Resident Maintenance Manager - Aerie & Zephyr at Wardman Park

ABOUT GREYSTAR

Greystar is a leading, fully integrated global real estate platform offering expertise in property management, investment management, development, and construction services in institutional-quality rental housing. Headquartered in Charleston, South Carolina, Greystar manages and operates over $300 billion of real estate in more than 265 markets globally with offices throughout North America, Europe, South America, and the Asia-Pacific region. Greystar is the largest operator of apartments in the United States, managing over one million units/beds globally.

Across its platforms, Greystar has nearly $79 billion of assets under management, including over $35 billion of development assets and over $36.5 billion of regulatory assets under management. Greystar was founded by Bob Faith in 1993 to become a provider of world-class service in the rental residential real estate business. To learn more,

This role manages customer support to residents by providing assistance with service requests, accounting and rental issues, and coordinating other miscellaneous resident related functions to achieve community goals surrounding resident retention.

• Achieves the community’s resident satisfaction and retention goals by providing exceptional customer service and ensuring maintenance-related concerns are addressed promptly, professionally, and effectively.
• Serves as the primary point of contact for resident communication regarding service requests, providing timely updates throughout the repair process and ensuring residents understand the scope of work being completed.
• Completes follow-up calls, emails, or other resident outreach on all service requests within 24 hours of completion to ensure resident satisfaction and identify any outstanding concerns.
• Maintains a thorough understanding of apartment home systems, appliances, and common maintenance repairs to effectively communicate maintenance diagnoses, repair timelines, and completed work as explained by the maintenance team.
• Educates residents on the proper use and care of apartment home features and equipment, including but not limited to thermostats, appliances, smart home technology, plumbing fixtures, and other community-specific amenities.
• Partners closely with the Maintenance and Community Management teams to communicate repair updates, schedule service appointments, and proactively address resident concerns.
• Assists residents in troubleshooting minor operational questions related to apartment home features and coordinates maintenance support when necessary.
• Develops, produces, and coordinates resident communications related to maintenance projects, planned outages, preventative maintenance programs, and emergency situations.
• Coordinates resident communication and vendor scheduling during emergency maintenance situations, planned maintenance projects, and community-wide repairs to ensure residents receive timely and accurate information.
• Monitors and responds to resident emails, phone calls, and work order inquiries throughout the day, ensuring all communication is handled promptly and professionally.
• Reviews resident feedback and service request trends to identify opportunities to improve the resident experience and maintenance operations.
• Prepares Community Access keys, fobs, and other move-in materials as needed and assists with resident orientation regarding apartment home features and community systems.
• Maintains accurate records of resident communications, service request follow-up, and maintenance-related concerns within the property’s management systems.
• Supports the Community Management team with additional resident services and operational responsibilities as assigned.

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