Regional Resident Relations Manager

Overview

Liberty Military Housing is a leading provider of military family housing in the U.S., partnering with the US military to deliver safe, high-quality homes and exceptional service to families of those who serve.

Responsibilities

• Handle resident concerns or requests that are escalated to the regional level.
• Aid prospective residents with information regarding their lease, the community, and the move-in process.
• Respond to and manage resident complaints and/or service issues, coordinating with appropriate staff to address and resolve concerns.
• Respond to social media postings (Facebook and other social media outlets).
• Serve as the Liberty Military Housing representative for the Resident Advisory Board.
• Promote positive resident relations by connecting with residents and building rapport to understand needs, expectations, and requirements.
• Work with the Customer Service Representative team to guide and provide on-the-job training and/or classroom training on customer service skills, service recovery, and improvements to existing processes.
• Perform post-turn unit inspections and complete move-in inventory inspections with new residents.
• Follow-up with residents who have requested work-orders/services or expressed issues/concerns with the community.
• Participate in outreach marketing activities (i.e. market surveys, shop competitors, etc.) to obtain prospective residents.
• Participate in property walks / inspections (grounds, common areas, parking lots, community rooms, make-readies, quality control, etc.) to ensure community maintenance.
• Attend various department or regional meetings, resident or community events, seminars, and other work-related events.

Qualifications

• 2-4 years in a customer service role (property management experience a plus).
• Demonstrated skills in customer service, customer resolution, strong written and verbal communication skills.
• Proven experience in a senior or supervisory role with the ability to train and mentor employees.
• Proficiency in personal computer skills, keyboard, internet search, email correspondence, math, Microsoft Office, including Word, Excel, and other software applications preferred (i.e. Yardi, Payscan).
• Ability to effectively interact with customers, vendors, management, co-workers, sufficient to exchange or convey information and to give and receive work direction.
• Ability to work in a fast-paced environment, multi-task, prioritize and complete assigned duties to ensure operational objectives are achieved.
• Positive and professional demeanor in all interactions, under all circumstances.
• Valid driver's license required.
• Flexible schedule, including weekends, off-hours, and emergencies as required.

Pay

$75,000 - $85,000.00 Annually