Resident Services Manager 2

Lead Winning Team By Professional Example, Taking Ownership And Personal Interest In Direct Reports, If Applicable To Drive Results And Team Performance

SUPERVISION EXERCISED: Non-exempt status in accordance with FSLA guidelines. May supervise one associate, the Resident Service Coordinator or Resident Service Specialist.

GENERAL SUMMARY OF DUTIES: The Resident Services Manager focuses on the management of all aspects of customer service by creating a positive sense of community and fostering positive relationships with community residents. Position may have supervision over one direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. Specific intent is to manage the resident relations aspect of the business to ensure community performs at highest levels to achieve and/or exceed expectations.

Manage And Complete a Variety Of Tasks Which Range From Simple To Complex; All Of Which Are Associated With Driving And Supporting Community Operations

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

• 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.
• Minimum of two years’ management or supervisory experience is required.
• 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.
• Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
• Must have and maintain a valid driver’s license unless otherwise noted.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.

Hourly Range

• 401(k) Plan with company match
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Smart Rent Management and Package and Parcel Management.
• Lifestyle Spending Account
• $33.65/hr. – $38.46/hr., depends on experience
• Critical Illness Plan
• Voluntary Long Term Care Insurance
• Supplemental Term Life Insurance
• Dependent Care Spending Account
• Medical, Dental, Vision Plans
• Medical Flexible Spending Account