Resident Services Manager - Brand-New Lease-Up Apartment Community

Description

• Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems.
• Conduct Purchase Card (P-card) reconciliation for community.
• 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.
• Oversee inventory and replenishment of community office supplies and refreshments for office, residents and guests.
• Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”.
• 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.
• Develop and maintain emergency action procedures for the properties.
• 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 the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
• 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.
• Manage vendor keys according to UDR’s policies and procedures.
• 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.
• Conduct move-in orientation sessions for new residents and drive annual renewal conversations with existing residents as needed.
• Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
• Comply with all Company policies and procedures related to employment.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
• 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, Craigslist, etc.
• Work closely with Business Manager to complete required financial responsibilities.
• 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.
• 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.
• Hire and train new staff and develop staff to maximize potential.
• Review, monitor, administrate and sign leases as required and needed.
• Source new vendors as needed in order to maintain community appearance and resident services.
• 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.
• 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.
• Walk community daily; open and close all “showing” units. Monitor property including office space, restrooms, amenity areas, parking lot and “showing” units to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
• Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team.
• Plan and manage all community events.
• 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.

Requirements

• Customer service experience
• Multi-family operations experience
• Supervisory/managerial experience
• Experience managing the eviction process and resolving escalated resident issues
• Degree or certificate in hospitality management, or related field preferred
• Proficient in the use of modern technology, especially computers and smartphones

Benefits

• Smart Rent Management and Package and Parcel Management.
• $74,000 - $80,000/year, depends on experience

Training + Development

Interview process

Visa Sponsorship

Security clearance