Resident Services Manager 2 -- Luxury Apartment Community -- $1,000 Sign-On Bonus

UDR Careers • Framingham, MA

18d • Onsite

About The Position

UDR, Inc. and its affiliated companies are seeking a Resident Services Manager 2 for a luxury apartment community in Framingham, Massachusetts. The role supports community operations and resident retention by delivering high-quality customer service, maintaining the community’s appearance, coordinating leasing and resident services, and helping the team meet occupancy and operational goals. The position includes a $1,000 sign-on bonus, paid in full on the first pay cycle after 90 days of continuous employment.

The manager oversees resident communications and service follow-up, move-in orientations, tours, renewals, customer survey responses, community events, marketing and online presence, lease administration, records, keys, parking assignments, packages, and smart-rent systems. The role also supports financial and vendor administration, manages community technology and supplies, investigates resident and community concerns, coordinates emergency procedures, and represents the organization in certain legal proceedings. Where applicable, the manager leads and develops staff, monitors performance, and supports a productive, informed, and goal-oriented team.

UDR describes ongoing education and career advancement opportunities and offers a comprehensive benefits package. The stated hourly range is $36.00–$40.00, based on experience.

Requirements

• At least two years of management or supervisory experience.
• A bachelor’s degree in business or a related field, or its equivalent, is preferred; in lieu of a degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.

Nice To Haves

• Two to five years of property management experience in onsite office operations, leasing, administration, and customer service, with experience in special events, marketing, and website management preferred.
• Experience in customer service roles in hotel properties, rental operations, or a related upscale service business preferred.
• Bachelor’s degree in business or a related field, or its equivalent, preferred.

Responsibilities

• Walk the community daily, open and close showing units, and monitor property areas to ensure they meet quality, cleanliness, and presentation standards, including upkeep of smart-lock batteries.
• Refresh community signage and prepare and distribute collateral to support occupancy and improve the community’s image.
• Respond professionally and promptly to resident and guest questions and implement strategies to improve customer service.
• Launch self-guided tours and provide guided tours; assist prospects and provide information about short-term rentals, corporate housing, and guest suites.
• Conduct move-in orientations and assist with annual renewal conversations when needed.
• Oversee the customer survey program, follow up with residents after service requests, and make follow-up calls to assess service quality and satisfaction.
• Ensure maintenance matters are resolved or escalated to the Service Manager and continue follow-up until resolution.
• Work with the Business Manager on financial responsibilities and reconcile the community Purchase Card.
• Where applicable, lead team huddles; hire and train staff; develop employees; monitor performance; address performance problems; help resolve staff concerns; and approve time records and time-off requests.
• Manage vendor keys, source vendors as needed, and maintain community telecom and computer equipment while partnering with IT to troubleshoot and test systems.
• Prepare and deliver resident and community communications, including legal notifications; manage move-in documentation and issue community keys, fobs, remotes, and parking permits and assignments.
• Review, monitor, administer, and sign leases as required; enforce policies and procedures; and maintain lease and community records in accordance with legal requirements and company policies.
• Plan and manage community events and maintain the community website, social media campaigns, and outreach marketing efforts to drive occupancy and visibility.
• Maintain acceptable NPS scores and facilitate the Reputation Management Process.
• Use Sugar CRM to manage resident relations, service requests, and resident communications; manage Smart Rent and package and parcel operations.
• Investigate and resolve community and resident issues, disturbances, complaints, and crime-related inquiries, including dispatching patrol services; complete incident reports for Risk Management as needed.
• Represent the organization with the Business Manager at court appearances involving non-payment or other legal action, small claims, and UD hearings as necessary or required.
• Administer the key policy and document key issuance to residents and contractors.
• Oversee inventory and replenishment of office supplies and refreshments for the office, residents, and guests.
• Develop and maintain emergency action procedures for the properties.
• Coordinate with Centralized Admin, Centralized Sales, and Renewal teams to help meet leasing and renewal goals.
• Create a productive, motivated, informed, inspired, engaged, and goal-oriented team; comply with company policies and procedures and uphold UDR values.
• Perform other duties as assigned or needed.

Benefits

• Company-matched 401(k) plan.
• Up to 10 vacation days, 6 sick days, 4 personal days, 2 floating holidays, and company-observed paid holidays.
• Housing discounts at company communities.
• Tuition reimbursement.
• Company-sponsored volunteer and community service days.
• Fun company events and annual President’s Club recognition for exceptional customer service and operational excellence.
• Ongoing education opportunities and career development and advancement support.
• $1,000 sign-on bonus, paid in full on the first pay cycle following successful completion of 90 days of continuous employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed