SUMMARY:
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.
ESSENTIAL DUTIES & RESPONSIBILITIES:
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 invite or 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, or phone.
• 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 serious offenses.
• 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 survey results.
• Responsible for promoting positive resident relations and the 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.
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations are available, upon request, to assist qualified persons with disabilities to perform the essential functions of the job, as needed.
GENERAL:
• Minimum 3 years' experience in a customer service setting, with verifiable satisfactory references.
• Strong proficiency with web-based computer applications and type 35-40 wpm (minimum).
• Ability to multitask effectively, including the use of various software technologies while providing customer support.
• Strong written and verbal communication skills, with Spanish-bilingual if possible.
• Must be flexible to work various schedules such as weekends, holidays and overtime as needed.
• Must have strong attention to detail.
• Must possess excellent verbal and written communication skills,
• Must have excellent customer service skills.
• Must be capable of effectively communicating with customers and co-workers.
• Must be able to work independently and be self-motivated.
• Projection of a professional image by following dress code and appearance standards as set forth by the community.
• Exceptional skills in conflict resolution.
• Keeping a high level of service in mind with every task while resolving conflict to benefit all concerned parties.
EDUCATION/EXPERIENCE:
• Bachelor's Degree in business or related field, or equivalent work experience, strongly preferred. Minimum 2 years of conventional/market rate property management on site experience, preferably starting as a leasing consultant with advanced promotions into upper management.
• Management experience must include the management of a team of employees, preferably consisting of leasing and maintenance personnel.
• Management experience must have been with professional property management or similar (e.g. hotel).
• A professional designation of Certified Property Manager (CPM), Registered Apartment Manager (RAM), Accredited Residential Manager (ARM), or similar industry designation is desirable.
• Fair Housing Certificate and awareness of fair housing laws is required.
• General awareness of labor and employment laws.
TECHNICAL SKILLS REQUIRED:
• To perform this job successfully, the individual should have knowledge of Microsoft Office Suite. Previous experience with Property Management software including Yardi and Onsite a plus.
PHYSICAL DEMANDS:
• Must be able to lift and/ or move up to 20 pounds. Regularly required to sit, stand, lift, push, pull, bend, squat and reach. Regularly required to use standard office equipment including computer, telephone, fax machine, scanner, and do filing.
COMMUNICATIONS:
• Must be able to effectively communicate (orally and written) in a respectful, professional manner on a regular basis with prospective residents, current residents, staff, management and co-workers within the company as well as with outside vendors. Must be able to work as part of a team. Follows instructions and responds to management's direction. Takes constructive criticism and uses it as a learning tool. English proficiency is required; Spanish proficiency is a plus. Must be able to adapt communication to be understood by the audience.
SUPERVISORY RESPONSIBILITIES:
• The person in this position will be the Manager on Duty onsite when needed.
ATTENDANCE AND PUNCTUALITY:
• Is reliable and consistently at work and on time; willing to travel, and work evenings, weekends and holidays, as needed.
TRAVEL
• Travel may be required within the Southern California Region and Arizona.
OTHER COMPETENCY REQUIREMENTS FOR EFFECTIVE PERFORMANCE
• An energetic, positive, ethical and enthusiastic leader with strong people management skills. Effective communicator, trainer and motivator. Inspires trust, respect and loyal team relationships.
• Understands business objectives (focus on profitability, quality, professionalism, efficiency and effective use of time), and is results driven. Develops practical strategies to achieve business objectives. Makes sound business decisions.
• Excels in a fast paced, dynamic environment; ability to adapt to changing priorities; remains organized and focused under pressure; able to meet deadlines.
• Calmly and effectively manages conflict, difficult and/or emotional situations; focusing on resolving issues and achieving an effective solution, rather than on blame.
• General understanding of company's policies and laws applicable to the conduct of business; follows and
enforces such policies and laws.
• Works independently with little or only general supervision.
• Is accountable for the responsibilities of the position; accepts constructive criticism in a positive manner.
• Ability to plan, budget, schedule staff and resources effectively and efficiently.
• Treats others with respect; shows sensitivity to and respect for cultural differences; supports diverse workforce and helps to ensure a workplace and living community free from unlawful discrimination and harassment.
• Maintains confidentiality and discretion with regard to sensitive proprietary and confidential information of Company, residents, and customers.
Pay range: $35.23-$48.04
