Resident Services Manager

About the role

We're in search of a Resident Services Manager who will use their passion for people to lead a team of relationship builders and who have a fire in their belly for providing service that exceeds customers’ expectations. This position is responsible for the collection of rent and delinquency, management of resident and property accounts.

Key attributes in our next team member: Customer-Centric Attitude, Effective Communicator, Inherent Empathy, Master of Priorities, Motivator.

Responsibilities

The Day to Day: Community Relations - Works with residents to resolve issues and disputes that may arise with other residents or roommates. Quickly responds to inquiries from current and prospective residents regarding accounts, billings and other property services. Administrative processing of room assignments, transfers, move-ins and move-outs for residents. Confirms that all vacant units/areas are ready for occupancy, as needed. Finds opportunities to provide customer experiences, in line with brand parameters. Coordinates work order requests with appropriate staff or vendors. Assists with all renewal efforts by developing relationships with their customers and providing WOW moments.

Must have a thorough understanding of: General community knowledge, Market, Content and administrative processes of the Application, Housing Agreement, Assignment process, Community Policies, utilization of Property Management Software and various Addenda, Property brand and value proposition.

Facility and Financial Management - Responsible for account management including creating confidential resident financial accounts, coordinating accounts receivables, and preparing monthly billings for resident accounts, including work order and damage charges, as required. Enforces and complies with all Scion late fees, Non-Sufficient Funds (NSF) fees and collection policies, keeping delinquency below 2% by month end. Escalates any problems to General Manager, with recommendations, as appropriate. Posts payment receipts to the property management software and documents payment. Files evictions in accordance with the collections policy and delivers required notices in compliance with City/County requirements.

Team Member Management - Assumes additional responsibilities and may temporarily step in for General Manager, as requested. Participates in regular on-call scheduling to respond to property emergencies.

Qualifications

• College degree and 1-2 years of property management experience is preferred, or an equivalent combination of educational and professional experience.
• Willing and able to work flexible hours, and up to six days per week during peak times.
• Experience in accounting and property management systems, and proficient in Microsoft Office.
• Highly developed interpersonal, written and verbal communication skills.
• Ability to work effectively with all levels of management, and a diverse resident population.
• Strong organizational, problem-solving, and analytical skills.
• Versatility, flexibility, and a willingness to work within constantly changing priorities with enthusiasm.
• Ability to plan and organize multiple complex projects, with acute attention to detail, with minimal guidance.
• Ability and willingness to travel occasionally, as needed.