Resident Services Manager

At Marquette Management, we believe the resident experience is everything. We are seeking a Resident Services Manager to join our team at Pavilion Apartments in Chicago, IL, a thriving 1,115-unit community where the city and suburbs meet.

About the Role

This individual will serve as the front-line owner of the resident experience, providing responsive service, proactive communication, and thoughtful follow-through that builds trust, drives retention, and protects occupancy. The Resident Services Manager partners closely with the Property Manager, Leasing Team, Maintenance Team, and Resident Services Team to drive renewal performance, reduce resident turnover, enhance resident engagement, and support the community’s financial goals. This role combines leadership, customer service, relationship management, revenue awareness, and operational execution to create a resident experience that encourages lease renewals and strengthens community culture.

Responsibilities

• Own the renewal process and achieve community retention goals.
• Lead the Resident Services function to deliver an exceptional resident experience, strengthen resident relationships, increase resident satisfaction, and support occupancy and retention goals.
• Create an environment where residents feel valued, connected, and supported.
• Support property performance through increased resident retention and reduced turnover.
• Serve as a member of the community leadership team and contribute to the overall success of the property.

Key Success Measures

• Renewal conversion rate
• Resident retention rate
• Online reputation score
• Resident event participation
• Escalated issue resolution rate
• Team engagement and development
• Turnover reduction
• Revenue retained through renewals

Requirements

• High school diploma or equivalent required.
• Associate or bachelor’s degree preferred.
• Minimum of two to three years of property management, leasing, resident services, hospitality, customer service, or related experience.
• Previous supervisory experience preferred.
• Experience using Yardi or similar property management software preferred.

Skills & Abilities

• Strong leadership and coaching abilities.
• Exceptional customer service skills.
• Excellent communication and relationship-building capabilities.
• Strong organizational and time-management skills.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong problem-solving and conflict-resolution skills.
• Working knowledge of Microsoft Office applications.

Benefits

• Exceptional training programs
• 401K + Matching
• Medical, Dental and Vision insurance
• STD, Life Insurance
• 13 Paid Time Off Holidays
• Community Service Day
• Cultural Diversity Day

Pay

Starting salary range $59,000-$62,000 based on experience. 10% Bonus based on base salary, subject to performance, paid quarterly.