Assistant Resident Services Manager

Mac Properties•Kansas City, MO

16d

About The Position

Accountable for the full scope of resident services including move-in/outs, resident retention, collections on delinquent accounts, resident communications and escalated maintenance service requests. Consistently exceed industry standards with outstanding customer service through prompt and courteous service to maximize resident satisfaction.

Requirements

Bachelor’s Degree in business or other related field preferred.
3-5 years of multi-family property management experience.
Strong computer skills including Microsoft Office proficiency. Experience with Salesforce preferred.
Exceptional customer service and follow-through skills. Leasing/Customer Service experience preferred.
Organizational skills to include effective prioritization, monitoring multiple simultaneous projects.
Ability to retain composure within an occasionally stressful environment.
Outgoing personality – enjoys interaction with residents.
Strong organization skills. Ability to set priorities, pay attention to details, handle multiple tasks, and meet deadlines.
Ability to interact with management, peers, residents, visitors, and prospects in a professional and pleasant manner.
Strong communication skills, both oral and written.
Leasing License preferred. If not obtained prior to hire, Real Estate Leasing Agents License exam must be taken within 120 days of start and you must pass within 4 attempts.
Please be advised that all new hires will be required to successfully complete a criminal background investigation prior to employment. The receipt of satisfactory responses to reference requests, and the provision of satisfactory proof of an applicant's identity and legal authority to work in the United States are also required.

Responsibilities

Oversee all move-in processes within the assigned portfolio including scheduling move-in appointments, new resident orientation, accept rent payments, and issuing keys.
Monitor resident account status, initiate delinquency calls on a timely and recurring basis, deliver 5-day notices for non-payment of rent, and appear in court for evictions cases if needed.
Oversee all move-out processes within the assigned portfolio including, with 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.
Participates in ongoing resident relations including partnering with maintenance to proactively identify building improvements, identifying negative trends in resident survey scores related to maintenance work orders and move-ins and addresses any outstanding resident concerns.
Tracks progress, completion, and resident satisfaction on high priority and emergency work orders and service requests within assigned portfolio by contacting residents to ensure resident needs have been successfully addressed.
Processes resident lease renewals including completing renewal paperwork timely and accurately.
Processes roommate changes and sublet requests within assigned portfolio.
Generates and distribute all resident correspondence and communication. Organize and file all applicable reports, leases, and paperwork.
Enters all traffic, telephone calls, leases, cancellations, renewals, work order etc. activity into Salesforce.
Maximizes resident satisfaction by delivering prompt and courteous service that consistently exceeds industry standards.
Demonstrate initiative, personal awareness, professionalism, integrity, and confidentiality in all areas of job performance. Project a professional image and demeanor.
Answer incoming telephone calls with company issued headset using company telephone greeting standards, and handle accordingly (prospect calls, resident issues, service requests, etc.)
Understand, apply, and comply with all company policies and procedures and all applicable federal, state, and local laws.
Performs other related duties and assignments as required.