The Resident Services Manager oversees on-site daily customer service and resident retention tasks. Responsibilities include managing resident renewals, replacements, and conflicts, conducting prospect tours, executing marketing activities, and enhancing resident retention. The role may also involve additional on-site clerical or office tasks as required.
Resident Management:
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Managing all disputes between roommates.
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Handling of all resident replacements/relets.
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Manages resident's and guarantor's concerns to the best of their ability in an effort to minimize escalation to Community Manager.
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Responsible for customer service regarding questions/concerns.
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Regularly collaborates with the Maintenance Supervisor and Property Manager on recurring issues and work order updates, ensuring transparent communication with residents.
Surveys & Reporting:
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Work with the Director of Sales and Reputation Management, including regular check-ins, to ensure reputation goals are being met.
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Responsible for creating and executing quarterly Reputation Management Plans, and reviewing them with the Director of Sales and Reputation Management and Property Manager.
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Oversees resident surveys and focus groups to gather feedback, identify improvements, and shares findings with Property, Maintenance, and Regional Managers.
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Formulating necessary action strategies based on the feedback received from Focus Group discussions.
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Responsible for conducting resident experience calls (minimum of 10 per week).
Leasing & Marketing:
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Provide necessary support in marketing and leasing operations, which includes leading tours and following up with prospective residents.
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Responsible for planning, implementing, and performing marketing duties and tenant events.
Compliance and Standards:
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Ensure compliance with all company policies, procedures, and legal requirements.
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Uphold brand and company standards, ensuring that the property is consistently presented in an exceptional manner.
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Special Projects and Reporting:
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Collaborate with the Property Manager on special projects and assignments.
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Complete all assigned HR/People Operations-related tasks.
Other:
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Must be able to work a full shift / required work schedule on-site at the property.
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Must be available for additional hours including evenings, weekends, and overtime when necessary.
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Must be available to assist with move-outs, turn, and move-ins that extend beyond normal full-time hours.
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Must be able to lift and move objects weighing up to 50 pounds regularly, as required by the demands of the job. This may include bending, stooping, and lifting throughout the workday.
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High School Diploma or Comparable Degree, Demonstrated Leadership Skills
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1+ years of property management experience
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Proficient in Office Products and Windows and Apple operating systems.
You'll crush it if you have experience with
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Student Housing Experience
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Experience with Entrata software
Organizational Structure
Reports to: Community Manager
Direct Reports: N/A
