Resident Services Manager 2 - Exclusive Apartment Community

UDR - Opening Doors to your future • Portland, OR

5h • $31 - $36 • Onsite

About The Position

UDR, Inc. is seeking a Resident Services Manager 2 to join their team at an exclusive apartment community in Portland, OR. This role focuses on crafting an amazing customer experience, providing satisfying solutions, and building a sense of community to achieve resident retention and customer service goals. The Resident Services Manager 2 will be responsible for ensuring the community meets established physical standards, providing excellent customer service, completing financial functions, leading a team (if applicable), managing vendors, and handling various administrative tasks to support community operations.

Requirements

• Minimum 2 to 5 years property management experience in onsite office operations, leasing, administration, customer service.
• Experience in special events, marketing, and website management preferred.
• 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.
• Experience in customer service positions in hotel properties, rental operations, or related upscale service business.

Responsibilities

• Ensure community is ready for business and meets established physical standards daily, including walking the community, monitoring property cleanliness and presentation, and refreshing signage.
• Provide the best standard of quality and service through resident relations, answering questions professionally, conducting tours for prospects, and managing move-in orientations and renewal conversations.
• Oversee the Customer Survey Program, ensuring immediate follow-up to residents after service requests and conducting follow-up calls to gather feedback.
• Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager, and follow up until resolution.
• Complete various accounting and financial functions, including working with the Business Manager on financial responsibilities and conducting Purchase Card reconciliation.
• Lead a team by example, hosting daily and weekly team huddles, hiring and training new staff, monitoring staff performance, and approving time records and time-off requests (if applicable).
• Manage vendor keys according to UDR’s policies, source new vendors as needed, and maintain community telecom and computer equipment, partnering with IT to troubleshoot issues.
• Prepare, communicate, and deliver resident and community notifications, manage the new resident move-in process, and review/monitor/administrate leases.
• Enforce all policies and procedures, maintain compliance with lease agreements, and ensure community records are maintained according to legal requirements and company policies.
• Plan and manage all community events.
• Manage and maintain the community website, social media campaigns, and outreach marketing efforts to drive occupancy and increase visibility.
• Maintain acceptable NPS scores and facilitate the Reputation Management Process.
• Utilize the Sugar CRM to manage resident relations, service requests, and communications.
• Manage Smart Rent and Package and Parcel Management.
• Investigate, address, and resolve community and resident issues, disturbances, complaints, and crime-related activities, including dispatching patrol services and completing incident reports.
• Serve as an 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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree