Director of Resident Services

Position Summary

As the Director of Resident Services, you will be responsible for overseeing and managing all aspects of customer service within our residential community. Your primary goal will be to ensure exceptional customer satisfaction by developing and implementing strategies that enhance the overall resident experience. This is a leadership role that requires strong interpersonal skills, excellent problem-solving abilities, and a passion for delivering exceptional customer service.

Responsibilities

• Develop and implement comprehensive customer service strategies to enhance resident satisfaction and retention.
• Establish and enforce service standards to ensure consistent and exceptional customer experiences.
• Oversee day to day leasing team operations.
• Responsible for lease renewal lifecycle.
• Train, mentor, and motivate the resident services team to provide outstanding customer support.
• Handle escalated customer issues and complaints, ensuring prompt and effective resolution.
• Monitor customer feedback and implement initiatives to address areas of improvement.
• Plan, coordinate, and oversee a variety of resident events and activities to promote community engagement and foster a sense of belonging.
• Collaborate with the marketing team to develop creative event concepts and execute them flawlessly.
• Gather feedback from residents to continually enhance the event offerings and experiences.
• Conduct regular resident surveys and analyze data to identify areas for improvement.
• Collaborate with the maintenance and operations team to ensure the property is well-maintained, clean, and aesthetically appealing.
• Ensure communal areas and amenities are an engaging and inviting environment for residents.
• Provide clear direction, guidance, and feedback to the team, fostering a positive and collaborative work environment.
• Implement strategies to monitor and manage the online reputation of the residential community.
• Respond to online reviews and ratings promptly and professionally, addressing any concerns or issues raised by residents.
• Identify, negotiate contracts with, and manage relationships with vendors and service providers to maintain a standard in customer service to residents.
• Oversee the provision of concierge services, ensuring residents receive personalized and attentive assistance with their needs.
• Develop and maintain a network of service providers to fulfill resident requests promptly and efficiently.

Qualifications

• Proven experience in customer service management, preferably in a residential community or hospitality environment.
• Strong leadership and managerial skills, with the ability to motivate and inspire a team.
• Excellent interpersonal and communication skills, both verbal and written.
• Exceptional problem-solving abilities and a proactive approach to customer service.
• Proficiency in using customer relationship management (CRM) systems and other relevant software.
• Strong organizational and time management skills, with the ability to prioritize tasks effectively.
• Knowledge of fair housing regulations and compliance is highly desirable.

Physical Demands

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands & arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; taste or smell. The employee must occasionally lift &/or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, & the ability to adjust focus.

About The Company

For over half a century, Onni has been building communities for people to live, work, and play. Our success reflects our commitment to our employees and partners, and our dedication to quality construction, innovation, sustainability, and customer satisfaction. Our expertise expands across North America, with offices in Vancouver, Toronto, Los Angeles, Seattle, Phoenix, and Chicago.