the rules of syntax, punctuation, and grammar. -Bachelor’s degree in business, related field, or its equivalent, preferred. In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.

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About Udr - Opening Doors To Your Future

-Committed to offering well-designed, sustainable living spaces. -Provides premium apartment communities across the United States. -Has a strong presence in major metropolitan areas. -Specializes in building, managing, and developing residential properties. -Known for innovation in creating modern, eco-friendly living environments. -Maintains high customer satisfaction while delivering value for investors. -Regularly integrates technology into property management to enhance the resident experience. -Part of a growing trend toward high-quality rental spaces.

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