Assistant Community Manager

About the role

The Assistant General Manager at The Scion Group is a key team member responsible for overseeing various aspects of the property's operations. This role requires a strong customer-centric mindset, adaptability, attention to detail, and excellent prioritization skills.

Responsibilities

• Staff Development and Leadership
• Affiliate with recruiting efforts both on and off campus, hiring new team members and enhancing employee retention.
• Support the General Manager in the training, coaching, development, and leadership of exceptional team members.
• Collaborate with the Customer & Sales Experience Manager to manage the development of and adherence to the property's onsite schedule, including after-hour on-call shifts.
• Partner with the General Manager to elevate employee experience through data, conversations, and team-building activities to maintain high morale.
• Property Administration
• Assist the General Manager in preparing, responding, and advising 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 conduct regular audits and documentation.
• Facilities & Capital
• Ensure a safe and sanitary community experience for employees, residents, and guests, including maintaining curb appeal, common areas, and performing preventative maintenance.
• Conduct monthly property walks and inspections to ensure compliance with all codes and company standards.
• Coordinate work orders with appropriate staff or vendors to ensure requests are met on time, necessary communications are sent to residents, and customer satisfaction remains high.
• Annual Turnover Process
• Affiliate with the General Manager, Customer & Sales Experience Manager, and Facilities Supervisor in the planning and execution of the annual turnover process to ensure all team members and vendors have clear goals and expectations to meet deadlines.
• Assist with property staffing to ensure adequate support for the preparation and execution of annual turnover.
• Utilize Turnable to track electronic turnover boards 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.
• 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 moving furniture and appliances, assisting facilities team with punches, organizing high-volume resident trash, and cleaning turnover units.
• Financial Performance
• Aid in the preparation of Month End reports, reconcile, and balance all accounts receivable.
• Enforce and comply with all Scion late fees, NSF fees, and collection policies, keeping delinquency below 2% by month-end.
• Post and collect damage charges from quarterly inspections.
• Customer Experience & Sales
• Develop written communication to keep customers informed of important community information to prevent resident concerns.
• Support the Customer & Sales Experience Manager in executing customer experience initiatives, engagement initiatives, and additional marketing opportunities.
• Utilize Key Performance Indicators (KPIs) to report on trends, insights, and proactively address issues to provide expert direction on sales and revenue goals such as market rates, gain-to-lease, concessions, and leasing velocity.
• Manage all escalated resident concerns and account matters in a timely manner and implement changes to improve resident experience based on common escalated concerns that appear.
• Respond to Google and Yelp reviews via Entrata and partner with team members to address concerns.
• Maintain and monitor customer feedback via internal surveys and reputation platforms to develop action plans for promptly improving the resident experience.

Requirements

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