Resident Experience Manager

GRE Management•Phoenix, AZ

2d•Onsite

About The Position

As a Resident Experience Manager, you promote a sense of community and are responsible for the resident life cycle. You are responsible for being main point of contact for residents before and during their time at the community. You provide superior customer service and communication to community residents and prospects to enhance community or communities' satisfaction and increase renewals, revenue, reputation, and profitability.

Requirements

Knowledge of state landlord-tenant law is a must.
Ability to manage administrative and maintenance team and scheduling.
Desire to learn and take initiative.
Ability to operate confidentiality when dealing with sensitive information and situations.
Must be able to work at a fast pace, perform duties while under pressure and stay organized to meet deadlines in a timely manner.
Communicate with other team members, residents, visitors, and the public in a professional and pleasant manner
At least 3 years' experience in property management.
Minimum one (1) year with GRE Management
High School diploma or equivalent
Experience in property management or related field preferred
Knowledge of Yardi, Microsoft Access, Internet Explorer, Microsoft Excel, Microsoft Outlook, Microsoft Word, and Windows Operating System
Must be able to speak, read and write in English, in a manner sufficient to carry out duties.

Nice To Haves

Certified Apartment Manager (CAM) – preferred.
Real Estate license (if required by state regulations)
May require a Driver's License and insurance.

Responsibilities

Oversees move-in orientation with new residents, ensuring community and GRE-M best practices are followed and required documentation is received from resident at move-in.
Works with maintenance team member(s) to review and ensure make-ready work is completed prior to resident move-in.
Manage make ready unit status and availability.
Clearly communicates ready dates and needs to Community Director and/or Maintenance Team.
Inspect apartment homes prior to resident move-in and ensures apartments are in move-in condition and schedules any outstanding items to be addressed with the maintenance team.
Provide an excellent customer experience for all our applicants and ensure timely follow-up on needed documentation.
Ensures lease file and application includes all necessary documentation, while following all internal best practices and legal processes.
Ensures resident satisfaction by monitoring and responding to NPS surveys.
Responsible for monitoring online reputation and addressing escalated complaints that could impact the reputation score.
Works closely with the marketing department to monitor online reputation.
Executes and performs activities in support of the community's lease renewal program by preparing lease renewal letters for residents, meeting and contacting residents in advance of move-out dates and ensuring the lease renewal documents are signed and implemented on time.
Works with the Community Director to manage the resident renewal process including expiration schedule and lease execution.
Assists and supports the Leasing Professional's marketing efforts by greeting prospective residents, gathering information about guests, showing apartment homes, and assisting with the leasing marketing cycle process.
Promotes a sense of community. Helps connect residents to one another and develops and maintains a strong and healthy identity for the community through consistent follow-up and outreach.
Assist residents with resolution of lease violations under the direct supervision of the Community Director.
Responsible for handling resident complaints regarding living experience.
Manages FlexRent enrollment and promotion of the benefits of this program.
On-point for resident events in accordance with GRE-M's policies and the community annual plan.
Is knowledgeable about company policies related to Incident Report best practices and in the absence of Community Director may be responsible for timely submission.
Acts as the on-site supervisor in the absence of the Community Director by organizing and delegating daily work, coordinating maintenance and make-ready tasks with the team.
Responsible for all aspects of the move-out process, including scheduling and completing the move-out inspection and taking photographs.
Performs pre-move-out inspections with Maintenance team in a timely manner and manages coordination of unit turn needs.
Ensures that GRE-M resident move-out best practices are performed timely and with accurate paperwork needed to process resident move-out.
Assists with evictions related to non-payment.
Assists with distribution of resident correspondence and notices, while always maintaining confidentiality.
Assists Centralized Processing team with distribution of legal notices.
Establish and maintain a good working relationship of harmony and instill the BE ONE TEAM value with all internal and external contacts.
Performs additional duties and participates in special projects, as assigned.