Assistant Community Manager

About the role

The Assistant General Manager at The Scion Group is a key team member responsible for the supervision of all business functions related to operations. This role requires a customer-centric mindset, adaptability, attention to detail, and excellent prioritization skills. The Assistant General Manager must also be prepared to act as General Manager in their absence.

Responsibilities

• Staff Development and Leadership
• Affiliate with the General Manager to attract candidates both on and off campus, hire new team members, and improve employee retention.
• Assist the General Manager with the training, coaching, development, and leadership of exceptional team members.
• Manage the development of and adherence to the property onsite schedule, including after-hour on-call shifts.
• Partner with the General Manager to elevate employee experience through data, conversations, and team building to ensure high morale.
• Property Administration
• Prepare, respond, and advise on all community aspects including market, physical condition, policies, procedures, and onsite emergencies with partner departments.
• Deliver legal and resident notices and files evictions in compliance with current policy and local ordinances.
• Manage all resident accounts and utility billing, coordinate accounts receivables, and maintain regular auditing and documenting.
• Facilities & Capital
• Oversee curb appeal, common areas, and preventative maintenance to ensure a safe and sanitary community experience.
• Conduct monthly property walks and complete scorecard assessments around inspections.
• Coordinate work orders with appropriate staff or vendors to ensure requests are being met on time, necessary communication is sent to residents, and customer satisfaction remains high.
• Annual Turnover Process
• Affiliate with the General Manager and Facilities Supervisor to plan and execute the annual turnover process to ensure all team members and vendors have clear goals and expectations to meet deadlines.
• Utilize Turnable to track electronic turnover board to ensure adequate progress is being made and deadlines are being met.
• Assess damage at move-out to calculate required charges and prepare final billing or process refunds.
• Track, respond, and process any damage charge disputes.
• Ensure move-in, room assignment, transfer, and move-out processes are executed efficiently and successfully.
• Assist the General Manager with conducting move-out inspections and vendor service walks to ensure units are ready for move-in dates.
• Provide hands-on help throughout all turn-related tasks, including but not limited to moving furniture and appliances, assisting facilities team with punches, organizing high-volume resident trash, and cleaning turnover units.
• Financial Performance
• Affiliate in the preparation of Month End reports, reconcile, and balance all accounts receivable.
• Enforce and comply with all Scion late fees, Non-Sufficient Funds (NSF) fees, and collection policies, keeping delinquency below 2% by month end.
• Post and collect damage charges from quarterly inspections.
• Customer Experience & Sales
• Manage all customer sales interactions, both personally and through directing team members in alignment with company standards.
• Perform weekly market surveys to identify and recommend local marketing opportunities, appropriate marketing messages, and material to drive traffic to the property.
• Manage the successful execution of customer experience initiatives, engagement initiatives, and additional marketing opportunities.
• Manage promotional material and property incentives meeting marketing and concession budget.
• Provide expert direction on sales and revenue goals by partnering with the Centralized Sales Team and lead other team members to achieve them.
• Manage all escalated resident concerns and account matters in a timely manner, including responding to Google and Yelp reviews and addressing resident concerns.
• Analyze customer experience data to identify common detractors and promoters to make informed decisions.
• Maintain monitoring customer feedback via internal surveys and reputation platforms to develop action plans for promptly improving the resident experience.

Requirements

• Exceptional written and verbal communicator
• Strong detail orientation
• Customer-centric mindset
• 1+ years' experience working at living communities/property management
• Proficient in Property Management Systems (Entrata preferred)
• Relevant Systems and Platforms
• Entrata (Property Management System)
• Greenhouse (Applicant Tracking System)
• Lattice (Performance Management System)
• Turnable (Electronic Turn board)
• Qualtrics (Employee and Resident Experience platform)
• Microsoft Office
• Ops Technology
• ClickUp (Project Management Tool)
• Scion Intelligence Operational Details