Resident Relations Manager

About the role

As the Resident Relations Manager in Jersey City, you'll play a key role in creating a welcoming, connected, and exceptional living experience for our residents. You'll build strong resident relationships, drive satisfaction and retention, resolve concerns, and lead engaging communications and community events. Serving as a trusted liaison between residents and the property team, you'll help foster a strong sense of community while supporting operational excellence and delivering a high standard of service. This highly visible role is ideal for a personable, proactive professional with excellent communication and conflict-resolution skills, strong attention to detail, and the ability to thrive in a fast-paced, dynamic environment.

Schedule

Tuesday-Saturday 10am-6pm; subject to change upon business needs

Minimum Required Qualifications

• High School Diploma or equivalent, College degree preferred
• Minimum of 3 years of experience in the property management industry, hospitality, resident services, customer service, or a related field preferred
• Previous supervisory or team leadership experience is strongly preferred
• Strong background in customer service, conflict resolution, and community relations
• Proficient with Microsoft Office and Yardi or Property Management software experience is a must
• Excellent organizational and communication skills with the ability to manage multiple tasks and deadlines in a fast-paced environment
• Demonstrate a professional image, strong interpersonal skills, display a positive attitude while working both independently and on a team
• Flexibility to work weekends and over-time hours as required to complete assignments/projects, if required by the property
• Working knowledge of Fair Housing requirements
• Valid driver's license required

Essential Job Functions

• Serve as the primary point of contact for resident concerns and escalate complex issues as needed; respond to and resolve resident complaints in a timely, courteous, and effective manner
• Monitor and follow up on service requests and move-in satisfaction; conduct 24-72 hour call-backs to ensure resolution and resident satisfaction
• Collaborate with the leasing and management teams to support resident renewal efforts, identify retention opportunities, and deliver exceptional resident support throughout the lease lifecycle
• Advise the Property Manager and Maintenance Manager on emergency issues, critical feedback, or trends that could impact resident relationships or property performance
• Assist and participate in resident events, programs, and community-building initiatives that foster engagement and satisfaction
• Coordinate and produce resident communications, including newsletters, surveys, welcome materials, lease violation notices
• Promote rentable amenities and services within the community to increase usage and generate additional revenue
• Maintain and distribute resident welcome gifts, birthday acknowledgments, and move-in resources such as keys/fobs/access credentials
• Conduct regular property walks to inspect overall curb appeal, cleanliness, and readiness of amenities, model units, tour paths, and the leasing office
• Support coordination of resident communications during maintenance events or emergency repairs
• Monitor and respond to messages from the desk phone, email, and answering service throughout the day
• Review nightly reports from Concierge services and follow up on incident reports or lease violations as needed
• Assist in service quality improvement by using feedback systems such as Yardi CRM, Reputation.com, COBU, Community Rewards, Satisfacts, or similar platforms to track resident sentiment and identify areas for enhancement
• Mentor front desk, concierge, or resident services team members where applicable
• Participate in team meetings and cross-functional collaboration to support community performance metrics
• Contribute to marketing and branding efforts by enhancing the community's public image through social events and resident satisfaction
• Assist with touring prospective residents when necessary
• Performs other administrative, clerical, or operational duties as assigned

Performance Expectations

The Resident Relations Manager is expected to:

• Provide consistently professional, courteous, and responsive service to residents
• Demonstrate ownership and follow-through when addressing resident concerns
• Maintain accurate and timely documentation of resident interactions and follow-up
• Communicate effectively with residents, vendors, and members of the property team
• Maintain a professional appearance and positive presence within the community
• Protect resident privacy and confidential company information
• Follow all company policies, procedures, Fair Housing requirements, and applicable laws
• Demonstrate sound judgment regarding matters requiring escalation to management
• Work cooperatively with all departments to support the property's operational and resident-service objectives

Safety

• Learn, understand, and comply with all company, local, state, and federal safety rules and requirements
• Promptly report unsafe conditions and assist in ensuring that identified hazards are addressed in a timely manner
• Promote a "Safety First" approach and encourage employees and vendors to follow established safety procedures
• Immediately communicate emergency or potentially hazardous conditions to the appropriate member of management