Resident Services Manager - The Hilltop (Student Living)

About the role

The Resident Services Manager is responsible for achieving the community's resident satisfaction and retention goals by resolving resident complaints and concerns promptly, answering questions about rent and fee payments, and managing various resident communications and functions.

Responsibilities

• Achieve resident satisfaction and retention by resolving complaints and answering questions about rent and fees.
• Complete call-backs on all service requests within 24 hours to ensure customer satisfaction.
• Create and coordinate resident communications such as newsletters, surveys, lease violation letters, and other communications.
• Manage roommate matching and assign wait list leases as needed.
• Organize and coordinate resident functions like parties, birthday cards, welcome parties, and other events.
• Evaluate the community’s appearance, landscaping, office environment, and vacancies daily and ensure the leasing office, tour path, and models are ready for show.
• Oversee the Community Assistant Program where applicable.
• Review courtesy officer nightly reports, follow up on incident reports and lease violation notices, and ensure the leasing office is secured for the evening.
• Check the answering service for messages and return calls as necessary.

Qualifications

Successful candidates should have a minimum of 3 years of experience in property management, preferably in student housing. A bachelor's degree in a related field is preferred but not required. Strong organizational and communication skills are essential, along with the ability to manage multiple tasks simultaneously.

Skills

Proficiency in Microsoft Office Suite, excellent verbal and written communication skills, and the ability to work independently and as part of a team are required. Experience with property management software is beneficial.

Benefits

Robust benefits package including competitive medical, dental, vision, and disability & life insurance, generous paid time off, and additional perks such as a 6-week paid sabbatical after 10 years of service, 401(k) with company match, and parental leave.

Pay

The hourly range for this position is $23 - $26. Additional compensation includes participation in a quarterly or annual bonus program based on individual and company performance, and weekly, monthly, and/or quarterly bonus programs for onsite property positions.

Schedule

This is a full-time position located in Santa Cruz, California.