Resident Services Manager - View s

Resident Services Manager 2 – Overview

Resident Services Manager 2 – Every day is an opportunity to ensure the Resident Service team provides exceptional first impressions and a seamless move-in experience. UDR is seeking a Resident Services Manager 2 at View 34, our community (740 homes) located in New York, NY. Pay range $38.46-$43.26/hour based on experience.

• Asset Quality:
  Ensure the community is ready for business and meets established physical standards daily. Responsibilities include walking the community, opening/closing showing units, monitoring office space, restrooms, amenity areas, parking, and show apartments to maintain UDR’s quality, cleanliness and presentation standards; proactively monitor battery upkeep of smart locks; refresh signage and collateral as needed to support occupancy and community image.
• Customer Service:
  Provide high-quality resident relations, addressing questions professionally and timely; implement strategies to improve service quality; proactively launch self-guided tours or guided tours; assist with short-term rentals, corporate housing, and guest suite rentals; conduct move-in orientation sessions and assist with annual renewal conversations as needed; oversee the Customer Survey Program and ensure immediate follow-up to service requests via email or text, with follow-up calls as needed;
  
  oversee maintenance matters and escalate to the Service Manager as required, following up until resolution.
• Financial:
  Complete various accounting and financial functions in support of community operations; work with the Business Manager to complete required financial responsibilities; conduct Purchase Card (P-card) reconciliation for the community.
• Personnel (if applicable):
  Lead the team by example; host daily and weekly team huddles; hire and train staff; develop staff to maximize potential; monitor performance and address issues; approve time records and time-off requests.
• Vendor Management:
  Complete administrative tasks related to outside vendors, telecom and IT systems; manage vendor keys; source new vendors to maintain community appearance and services; maintain telecom and computer equipment and coordinate with IT for system troubleshooting and testing.
• Administrative:
  Manage a variety of tasks to drive and support operations; prepare and deliver resident communications and notifications; manage the move-in process and distribution of keys/fobs/remotes/parking permits; review and sign leases as needed; enforce policies and maintain lease-related records in compliance with laws and company policies; plan and manage community events; manage the community website and social media campaigns; maintain Reputation Management and respond to feedback;
  
  utilize Sugar CRM for resident relations and service requests; manage package and parcel operations; investigate and resolve issues or disturbances; participate in court appearances for non-payments or related actions when required; manage key policy and documentation; oversee office supplies; develop emergency action procedures; coordinate with Centralized Admin/Sales/Renewal teams to meet leasing/renewal goals; foster a productive and engaged team; comply with company policies;
  
  perform other duties as assigned.

• Education and Experience:
  
  Bachelor’s Degree in Business or related field preferred; equivalent experience in residential properties, marketing/website development, or related business operations acceptable in lieu of a degree; 2–5 years property management experience in onsite operations, leasing, administration, customer service, events, marketing, and website management preferred; minimum two years of supervisory/management experience required; experience in customer service roles in hotels, rental operations, or related upscale service business preferred;
  
  valid driver’s license required unless noted otherwise.
• Knowledge and Abilities:
  Knowledge of organizational policies, procedures, and general business concepts; understanding of property management and Fair Housing laws; strong customer service and personnel management skills; ability to develop business analyses and plans;…