Resident Services Manager

Responsibilities

• Managing all disputes between roommates.
• Handling of all resident replacements/relets.
• Manages resident's and guarantor's concerns to the best of their ability in an effort to minimize escalation to Community Manager.
• Responsible for customer service regarding questions/concerns.
• Regularly collaborates with the Maintenance Supervisor and Property Manager on recurring issues and work order updates, ensuring transparent communication with residents.
• Works with the Director of Sales and Reputation Management to ensure reputation goals are being met.
• Creates and executes quarterly Reputation Management Plans, and reviews them with the Director of Sales and Reputation Management and Property Manager.
• Oversees resident surveys and focus groups to gather feedback, identify improvements, and shares findings with Property, Maintenance, and Regional Managers.
• Formulates necessary action strategies based on the feedback received from Focus Group discussions.
• Conducts resident experience calls (minimum of 10 per week).
• Provides necessary support in marketing and leasing operations, which includes leading tours and following up with prospective residents.
• Plans, implements, and performs marketing duties and tenant events.

Requirements

• Must be able to work a full shift / required work schedule on-site at the property.
• Must be available for additional hours including evenings, weekends, and overtime when necessary.
• Must be available to assist with move-outs, turn, and move-ins that extend beyond normal full-time hours.
• Must be able to lift and move objects weighing up to 50 pounds regularly, as required by the demands of the job.

Qualifications

• High School Diploma or Comparable Degree.
• Demonstrated Leadership Skills.
• 1+ years of property management experience.
• Proficient in Office Products and Windows and Apple operating systems.
• Experience with Student Housing.
• Experience with Entrata software.