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

UDR - Opening Doors to your future • Framingham, MA

19d • $36 - $40 • Onsite

About The Position

UDR, Inc. is seeking a Resident Services Manager 2 for a luxury apartment community in Framingham, Massachusetts. The role builds a sense of community and supports resident retention, customer service, occupancy, and effective community operations. The manager maintains the property's physical presentation; responds to residents and guests; supports tours, move-ins, renewals, and service-request follow-up; and handles financial, personnel, vendor-management, and administrative duties. The role also oversees community events, marketing and online presence, resident communications, lease compliance, safety procedures, and coordination with centralized leasing and renewal teams. A $1,000 sign-on bonus is paid in full on the first pay cycle after successful completion of 90 days of continuous employment.

Requirements

• At least two years of management or supervisory experience.
• A bachelor's degree in business or a related field, or equivalent; in lieu of a degree, equivalent experience in residential properties, marketing and website development, or related business operations is required.
• Commitment to complying with company policies and procedures and UDR values.

Nice To Haves

• Two to five years of property-management experience in onsite office operations, leasing, administration, or customer service is preferred.
• Experience with special events, marketing, and website management is preferred.
• Customer-service experience in hotel properties, rental operations, or a related upscale service business is preferred.
• A bachelor's degree in business or a related field is preferred.

Responsibilities

• Walk the community daily, open and close showing units, monitor property spaces and smart-lock batteries, and maintain UDR quality, cleanliness, and presentation standards.
• Refresh community signage and create and distribute collateral to support occupancy and improve the community's image.
• Answer resident and guest questions professionally and promptly, implement customer-service improvements, and conduct guided or self-guided tours for prospects.
• Provide information about short-term rentals, corporate housing, and guest-suite rentals; conduct new-resident orientations and assist with renewal conversations as needed.
• Oversee the Customer Survey Program and follow up with residents after service requests through email, text, or phone; continue follow-up on maintenance matters until resolved or escalated appropriately.
• Work with the Business Manager on financial responsibilities and reconcile the community Purchase Card.
• If applicable, lead staff through daily and weekly huddles; hire, train, develop, and evaluate staff; address performance issues and staff concerns; and approve time records and time-off requests.
• Manage vendor keys, source vendors as needed, and maintain community telecommunications and computer equipment in partnership with IT.
• Prepare and deliver resident and community communications and legal notifications; manage move-in documentation and issue keys, fobs, remotes, parking permits, and assignments.
• Review, administer, and sign leases as needed; enforce policies and procedures; and maintain lease and community records in accordance with legal requirements and company policies.
• Plan and manage community events; maintain the community website, social media campaigns, and outreach marketing; and support occupancy and visibility.
• Maintain acceptable NPS scores, facilitate the Reputation Management Process, and use Sugar CRM to manage resident relations, service requests, and communications.
• Manage Smart Rent and package and parcel processes; investigate and resolve community or resident issues, disturbances, complaints, and crime-related inquiries; dispatch patrol services and prepare incident reports as needed.
• Represent the organization with the Business Manager at court appearances related to nonpayment, other legal actions, small claims, and unlawful-detainer hearings as necessary.
• Administer key policies and document key distribution; oversee office supplies and refreshments; and develop and maintain emergency action procedures.
• Coordinate with Centralized Admin, Centralized Sales, and Renewal teams to meet leasing and renewal goals.
• Promote a productive, motivated, informed, engaged, and goal-oriented team; comply with company employment policies and UDR values; and 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.
• Company events and annual President's Club recognition.
• Ongoing education opportunities and career development and advancement.

What This Job Offers

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