Resident Services Manager - Multi-Family Property Management

About the role

UDR, Inc. and its affiliated companies are seeking a Resident Services Manager to join our team in Costa Mesa, CA. This position focuses on and manages all aspects of customer service and resident relations at 27 Seventy Five, Harbor at Mesa Verde and Rosebeach, our exclusive apartment communities (1522 total homes) located in Costa Mesa and La Mirada, CA. The position offices out of 27 Seventy Five located in Costa Mesa.

Responsibilities

• Asset Quality: Ensure community is ready for business and meets established physical standards daily as listed below.
  • Walk community daily; open and close all “showing” units.
  • Maintain property including office space, restrooms, amenity areas, parking lot and “showing” units to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
  • Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
• Customer Service: Provide the best standard of quality and service through resident relations:
  • Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers.
  • Implement strategies to improve quality of customer service.
  • Proactively launch self-guided tours and/or provide guided community tours for prospects, lend assistance and provide information pertaining to short-term rentals, corporate housing opportunities and guest suite rentals.
  • Celebrate move-in orientation sessions for new residents and drive annual renewal conversations with existing residents as needed.
  • Oversee the Customer Survey Program by ensuring that that there is immediate follow up to residents upon the completion of each service request via an e-mail or text notification which includes the ability to request a follow up phone conversation.
  • Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests.
  • Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.
• Financial: Complete various accounting and financial functions associated with driving and supporting community operations:
  • Work closely with Business Manager to complete required financial responsibilities.
  • Conduct Purchase Card (P-card) reconciliation for community.
• Personnel: Lead Winning Team By Professional Example, Taking Ownership And Personal Interest In Direct Reports, If Applicable To Drive Results And Team Performance:
  • Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building.
  • Hire and train new staff and develop staff to maximize potential.
  • Monitor staff performance to include performance and address performance problems through corrective action and dismissal.
  • Aid direct reporting staff to address and resolve concerns or complaints involving job duties and job descriptions, performance standards, relations with coworkers, relations with supervisors and managers.
  • Approve time records and requests for time off.
• Vendor Management: Complete administrative tasks associated with community operations as it relates to outside vendors, communication telecom and IT systems:
  • Manage vendor keys according to UDR’s policies and procedures.
  • Source new vendors as needed in order to maintain community appearance and resident services.
  • Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems.
• Administrative: Manage And Complete A Variety Of Tasks Which Range From Simple To Complex; All Of Which Are Associated With Driving And Supporting Community Operations:
  • Prepare, communicate and deliver all resident specific and community letters and notifications, legal notifications, in addition to the management of the new resident move-in process, documentation and the issuance of all community keys, fobs, remotes, parking permits and parking assignments.
  • Review, monitor, administrate and sign leases as required and needed.
  • Enforce all policies and procedures. Maintain compliance related to lease agreements including the review and authorization of all leases and ensuring community records (leases, addenda, reports, etc.) are maintained in accordance with stated legal requirements.
  • Plan and manage all community events.
  • Manage and maintain exemplary community website, social media campaigns, outreach marketing efforts for the community to drive occupancy and increase visibility, including PeerSpace, Craigslist, etc.
  • Maintain acceptable NPS scores and facilitate Reputation Management Process.
  • Utilize the Sugar CRM to effectively manage resident relations, service requests and resident communications.
  • Smart Rent Management and Package and Parcel Management.
  • Manage key policy and process by providing keys to residents or contractors and documenting in accordance with the “Key Policy.”
  • Investigate, address and resolve all community and resident issues, disturbances, complaints and any crime-related activities/inquiries, including the dispatch for patrol services.
  • Complete incident report for Risk Management as needed.
  • Serve as organizational representative along with the Business Manager for court appearances regarding non-payment and/or other legal action taken, small claims and UD hearings as necessary or required.
  • Oversee inventory and replenishment of community office supplies and refreshments for office, residents and guests.
  • Develop and maintain emergency action procedures for the properties.
  • Work closely with the Centralized Admin, Centralized Sales and Renewal teams to ensure leasing and renewal goals are met.
  • Ensure leadership style creates a productive, motivated, informed, inspired, engaged and goal-oriented team.
  • Comply with all Company policies and procedures related to employment.
• Company Policies and Procedures: Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.

Qualifications

• Multi-family operations experience
• Supervisory/managerial experience
• Experience managing the eviction process and resolving escalated resident issues
• Customer service experience
• Proficient in the use of modern technology, especially computers and smartphones

Skills

• Strong interpersonal and communication skills
• Ability to handle multiple tasks and prioritize effectively
• Excellent problem-solving and decision-making abilities
• Strong organizational and time management skills
• Ability to work independently and as part of a team

Benefits

• Medical, Dental, Vision Plans
• Medical Flexible Spending Account
• Dependent Care Spending Account
• Lifestyle Spending Account
• Supplemental Term Life Insurance
• Voluntary Cancer Insurance
• Supplemental Short-Term Disability Insurance / AD&D Insurance
• Voluntary Long Term Care Insurance
• 401(k) Plan with company match
• Salary Range: $70,000 - $75,000/year, depends on experience
• Bonus Potential: Eligible for 10% annual bonus potential, based on personal and company performance

About UDR, Inc.

UDR, Inc., an S&P500 company, is one of the nation's largest owners and managers of residential apartment communities. Become a part of a company that is the industry leader of transformational change and operational innovation!

UDR is an Equal Employment Opportunity Employer. UDR is proud to provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

UDR is committed to providing and maintaining a diverse workforce and an inclusive work environment with equitable access and opportunity for associates to participate, grow, and reach their full potential.