Resident Services Manager 2
Udr - Opening Doors To Your Future
Oversee resident services, community relations, and operational tasks for two DC properties.
2 days ago ago
Intermediate (4-7 years), Junior (1-3 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Washington, DC
Onsite
Company Size
1,000 Employees
Service Specialisms
Property Management
Real Estate Investment
Development
Construction
Design
Architecture
Engineering
Consulting
Sector Specialisms
Program/Project Management
Training Services
Operations and Maintenance Support
Security
Administrative Personnel
Scientists
Professional Technical Staff
Maintenance
Role
What you would be doing
crm management
key management
lease administration
it support
community marketing
resident relations
- 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.
- Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy”.
- 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.
- 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.
- 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.
- 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.
- Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
- Source new vendors as needed in order to maintain community appearance and resident services.
- 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.
- 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.
What you bring
property management
supervisory
bachelor’s
customer service
marketing
driver’s license
- 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.
- Smart Rent Management and Package and Parcel Management.
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Interview process
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Company
Overview
50,000 Units
Residential Portfolio
The company manages and maintains a vast network of residential units nationwide.
- 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.
22% Turnover Rate
Employee Retention
The company's associate turnover rate was significantly lower than the industry standard, indicating a strong focus on employee retention.
- Innovative and adaptive corporate culture
- Board integrates ESG into overall risk assessments
- Governance Committee oversees ESG disclosures and sustainability strategy
- ESG Committee led by CEO and senior officers implements and monitors ESG targets
38 Communities
Sustainable Building Certifications
Percentage of the portfolio with LEED or Energy Star certifications.
320+ Projects
Sustainability Initiatives
Completed projects focused on energy, water conservation, and waste reduction across various facilities.
630 EV Ports
Electric Vehicle Infrastructure
Expansion of electric vehicle charging stations, supporting clean transportation.
50k Metric Tons
Carbon Avoided
Cumulative reduction in greenhouse gas emissions through sustainable practices.
- Science-based emissions intensity reduction targets: Scope 1+2 by 40% and Scope 3 by 30% from 2020 to 2035
- Reduced Scope 1+2 emissions intensity by 20% since 2020, halfway to target
- Over 965,000 kWh of renewable energy produced onsite in 2024 across CA, DC, Seattle
- Retired over 146 million kWh in RECs since 2019
- 10.488 million gallons of reclaimed water used for irrigation in 2024
- Compensation for senior execs tied to sustainability metrics
- Net-zero aligned target implicit via science-based GHG reductions by 2035
4.33 Score
Diverse Hiring Metric
The company achieved a 4.33 out of 5 score in its internal hiring metric for including diverse candidates in the interview process in 2023.
- Partnership with National Diversity Council and DEI organizations in 2023
- Gender‑based compensation ratios and promotion metrics included in ESG disclosures
- Compensation analysis conducted in 2022 to ensure pay equity across associate base
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