DescriptionThe Resident Service Manager supervises Resident Service Associates to ensure customer service excellence by guiding day-to-day interactions, setting service expectations, and promoting consistent, proactive support for residents. This role acts as the heartbeat of the resident experience, ensuring the team is equipped to resolve issues, communicate effectively, and uphold Mac's commitment to quality living.
Essential Responsibilities:
- Supervises resident communications, including calls and emails, to ensure customer service and pre-leasing activities are consistent with the Mac brand.
- Oversee the move-in process: inspecting apartments, testing keys, scheduling move-in appointments, contacting new resident prior to move-in to prepare them, scheduling freight elevators, reviewing utility, lease and insurance policies, meeting residents in person on move-in day and following-up with residents after the move-in to ensure satisfaction.
- Oversee all move-out processes including communicating with maintenance regarding pre move out inspections, collecting keys, moving occupants out in our computer system, paying particular attention to residents who have not moved-out on a timely basis to ensure rent is assessed and that there is no disruption to any new resident move-in.
- Schedule staff so there is office coverage from 8am to 8pm seven days a week.
- Ensure seamless, consistent communication, collaboration and follow-up efforts with Contact Center, leasing, construction, maintenance and design departments.
- Complete monthly scorecards.
- Coordinating, and enforcing system policies, procedures, and productivity standards with resident service team.
- Continually assess training needs through auditing and monitoring of scorecards.
- Reviews open work orders and communicate with residents regarding status.
- Process roommate changes, sublet requests, storage and pet leases, and early lease terminations.
- Work with unsatisfied customers and respond to internal surveys and public reviews.
- Investigate resident disturbances, violations and complaints and work with legal department to remedy in accordance with the RLTO.
- Perform lease updates (parking, storage, pet, sublets, tenant changes) and early lease terminations.
- Perform other related duties and assignments as required.
Qualifications: - Three (3) years plus years of prior property management experience.
- Prior management experience supervising more than 2 people.
- Typical schedule includes weekend and evening office hours. Ability to work flexible hours are required in the case of emergency or team schedule changes. Accessibility outside of office hours via cell phone and email.
- Tech savvy, including proficiency in Microsoft Office and call center technology. Previous Salesforce experience preferred.
- Ability to interact effectively with residents, vendors and employees at all levels of the Organization.
BENEFITS AND PERKS:
- Robust Benefits package including Medical, Vision & Dental Insurance, 401(K) with Company Match.
- Educational Reimbursement.
- Opportunities for professional development and career growth.
If creating exceptional resident experiences is your superpower, this role might be your next home! You'll lead a dynamic Resident Service team, keep operations running smoothly, and help shape the warm, welcoming vibe our communities are known for. This full-time position offers a competitive salary of
$90,000 per year, plus fantastic benefits, career growth opportunities, and even a 30% rent discount. Come make a meaningful impact-one resident interaction at a time!
