Resident Services Manager 2 - Exclusive Apartment Community

UDR Careers • Portland, OR

4d • Onsite

About The Position

UDR, Inc. and its affiliated companies are seeking a Resident Service Manager 2 to join our team at our exclusive apartment community located in Portland, OR. This role is for individuals who thrive 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.
• Experience in special events, marketing, and website management 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.

Responsibilities

• Ensure community is ready for business and meets established physical standards daily, including walking the community, opening and closing showing units, monitoring property cleanliness and presentation standards, and refreshing signage.
• Provide the best standard of quality and service through resident relations, including answering questions professionally, implementing strategies to improve customer service, conducting tours, managing move-in orientations and renewal conversations, overseeing the Customer Survey Program, and following up on service requests.
• Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager and follow up until the issue is resolved.
• Complete various accounting and financial functions associated with driving and supporting community operations, including P-card reconciliation.
• Lead a team by professional example, taking ownership and interest in direct reports to drive results and team performance, including hosting team huddles, hiring and training new staff, monitoring performance, and approving time records.
• Complete administrative tasks associated with community operations related to outside vendors, communication telecom, and IT systems, including managing vendor keys, sourcing new vendors, and maintaining community telecom and computer equipment.
• Manage and complete a variety of administrative tasks associated with driving and supporting community operations, including preparing and delivering resident/community notifications, managing the new resident move-in process, reviewing and signing leases, enforcing policies, maintaining compliance, planning community events, managing community website and social media, maintaining NPS scores, utilizing Sugar CRM, managing Smart Rent and package delivery, investigating and resolving community/resident issues, serving as a representative for court appearances, managing key policy, overseeing office supplies, developing emergency action procedures, and working with centralized teams to meet leasing and renewal goals.
• 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 when executing the essential functions of the job.
• 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)
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager