Resident Services Manager -Dominion Middle Ridge s
Job in
Woodbridge, Prince William County, Virginia, 22195, USA
Listing for:
UDR, Inc.
Full Time
position
Listed on 2026-02-18
Job specializations:
-
Customer Service/HelpDesk
Client Relationship Manager
-
Management
Client Relationship Manager
Salary/Wage Range or Industry Benchmark: 80000 - 100000 USD Yearly
USD
80000.00
100000.00
YEAR
Job Description & How to Apply Below
Position: Resident Services Manager 2-Dominion Middle Ridge Apartments
UDR is seeking a Resident Service Manager 2 at Dominion Middle Ridge (252 homes) and Dominion Lake Ridge (150 homes), located in Woodbridge, MA.
GENERAL SUMMARY OF DUTIES
The Resident Services Manager focuses on managing all aspects of customer service by creating a positive sense of community and fostering positive 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 highest levels to achieve and/or exceed expectations.
SUPERVISION
RECEIVED
Reports directly to the Community Director, Senior Community Director, District Manager, or Regional Manager.
SUPERVISION EXERCISED
Non‑exempt status in accordance with FSLA guidelines. May supervise one associate, the Resident Service Coordinator or Resident Service Specialist.
ESSENTIAL FUNCTIONS Asset Quality
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.Customer Service
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 with existing residents if needed.Oversee the Customer Survey Program by ensuring that there is immediate follow‑up to residents upon the completion of each service request via an e‑mail or text notification which includes the ability to request a follow‑up phone conversation. Follow‑up phone calls to residents to gather more information on the quality and satisfaction of service requests.Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager to be addressed immediately. If additional service is required, continue to follow up until the issue is resolved.Financial
Work closely with Business Manager to complete required financial responsibilities.Conduct Purchase Card (P‑card) reconciliation for community.Personnel (if applicable)
Host daily and weekly team huddles to discuss community/resident/operations issues and concerns, provide update to team regarding policies, practices, company or team initiatives, training and team building.Hire and train new staff and develop staff to maximize potential.Monitor staff performance to include performance and address performance problems through corrective action and dismissal.Approve time records and requests for time off.Vendor Management
Manage vendor keys according to UDR's policies and procedures.Source new vendors as needed in order to maintain community appearance and resident services.Maintain community telecom and computer equipment, while serving as a partner to IT to troubleshoot system issues and test systems.Administrative
Prepare, communicate, and deliver resident‑specific and community letters and notifications, legal notifications, and manage the new resident move‑in process, documentation and issuance of keys, fobs, remotes, parking permits and assignments.Review, monitor, administer and sign leases as required.Enforce all policies and procedures and maintain compliance related to lease agreements.Plan and manage all community events.Manage and maintain the community website, social media campaigns and outreach marketing efforts to drive occupancy and visibility.Maintain acceptable NPS scores and facilitate…
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