Resident Services Manager 2 - Elements Apartments

Udr • Bellevue, WA

81d • $33 - $38

About The Position

UDR, Inc. and its affiliated companies are seeking a Resident Service Manager 2 to join our team at Elements, our exclusive apartment community (441 homes) located in Bellevue, WA. Do you thrive on crafting an amazing customer experience and providing satisfying solutions to customers? Do you want to be a 'Care Hero' and it's your job to save the customer's day? As a Resident Services Manager 2, each day you to 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.

Nice To Haves

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

Responsibilities

• Ensure community is ready for business and meets established physical standards daily.
• Walk community daily; open and close all 'showing' units.
• Monitor property including office space, restrooms, amenity areas, parking lot and 'show' apartments to ensure they meet UDR's quality, cleanliness and presentation standards.
• Proactively monitor battery upkeep of smart locks.
• Refresh community's signage, write and distribute collateral as needed to support the drive for occupancy and improve community image.
• Provide the best standard of quality and service through resident relations.
• Answer all resident and guest 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.
• Conduct move-in orientation sessions for new residents.
• Oversee the Customer Survey Program by ensuring immediate follow up to residents upon the completion of each service request.
• Follow-up phone calls to residents to gather more information on the quality and satisfaction of service requests.
• Oversee and ensure the maintenance related matters are resolved and/or escalated to the Service Manager.
• Work closely with Business Manager to complete required financial responsibilities.
• Conduct Purchase Card (P-card) reconciliation for community.
• Host daily and weekly team huddles to discuss community/resident/operations issues.
• Hire and train new staff and develop staff to maximize potential.
• Monitor staff performance and address performance problems.
• Manage vendor keys according to UDR's policies and procedures.
• Source new vendors as needed to maintain community appearance and resident services.
• Prepare, communicate, and deliver all resident specific and community letters and notifications.
• Review, monitor, administrate and sign leases as required.
• Plan and manage all community events.
• Maintain acceptable NPS scores and facilitate Reputation Management Process.
• Investigate, address, and resolve all community and resident issues.
• Complete incident report for Risk Management as needed.
• Manage key policy and process by providing keys to residents or contractors.
• Oversee inventory and replenishment of community office supplies and refreshments.

Benefits

• Comprehensive benefit package.
• 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).
• Company observed holidays.
• Discounts to live in our best-in-class communities.
• Tuition reimbursement.
• Company sponsored events.
• Community service days.
• Annual President's Club held in Las Vegas.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Real Estate
• Education Level: Bachelor's degree