Resident Services Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES

• 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-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 on emergency issues, critical feedback, or trends that could impact resident relationships or property performance.
• Develop, plan, and execute resident events, programs, and community-building initiatives that foster engagement and satisfaction.
• Care for resident communications, including newsletters, surveys, welcome materials, lease violation notices, and digital content for resident portals or community apps.
• 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 vendors and resident communications during maintenance events or emergency repairs.
• Maintain and respond to messages from the front desk phone, email, and answering service throughout the day.
• Review nightly reports from Courtesy Patrol and Valet services and follow up on incident reports or lease violations as needed.
• Aid in service quality improvement by using feedback systems such as Anyone Home (CRM), Reputation.com, or similar platforms to track resident sentiment and identify areas for enhancement.
• Lead and 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.

QUALIFICATIONS

• A High School Diploma or equivalent.
• Minimum of 1 year of experience in the property management industry.
• Previous supervisory or team leadership experience is strongly preferred.
• Strong background in customer service, conflict resolution, and community relations.
• Proficient with Microsoft Office and Property Management software experience is a must.
• Experience with event planning, marketing, or public relations is a plus.
• Excellent organizational and communication skills with the ability to manage multiple tasks and deadlines in a fast-paced environment.
• Flexibility to work weekends if required by the property.
• Valid driver’s license required (for operating golf carts if applicable).