Community Manager

Department: Resident Services • Reports to: Regional Manager • Classification: Exempt

About the role

The Community Manager is a business leader who focuses on resident customer service and manages operations, leasing activity, renewals, collections, financial reporting, supplies, and communications for an assigned residential community.

All employees are expected to model the company’s values of leadership, commitment, and integrity every day.

Success is measured by resident feedback on quality and timeliness of services provided, and by resident turnover.

Responsibilities

• Manage day-to-day leasing operations and inspect the community regularly to verify the condition of vacant units, minimizing rental arrears.
• Oversee daily community requirements and maintain long-range capital-improvement planning.
• Ensure all monies received are deposited and recorded daily, following proper bookkeeping procedures.
• Compile weekly and monthly community status reports.
• Respond promptly to resident concerns, comments, or complaints.
• Prepare move-in paperwork, keys, and remotes for new residents.
• Maintain a professional, clean, uncluttered, and well-staffed office.
• Inspect make-ready apartments prior to move-in.
• Enforce occupancy policies and procedures.
• Maintain and/or create a resident renewal program to encourage retention.
• Foster a sense of community while maintaining a policy of non-fraternization.
• Prepare and manage annual budgets and keep accurate, updated financial reports.
• Oversee community maintenance with the assistance of the service team.
• Organize incoming and outgoing inspections and prepare inspection reports.
• Implement preventive maintenance programs and oversee improvement projects.
• Manage repair and maintenance requests, evaluating timely completion of work orders.
• Maintain compliance with required operating permits (e.g., pool, elevator).
• Monitor electric, water, and gas usage for the community.
• Approve and submit invoices for payment in a timely manner.
• Maintain accurate records of community transactions (e.g., rent rolls, delinquency reports, move-in/move-outs).
• Complete variance reports and other weekly reports.
• Manage and monitor rental collection, ensuring rent and other charges are collected and posted daily.
• Issue proper legal notices and meet deadlines for evictions, writs, and court hearings.
• Ensure compliance with community policies and lease agreements; respond to violations.
• Assess move-out condition of apartments and send final account statements.
• Immediately inform and refer liability claims, legal complaints, or other violations to the Regional Manager and/or corporate office.
• Hire, train, and evaluate community staff, fostering a cohesive team in accordance with company policies.
• Coordinate orientation and ongoing training programs for staff.
• Complete performance reviews and make recommendations for salary increases or advancement.
• Direct and control all personnel and resources to ensure the community meets owner objectives.
• Manage staff time off and submit payroll for processing.
• Ensure staff receives new-hire safety orientation and annual safety training.
• Coordinate with the Service Manager and attend monthly safety meetings; monitor proper safety precautions.
• Follow company procedures for reporting workers’ compensation issues or employee incidents.
• Understand the market and sub-market factors that could impact occupancy and income.
• Assist with creating marketing surveys and strategies to secure prospects.
• Supervise the leasing team to ensure the community is rented to full capacity.
• Perform other duties as assigned to support community operations.

Requirements

• High school diploma or GED.
• Minimum two years’ experience as a multi-family community manager (unless promoted from within).
• Working knowledge of Entrata or other property management software.
• Reliable transportation, valid driver’s license, and auto insurance.
• Proven ability to market communities.
• Strong communication and customer service skills.

Preferred Qualifications

• Associate’s Degree in a relevant field.
• CAM, ARM, or CCRM certification.
• Bilingual skills.

Skills

• Language Skills: Ability to read and comprehend simple instructions, correspondence, and memos; write simple correspondence.
• Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals; compute rate, ratio, and percent.
• Reasoning Ability: Ability to apply common sense to carry out instructions in written, oral, or diagram form; deal with problems involving several concrete variables.
• Computer Skills: Strong proficiency in Microsoft Word, Outlook, and Excel; experience conducting internet searches and using online calendars/databases.
• Productivity: Dependability, initiative, integrity, planning/organizing, and customer/resident focus.
• Decision Making: Sound judgment, problem-solving, and analytical reasoning.
• Business Skills: Effective verbal and written communication, quality focus, productivity, attendance/punctuality, continuous learning, and job knowledge.
• Use of Technology: Ability to adapt to new technologies and keep technical skills up to date.
• Teamwork: Conflict resolution, cooperation, collaboration, and achievement-oriented leadership.

Physical Demands

• Frequently (50–100% of the time) stand at the front desk, walk the community, bend/stooop/squat/kneel for routine tasks, climb stairs, push/pull equipment, reach above shoulders, and use hands for grasping/gripping/turning.
• Talk and hear when interacting with residents, management, or visitors in person or by phone.
• Lifting Requirements:
  • 1–25 lbs.: Constant need (50–100%).
  • 25–75 lbs.: Occasional need (1–33%).
  • 75–150 lbs.: Rare need (less than 1%), with assistance and equipment.
  • Over 150 lbs.: Rare need (less than 1%), with assistance and equipment.
• Vision Requirements: Close vision, color vision, depth perception, and ability to adjust focus for tasks such as observing maintenance issues, completing forms, reviewing reports, and reading labels.
• Speaking and Hearing Requirements: Frequent verbal communication with residents, management, and visitors.