Resident Services Manager - North Grove Apartments

About the role

UDR, Inc. and its affiliated companies are seeking a Resident Services Manager to join our team at North Grove, our brand-new, lease-up apartment community (482 homes) located in Riverside, CA.

Responsibilities

• Manage and complete a variety of tasks associated with driving and supporting community operations.
• Prepare, communicate, and deliver all resident-specific and community letters and notifications, legal notifications, and the new resident move-in process.
• Enforce all policies and procedures, maintain compliance related to lease agreements, and ensure community records are maintained in accordance with legal requirements.
• Plan and manage all community events.
• Maintain an exemplary community website, social media campaigns, and outreach marketing efforts to drive occupancy and increase visibility.
• Ensure acceptable NPS scores and facilitate the Reputation Management Process.
• Utilize Smart Rent Management and Package and Parcel Management.
• Investigate, address, and resolve all community and resident issues, disturbances, complaints, and crime-related activities/inquiries.
• 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.
• Commit to Living the UDR Values each day in every action taken when executing the essential functions of the job.
• Ensure community is ready for business and meets established physical standards daily.
• Provide the best standard of quality and service through resident relations.
• Implement strategies to improve quality of customer service.
• Conduct move-in orientation sessions for new residents and drive annual renewal conversations with existing residents.
• Oversee the Customer Survey Program by ensuring immediate follow-up to residents upon the completion of each service request.
• 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 or escalated to the Service Manager.
• Complete various accounting and financial functions associated with driving and supporting community operations.
• Conduct Purchase Card (P-card) reconciliation for community.
• 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.
• Assist 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.
• 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.

Qualifications

• Bachelor’s degree in business, related field, or its equivalent, preferred.
• In lieu of degree, equivalent experience in property management or related business operations.
• Property management experience in on-site office operations, leasing, administration, and customer service.
• Experience in a supervisory/managerial role, such as Assistant Property Manager and/or Property Manager.
• Experience coaching, mentoring, and developing teams.
• Customer service experience.

Skills

• Strong administrative and organizational skills.
• Excellent communication and interpersonal skills.
• Ability to manage multiple tasks and priorities simultaneously.
• Proficiency in Microsoft Office Suite.
• Experience with Smart Rent Management and Package and Parcel Management.
• Knowledge of property management software.

Benefits

• Comprehensive benefits package.
• Company matched 401(k).
• Vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year).
• Discounts to live in our best-in-class communities.
• Tuition reimbursement.
• Company sponsored events.
• Community service days.
• Annual President's Club held in Las Vegas, honoring our associates for their exceptional customer service and operational excellence.
• 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: $74,000/yr. – $80,000/yr., depends on experience.
• Bonus Potential: 10% annual bonus potential, paid out quarterly (2.5%/quarter).

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!

Contact Information

If you are interested in this position, please apply online at UDR's Careers Page.