Resident Services Manager -Dominion Middle Ridge s

UDR is seeking a Resident Service Manager 2 at Dominion Middle Ridge (252 homes) and Dominion Lake Ridge (150 homes), located in Woodbridge, MA.

The Resident Services Manager focuses on managing all aspects of customer service, creating a positive sense of community and fostering relationships with community residents. The position may supervise one direct reporting staff and will drive various administrative, asset quality, customer service, financial, vendor management and personnel processes in support of community operations. The specific intent is to manage the resident relations aspect of the business to ensure community performs at the highest levels to achieve and/or exceed expectations.

Reports directly to the Community Director, Senior Community Director, District Manager, or Regional Manager.

Non‑exempt status per FSLA guidelines. May supervise one associate, the Resident Service Coordinator or Resident Service Specialist.

• Walk community daily; open and close all “showing” units, monitor property including office space, restrooms, amenity areas, parking lot and “show” apartments to ensure they meet UDR’s quality, cleanliness and presentation standards and proactively monitor battery upkeep of smart locks.
• Refresh community’s signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.

• Answer all resident and guest questions professionally and timely, balancing the needs of both internal and external customers. Implement strategies to improve quality of customer service.
• Proactively launch self‑guided tours and/or provide guided community tours for prospects, lend assistance, and provide information pertaining to short‑term rentals, corporate housing opportunities and guest suite rentals.
• Conduct move‑in orientation sessions for new residents and assist with annual renewal conversations where needed.
• Oversee the Customer Survey Program by ensuring immediate follow‑up to residents upon completion of each service request via an email or text notification that includes an option for a follow‑up phone conversation. Follow‑up phone calls gather additional information on service satisfaction.
• Oversee and ensure maintenance‑related matters are resolved and/or escalated to the Service Manager. Follow up until issues are resolved.

• Work closely with Business Manager to complete required financial responsibilities.
• Conduct Purchase Card (P‑card) reconciliation for the community.

• Host daily and weekly team huddles to discuss community/resident/operations issues and provide updates on policies, practices, company or team initiatives, training and team building.
• Hire, train and develop new staff to maximize potential.
• Monitor staff performance, address problems through corrective action or dismissal, and assist direct reports with concerns or complaints.
• Approve time records and time‑off requests.

• Manage vendor keys per UDR’s policies and procedures.
• Source new vendors to maintain community appearance and resident services.
• Maintain community telecom and computer equipment, partnering with IT to troubleshoot issues and test systems.

• Prepare, communicate and deliver resident‑specific and community letters/notifications, including legal notifications, and manage new resident move‑in process, documentation and issuance of keys, fobs, remotes, parking permits and assignments.
• Review, monitor, administrate and sign leases as required.
• Enforce all policies and procedures, maintaining compliance with lease agreements, legal requirements and company policies.
• Plan and manage all community events.
• Manage and maintain exemplary community website, social media campaigns and outreach marketing (e.g., Peer Space, Craigslist).
• Maintain acceptable NPS scores and facilitate reputation management process.
• Utilize the Sugar CRM to manage resident relations, service requests and communications.
• Manage smart rent, package and parcel management.
• Investigate, address and resolve all community and resident…