Resident Services Manager 2

Description

• 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.
• Oversee inventory and replenishment of community office supplies and refreshments for office, residents, and guests.
• Manage vendor keys according to UDR’s policies and procedures.
• Prepare, communicate, and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
• Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required.
• Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service.
• Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team.
• Walk community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “show” apartments to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
• Plan and manage all community events.
• Comply with all Company policies and procedures related to employment.
• Investigate, address, and resolve all community and resident issues, disturbances, complaints, and any crime-related activities/inquiries, including the dispatch for patrol services. Complete incident report for Risk Management as needed.
• Enforce all 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.
• Work closely with Business Manager to complete required financial responsibilities.
• Refresh community signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
• Review, monitor, administrate and sign leases as required and needed.
• Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems.
• Conduct move-in orientation sessions for new residents and assist with annual renewal conversations with existing residents if needed.
• Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy.”
• Hire and train new staff and develop staff to maximize potential.
• Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
• Approve time records and requests for time off.
• Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including PeerSpace, Craiglist, etc.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training, and team building.
• Oversee the Customer Survey Program by ensuring that that there is immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation. Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests.
• Source new vendors as needed in order to maintain community appearance and resident services.
• Monitor staff performance to include performance and address performance problems through corrective action and dismissal. Assist direct reporting staff to address and resolve concerns or complaints involving job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers.
• Work closely with the Centralized Admin, Centralized Sales, and Renewal teams to ensure leasing and renewal goals are met.
• Conduct Purchase Card (P-card) reconciliation for community.
• Develop and maintain emergency action procedures for the properties.

Requirements

• Highly organized and demonstrated project management skills. Ability to exercise initiative, problem solving and decision-making skills. Demonstrated understanding of social media campaigns. Ability to provide web-based analytics and recommendations. Ability to work a flexible schedule based on event calendar. Some weekend and evening work will be required.
• Minimum of two years’ management or supervisory experience is required.
• Proven exceptional communication skills both written and verbal with an outgoing personality. Performs duties that require considerable initiative, independent judgment, and strong communication skills. Demonstrated knowledge and familiarity with community and rental property operations. Ability to work in conjunction with residents, prospective residents, Company managers, and associates. Ability to respond to common inquiries or complaints from subordinates, residents, regulatory agencies, or members of the business community. Polished interpersonal skills both in person and by phone, with high professionalism.
• Understanding of overall property management. Must know and follow the Fair Housing laws. Knowledge of principles and methods for promoting property. Strong customer service and personnel management skills. Ability to develop and prepare business analysis and plans. Established ability in the use of social media websites like facebook, twitter, and pinterest. Demonstrated ability in budgeting and financial planning.
• 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.
• Must have and maintain a valid driver’s license unless otherwise noted.
• Ability to motivate, develop, and direct people as they work, identifying the best people for the job. Ability to apply the principles and practices of work leadership and management. Ability to motivate the community team and manage their performance in accordance with company policies, values, and business practices.
• Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
• Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service as well as experience in special events, marketing, and website management preferred.
• Knowledge of organizational policies and procedures. Knowledge and understanding of business concepts and research principles, processes, and techniques. Knowledge of the principles of strategic business decision-making. Ability to apply policies and procedures to solve everyday business issues.
• Knowledge of computer systems and applications. Must have experience with computer skills including Excel, word processing programs, internet, and e-mail at a highly proficient level. Demonstrated proficiency in the use of the internet and internet searches. Ability to create, compose, and edit written materials.

Benefits

• Smart Rent Management and Package and Parcel Management.

Training + Development

Interview process

Visa Sponsorship

Security clearance