Resident Services Manager

The Resident Services Manager will be primarily responsible for handling resident complaints and concerns and ensure residents and prospective residents are provided exceptional customer service. The RSM is the first point of contact with all resident issues and complaints and assesses the issues to develop effective solutions that are in line with the goals and policies of the community, as well as the needs and wishes of the residents.

The RSM is an integral part of the management team and this position plays a critical role in the overall experience of the property for the enjoyment of its residents.

The Resident Services Manager duties and responsibilities include, but are not limited to, the following:

• Identify resident issues by careful listening and taking seriously, resident concerns. Proactively inviteor encourage residents to communicate concerns before they become serious matters, if possible.
• Responsible for familiarizing themselves with all aspects in the apartment leasing process and renewal process, and assist leasing team with tours, as needed.
• Develop and administer resident communications on matters of interest, including compliance with Community Rules and Regulations. Handle all resident complaints submitted via walk in, email, orphone.
• Assess residents’ concerns and develop effective solutions that coincide with the business goals and policies of the community and is satisfactory to all concerned. Has authority to exercise discretion in handling basic issues and first-time offenses but must elevate to Community Manager for decisions involving 2nd and 3rd time or more seriousoffenses.
• Responsible for providing exceptional services to community residents, and prospective residents, including by greeting all residents, future residents and internal team members who enter the office in a courteous and professional manner.
• Review community resident surveys, track resident surveys, assess results and make recommendations to community Manager based on surveyresults.
• Responsibleforpromotingpositiveresidentrelationsandthe Garden Communities /Property Brand(high quality living community).
• Create and manage operations, maintenance, and equipment preventative maintenance plan for existing amenities, equipment, and all common areas.
• Responsible for respecting the boundaries of confidentiality.
• Responsible for being familiar with and complying with fair housing laws and applicable safety regulations.
• Manage recreation center staff, including assign, supervise, and direct work, provide leadership and training, schedule recreation center staff, monitor adherence to timekeeping and break policies, and review and approve requests for time off.
• Responsible for mentoring and training new leasing consultants in conflict resolution.
• Maintain exceptional landscape maintenance and provide direction to landscape staff when maintenance is required.
• Provide customer-driven, service-oriented, clean, safe, and well maintained recreational facilities.
• In collaboration with the Customer Service Manager, if applicable the Resident Services Manager will audit the Daily Activity Report provided by UPS, including printing all violations from Silver track. The RSM will focus on resident violations reflected in such reports, review the resident’s file, document the issue and work with the Community Manager on an appropriate solution.
• Responsible for handling lease violation notices and any related correspondence or support documentation.
• The Resident Services Manager may be assigned other duties, in accordance with the business needs, at the discretion of the Company.

To perform this job successfully, an individual must be able to perform each essential duty…