Community Relations Manager -Cortland Van Dorn

Cortland Company•Alexandria, VA

About The Position

At Cortland, we operate with a forward-thinking approach that challenges conventional norms and actively seeks insights beyond traditional industry boundaries. As a recognized leader in the multifamily sector, our focus on performance, innovation, and disciplined execution continues to drive strong growth and market leadership. We are committed to building a best-in-class organization by empowering top talent with the resources, autonomy, and support needed to deliver results and advance their careers in a high-performance environment. Role Overview As a Community Relations Manager, you will take a leading role in providing your community's residents with a top-notch living experience that ensures delight with their daily interactions with their home, and their environment. You are the eyes and ears of your community's Center of Excellence, as well as the face of your resident's support system. You will work closely with your COE as well as lead other onsite associates in the execution of strategic resident services initiatives and assist with the management of business operations for multimillion dollar, multifamily apartment home communities.

Requirements

Bachelor's degree or equivalent industry / customer service experience required
3+ years of Property Management experience preferred
Experience in sales and customer service
Excellent written and verbal communication skills
Stellar attention to detail and organization skills
Strong analytical, critical thinking and problem-solving skills
Able to multitask and meet deadlines in a timely and organized manner.
Proficiency in Microsoft Office Suite, Funnel, OneSite and RealPage applications
Flexibility to work weekends and/or extended hours as needed.

Responsibilities

Provide excellent customer service while maintaining the highest standards of courtesy, respect, and sensitivity for resident service and engagement.
Directly assist the multi-site Community Manager in leading a team in their daily activities to ensure compliance with company and government policies, procedures, and expectations including safety, OSHA compliance, and Fair Housing guidelines.
Perform regular community inspections, i.e., vacancies, make-ready apartments, models as well as conducting move-in and move-out inspections.
Regularly inspect the property for community policy violations, needed repairs and overall appearance, and resolve concerns timely.
Manage and maintain vendor relationships.
Assist the community's COE with accepting move out notices, service requests, resident transfers and other in-person resident needs.
Partner with your COE to keep your finger on the pulse of resident satisfaction levels to ensure we are delivering everything our residents expect and beyond.
Continuously monitor Funnel for incoming tasks assigned by your COE and ensure timely completion and schedule follow-ups where necessary.
Greet and communicate with walk-in prospective residents.
Process in-person rental payments.
Deliver notices to residents as needed.
Review performance management dashboards that measure renewal rates, resident satisfaction, move-ins/move-outs, traffic activity, closing ratios, application statuses, and other key community metrics.
Establish, manage, and maintain marketing programs and social media presence.
Guide your team in the creation of meaningful resident experience programs by creating tactical plans and evaluating community performance.
Inspire your community colleagues to continually strengthen resident event strategies.
Partner with teams from other communities to deepen the company's relationship with residents and achieve resident retention goals.