COMMUNITY MANAGER / ASSISTANT COMMUNITY MANAGER
Summary of Responsibilities
The Community Manager is fully accountable for ALL community operations including marketing, leasing, accounts receivables (delinquency & collections), accounts payables, resident retention, resident relations, physical asset maintenance, and contractor management.
Key Performance Indicators
A successful Community Manager will routinely achieve the following performance metrics:
Economic Occupancy greater than 96%
Delinquency less than 1% of Rental Income
Maintenance expenses within the Community’s Maintenance Budget
Work Order completion within 3 days of submission
Make Ready completion within 5 days of moveout
Core Values
A Community Manager must embody the following unchanging values:
Integrity: perfectly honest and dependable with high levels of work quality
Safety: behavior-based leadership that reinforces stop work authority, PPE & SDS compliance, and workplace cleanliness
Work Ethic: punctual (attendance) and task oriented producing a high quantity of work
Teamwork / Respectfulness: assists in team responsibilities; receptive to feedback and mentorship
Technical Responsibilities
Marketing: market comparable analysis, traffic generation, social media influence, response effectiveness
Conducts monthly surveys (Comparable Property Questionnaire) and marketing plan updates
Produces steady and significant prospect volume (typically 15 prospects : 1 lease)
Engages in professional social media interactions and monitors social media advertisements
Leasing: ability to close, closing ratios, lease file completeness and accuracy, applicant screening quality
Enforces Community qualifying criteria in a fair and consistent manner for all applicants
Review and approve all application files and lease files (QUALITY REVIEWS)
Completes background screenings, rental history verifications, employment verifications, pet screenings in accordance with Company’s Operational Excellence Handbook
Accounts Receivable: delinquency, eviction success, collection status, resident ledger accuracy, other income generation
Ensures that all rents are collected and posted and deposited on a daily basis
Performs without error the eviction process including issuing Notice to Vacates on Day 4, Eviction filings on Day 8-10, Lock out Notices for all unresponsive residents, represent Company in Eviction Proceedings
Resident Retention and Relationships: occupancy, renewal and retention percentage, resident communication, conflict resolution, fair housing compliance
Implements and enforces with lease violations the COMMUNITY POLICIES
Participates in Resident PILLARS OF SUPPORT activities
Oversees the 120 LEASE RENEWAL program for maximum retention
Accounts Payable: budget compliance, zero gap PO approvals, invoice correctness (i.e., scope and price), aged vendor payments
Assists in annual budget preparation, analyzes monthly budget variance, and administers daily budget tracking
Confirms all invoices are received within each month (i.e., check Purchase Orders list and vendor statements)
Ensures that all vendors have an approved Purchase Order prior to commencing work or procuring supplies
Ensures invoices are paid prior to its due date
Physical Asset: make ready quality and schedule, service request closure rates, preventative maintenance / hug-a-building implementation
Plan, schedule, and manage completion of Service Requests within 3 days of submissions
Plan, schedule, and manage make ready completion within 5 days of move-out adhering to the Make Ready Planning and Punchlist process
Approve make ready completion and upload documentation to the Unit Documents
Confirms daily community cleanliness and curb appeal
Contractor Management: vendor scheduling, vendor quality, warranty usage
Ensures that all vendors have an approved Purchase Order prior to commencing work or procuring supplies
Verifies Contractor work is completed and of satisfactory quality; if not, coordinates required rework
Other:
Conduct all business in accordance with company policies and procedures, Fair Housing, ADA, Fair Credit Reporting Act, OSHA, EPA, and all other Federal, State and Local laws pertaining to Multi-Family Housing
Must maintain all records in a complete and organized manner as described throughout the Companies Policy & Procedures Manual and in full compliance with outside regulatory boards which may be applicable (EEOC, OSHA, EPA, HUD, etc.)
Comply with all other requirements within the Company’s Operational Excellence Handbook including the Community Manager Monthly Checklist
Hire, train, motivate and supervise all on-site staff in order to achieve operational goals assigned to the property. This will include team building, training, annual reviews, approval of payroll and overtime. Constantly and consistently review all leasing performances and paperwork.
It is the responsibility of the Community Manager to fill in as a Leasing Consultant or Assistant Community Manager performing those duties should the need arise.
The Community Manager shall be responsible to respond to all emergency situations, preparing all necessary reporting and notifying the Regional Manager
Assist with any other duties as specifically requested by the Regional Manager and/or Executive Vice President
Flexibility with scheduling and coverage as required by site and Regional Manager
Leadership Framework
Leadership is not limited to job responsibilities; a successful leader will exhibit:
Words of Positivity: develops others, comradery, addressing challenging environments, motivation, perspective
Focused Urgency: assertiveness, business objective prioritization (i.e., occupancy, delinquency, service requests, budget compliance), prioritization
Professionalism: shop / office organization & cleanliness, interfaces with clients and vendors, personnel attire
Business Making Decisions & Problem Solving: benefit-to-cost analysis, selection of work scope, purchasing strategies, negotiations
Additional Skills and Abilities
Proficient with Microsoft Office Suite
Proficient with ResMan
Excellent verbal and written communication skills
Excellent interpersonal and customer service skills
Understanding of laws, guidelines, and best practices of property management
Education and Experience
Bachelor’s degree in Business Administration, Accounting, Real Estate, Finance, or related field required and three to five years of related experience required; or
Fifteen years of related experience required
Physical Requirements:
Prolonged periods sitting at a desk and working on a computer
Must be able to lift up to 15 pounds at times
Flexibility to work weekends
Disclaimer: The purpose of this job description is to communicate the responsibilities and duties associated with the position of Community Manager/Assistant Community Manager. It should also be noted that some responsibilities and duties might not be specifically addressed.
