Resident Services Manager

Duties And Responsibilities

• Recruits, trains, and develops Residence Services staff.
• Coaches and mentors Resident Services team to deliver prompt and courteous service, with professionalism, integrity, and confidentiality, consistently exceeding industry standards.
• Maintains oversight of Resident Services activities and performance metrics, adjusting work distribution and providing performance feedback and management, as needed.
• Oversees all move-in and move-out processes for the Kansas City portfolio.
• Makes delinquency calls and 5-day notices on a timely and recurring basis.
• Manages ongoing resident relations, including partnering with maintenance to proactively identify building improvements, identifying negative trends in resident survey scores related to maintenance work orders and move-ins, and addressing any escalated resident concerns.
• Manages resident lease renewals for the Kansas City portfolio, ensuring all renewal paperwork is completed timely and accurately.
• Authors and/or proofreads resident correspondence and communication.
• Manages Resident Services team schedules to ensure adequate coverage to meet resident needs.
• Ensures Resident Services team understands, applies, and complies with all company policies and procedures and all applicable federal, state, and local laws.
• Performs other related duties and assignments as required.

Qualifications

• People Person: The best part of serving others is creating experiences for them that go beyond the expected.
• Great Communicator: Ability to communicate professionally (written, verbal, and listening).
• Exceptional Customer Service and Follow-Through Skills: Ability to provide amazing experiences and address resident concerns.
• Strong Organization Skills: Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
• Experience: 3+ years of previous experience in multi-family property management.
• Education: Bachelor’s Degree in business or other related field preferred. 1-2 years of previous experience in customer service.
• Computer Skills: Strong computer skills including Microsoft Office proficiency. Experience with Salesforce preferred.

Benefits And Perks

• Robust Benefits package including Medical, Vision & Dental Insurance, 401(K).
• 30% Rent Discount for full-time employees.
• Educational Reimbursement.
• Opportunities for professional development and career growth.

About Mac

We believe that the quality of one’s life is directly related to the quality of one’s home. Since 2002, we have been creating rental homes and investing in neighborhoods for our residents in Chicago, Kansas City, and St. Louis. Our vision is to enable better lives through better homes- for our residents, our communities, and our colleagues.