Resident Services Manager

About the role

Explore The Modern Avenue5 is growing, and we are in search of a resident services manager to join our dynamic team of Fivers! We are a vibrant third-party multifamily property management firm with locations across the United States. We are proud of our vibrant, inclusive, make-it-happen culture, where we: Listen to our associates, recognize them, and give them room to grow; Invest in our associates to help them become the best version of themselves; Approach every important decision with our associates in mind; Celebrate our associates’ successes and encourage them to raise the bar even higher.

Responsibilities

• Serve as the primary resident services contact for residents, guests, vendors, and prospective residents
• Deliver a hospitality-driven experience in every interaction
• Greet residents and guests while assisting with questions, requests, and community services
• Ensure prompt, professional, and personalized service
• Address and resolve resident concerns with professionalism and urgency
• Build strong resident relationships to support renewal conversion and long-term retention
• Monitor upcoming lease expirations and collaborate with leasing teams to encourage renewals
• Assist with renewal outreach efforts, including resident check-ins and satisfaction follow-ups
• Proactively identify and resolve service issues that may impact renewal decisions
• Support initiatives that increase renewal conversion rates and resident satisfaction scores
• Coordinate with maintenance to ensure the timely completion of resident work orders
• Track service requests and provide residents with updates regarding service status
• Conduct resident follow-up within 24 hours after work order completion to confirm satisfaction
• Escalate unresolved service concerns to the Property Manager as needed
• Ensure service standards align with the community’s hospitality expectations
• Plan and coordinate resident events and lifestyle programming
• Organize activities aligned with the community demographic and brand
• Coordinate vendor partnerships for activation and community experiences
• Promote engagement through resident appreciation events, social programming, amenity activations, community partnerships
• Develop and distribute community communications, including resident newsletters, event announcements, amenity updates, community notices
• Maintain clear and consistent communication channels to keep residents informed
• Oversee front desk and resident service operations
• Manage package handling and deliveries
• Coordinate move-ins, move-outs, and elevator scheduling (where applicable)
• Maintain organized and welcoming resident service areas
• Ensure hospitality amenities are properly stocked and maintained
• Assist the Property Manager with daily operational needs
• Partner with leasing to support the guest experience
• Conduct community inspections to ensure cleanliness, safety, and service standards
• Identify and communicate maintenance or safety concerns

Requirements

• High school diploma required
• Associate or bachelor’s degree preferred
• 2+ years of experience in property management, hospitality, concierge, or customer service
• Ability to lift, push, and pull up to 25 pounds
• Must be able to observe and detect signs of emergency through visual and/or auditory cues
• Must be able to remain stationary, move around, reach, and position oneself as needed for extended periods
• Ability to communicate and express or exchange ideas with others, as well as convey detailed or