Resident Service Manager 2 - Brand New, Lease-Up Apartment Community

UDR Careers•Riverside, CA

1d•$31 - $34•Onsite

About The Position

UDR, Inc. and its affiliated companies are seeking a Resident Service Manager 2 to join our team at our brand-new, lease-up apartment community located in Riverside, CA. This role is ideal for someone who thrives on crafting an amazing customer experience and providing satisfying solutions to customers, acting as a 'Care Hero' to save the customer's day. As a Resident Services Manager 2, each day you will build a sense of community and strive to achieve the community’s resident retention and customer service goals.

Requirements

Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service.
Minimum of two years’ management or supervisory experience is required.
Experience in customer service positions in hotel properties, rental operations, or related upscale service business is preferred.
Bachelor’s degree in business, related field, or its equivalent, preferred.
In lieu of degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.

Nice To Haves

Experience in special events, marketing, and website management preferred.

Responsibilities

Ensure community is ready for business and meets established physical standards daily, including walking the community, opening and closing showing units, and monitoring property cleanliness and presentation.
Monitor battery upkeep of smart locks and refresh community signage.
Write and distribute collateral as needed to support occupancy and improve community image.
Provide the best standard of quality and service through resident relations, answering questions professionally and timely.
Implement strategies to improve quality of customer service.
Proactively launch self-guided tours and/or provide guided community tours for prospects.
Assist with short-term rentals, corporate housing opportunities, and guest suite rentals.
Conduct move-in orientation sessions for new residents and assist with annual renewal conversations.
Oversee the Customer Survey Program, ensuring immediate follow-up to residents upon completion of service requests.
Conduct follow-up phone calls to residents to gather feedback on service requests.
Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager.
Continue to follow up until maintenance issues are resolved.
Complete various accounting and financial functions associated with community operations, including Purchase Card (P-card) reconciliation.
Lead a winning team by professional example, taking ownership and personal interest in direct reports (if applicable).
Host daily and weekly team huddles to discuss community/resident/operations issues and concerns.
Provide updates to the team regarding policies, practices, company or team initiatives, training, and team building.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance, address performance problems through corrective action, and handle dismissals.
Assist direct reporting staff with concerns or complaints involving job duties, performance standards, and relations with coworkers or supervisors.
Approve time records and requests for time off.
Manage vendor keys according to UDR’s policies and procedures.
Source new vendors as needed to maintain community appearance and resident services.
Maintain community telecom and computer equipment, partnering with IT to troubleshoot system issues.
Prepare, communicate, and deliver all resident-specific and community letters and notifications, including legal notifications.
Manage the new resident move-in process, documentation, and issuance of keys, fobs, remotes, parking permits, and assignments.
Review, monitor, administrate, and sign leases as required.
Enforce all policies and procedures.
Maintain compliance related to lease agreements, ensuring community records are maintained in accordance with legal requirements and company policies.
Plan and manage all community events.
Manage and maintain exemplary community website, social media campaigns, and outreach marketing efforts.
Maintain acceptable NPS scores and facilitate the Reputation Management Process.
Utilize the Sugar CRM to effectively manage resident relations, service requests, and resident communications.
Manage Smart Rent and Package and Parcel systems.
Investigate, address, and resolve all community and resident issues, disturbances, complaints, and crime-related activities/inquiries.
Serve as organizational representative for court appearances regarding non-payment and/or other legal actions.
Manage key policy and process by providing keys to residents or contractors and documenting accordingly.
Oversee inventory and replenishment of community office supplies and refreshments.
Develop and maintain emergency action procedures for the properties.
Work closely with Centralized Admin, Centralized Sales, and Renewal teams to ensure leasing and renewal goals are met.
Ensure leadership style creates a productive, motivated, informed, inspired, engaged, and goal-oriented team.
Comply with all Company policies and procedures related to employment.
Commit to Living the UDR Values each day in every action taken.
Perform other duties as assigned or needed.

Benefits

Company matched 401(k)
Vacation and personal time (up to 10 vacation days, 6 sick days, 4 personal days, and 2 floating holidays per year) plus company observed holidays
Discounts to live in our best-in-class communities
Tuition reimbursement
Company sponsored events
Community service days
Annual President's Club
Medical, Dental, Vision Plans
Medical Flexible Spending Account
Dependent Care Spending Account
Lifestyle Spending Account
Supplemental Term Life Insurance
Voluntary Cancer Insurance
Supplemental Short-Term Disability Insurance / AD&D Insurance
Voluntary Long Term Care Insurance
401(k) Plan with company match