Resident Services Manager 2 - 2000 Post Apartments

UDR - Opening Doors to your future•San Francisco, CA

15h•$39 - $42•Onsite

About The Position

UDR, Inc. is seeking a Resident Services Manager 2 to join their team at 2000 Post, an apartment community in San Francisco, CA. This role focuses on building a sense of community and achieving resident retention and customer service goals. The ideal candidate thrives on creating amazing customer experiences and providing satisfying solutions, acting as a "Care Hero" to save the customer's day.

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.

Nice To Haves

Bachelor’s degree in business, related field, or its equivalent.
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, monitoring cleanliness, presentation, and battery upkeep of smart locks.
Refresh community signage and distribute collateral 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 the 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 and assist with annual renewal conversations.
Oversee the Customer Survey Program, ensuring immediate follow-up to residents upon completion of service requests and conducting follow-up phone calls.
Oversee and ensure maintenance-related matters are resolved or escalated to the Service Manager and follow up until resolved.
Complete various accounting and financial functions, including Purchase Card (P-card) reconciliation.
Lead a 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.
Hire and train new staff and develop staff to maximize potential.
Monitor staff performance, address performance problems through corrective action, and assist direct reporting staff with concerns.
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, and partner 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 community keys, fobs, remotes, parking permits, and assignments.
Review, monitor, administrate, and sign leases as required.
Enforce all policies and procedures and maintain compliance related to lease agreements.
Plan and manage all community events.
Manage and maintain 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 communications.
Manage Smart Rent and Package and Parcel systems.
Investigate, address, and resolve all community and resident issues, disturbances, complaints, and crime-related activities.
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.
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

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) 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